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Commercial Service Supervisor

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Job ID: 11191
Job Type: Full-time
Location: Fremont, CA
Date Posted: Apr 5, 2023

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Job Description


We are hiring for a new world!

We are the premier integrator, redefining client experiences through leading-edge technology, unrivaled service, and passionate people.

We are focused on bringing the power of technology to create new experiences in the fields of smart homes, smart enterprises, and smart venues. Be a part of a talented team and embark on an exciting journey.

Are you looking to take your career to the next level? If you do, then be with an organization that is growing and helping each new generation stay up to date with the most advanced solutions in integration.

 Position Summary: Commercial Service Supervisor

As the Service Supervisor you will play a critical part in leading the Service Team by developing and supporting the service technicians in their roles to effectively and efficiently execute on AVDG service calls, attend to escalated client needs, assist with operational requirements, projects, and other duties. In addition to supporting daily service operations, you will also be expected to collaborate with internal departments, not limited to the sales department, production team, and warehouse team to help ensure the client is being taken care of whenever applicable.  This role will have partial field responsibilities with key account clients and their SLAs.


Responsibilities will include, but will not be limited to the following:

  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills. 
  • Ability to communicate with Clients via phone/email from around the US over the phone
  • Advanced computer skills and knowledge of Windows applications, Microsoft Office, VPN access, and web applications.
  • Familiarity with Apple IOS products (Apple TV, iPad, Airport Express, iPhone/iTouch, OS10, etc.) as they relate to daily use for interfacing with and controlling integrated homes and/or home networks.
  • Ability to navigate around PC and Mac computers.
  • Ability to navigate around PC, file structures, the control panel, and command line prompts.
  • Knowledge of advanced installed A/V systems and their functionality.

To join our band, you'll need the following experience:

  • Lead the service team in commissioning and provisioning key account systems during handoff from production team.
  • Ensure the service team is fulfilling any / all contracted commitments regarding AVDG commercial Service Contracts. Engaging subcontractor partners when required.
  • Occasionally take on key account service calls when the need arises, specifically to meet SLA requirements.
  • Occasionally perform preventative maintenance of key account commercial client systems (Via provided service tools)
  • Maintain and manage key account relationships with both client and Account Managers.
  • Evaluate regional and national resource needs to ensure proper staffing.
  • Hiring, Training, Coaching, and Leading Support Center Integration Specialists and Service Technicians.
  • Establish individual and team metrics and hold team members accountable to hitting goals.
  • Assist with improving performance and processes to better support AVDG clients.
  • Ensure staff members achieve desired service levels and that all SLA contracts are in compliance, taking corrective action as needed.
  • Work with Support Center Staff to ensure the team is promoting and renewing service contracts.
  • Collaborate with Sales Managers to ensure service contract offerings are both marketable for the sales team to sell and profitable for the service team to execute.
  • Provide detailed phone support for clients and field technicians, as needed.
  • Communicate proper steps and best practices to client for use of AV & Control system
  • Oversee the performance of detailed client requests in a timely and quality-conscious manner including, but not limited to:
    • Responding to client requests via phone/email, Service follow-ups via phone/email & Client Check Calls
    • Communicate associated costs of solution and gain approval for work to be completed
  • Other duties and responsibilities as requested by management.

Travel Requirements:

  • Occasional travel may be required dependent on business needs

Why Guitar Center? Here's just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave--take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Pay Rate: $77,600- $129,300/annually depending on background and experience.

This position is eligible to participate in the Guitar Center Company bonus program based on Company performance.

The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state-specific laws. Pay ranges may be different in other locations.

About AVDG

Founded in 1996, Audio Visual Design Group (AVDG) is a leading design-build firm specializing in next-generation AV design & integration, revolutionizing smart homes, smart enterprises, and smart venues for clients across the globe.  Our innovative, passionate, and technical culture allows us to deliver the most sophisticated systems and continuously change the AV landscape, demonstrating to clients what technology can do for them.  AVDG’s world-class team and original smart-system solutions are regarded among the best in the industry.

Since joining the Business Solutions Division of the Guitar Center Company in late 2017, AVDG has been able to leverage new avenues of growth and opportunities to better support our clients and our team. Guitar Center is bolstering AVDG’s high-growth trajectory, rigorously expanding our national footprint.

We believe in putting our customers first, engaging with respect and integrity, and fulfilling our mission with passion.  

Why join us?

At AVDG, you will join a peer group of like-minded people who are passionate about Audio, Video, Lighting, and Control technologies. You will be given the freedom to apply your craft to deliver outstanding customer experiences that are enabled by technology. You will access many opportunities to learn, including access to the newly launched AVDG University. As AVDG is a part of the larger Guitar Center group, you will find opportunities to expand your career and to collaborate beyond Pro AV if you choose to.

Love this gig and want to apply?

Send your resume and cover letter today, along with salary expectations!

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email to [email protected].

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