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Commercial Service Supervisor

Job ID: 18762
Job Type: Full-time
Location: Chicago, IL
Date Posted: May 23, 2024

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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, 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:

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:

  • Lead the service team on 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 are not limited to:
  • Other duties and responsibilities as requested by management.

About the Guitar Center Company

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The Guitar Center Company operates through several business divisions. Guitar Center is the world’s largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290+ stores across the United States.  2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.   E-Commerce brands Guitar Center, Musician’s Friend and WWBW offer online sales of a broad selection of music products. The Music & Arts division operates more than 220+ stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio-visual integration business, delivering a best-in-class commercial and residential customer experience.

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

  • 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.

 Travel Requirements:

  • Travel may be required dependent on business needs

 Special Attributes:

  • Strong leadership skills
  • Excellent communication skills both written and verbal
  • Strong AV technical experience.
  • Ability to manage a fast-paced team

Why Guitar Center Company? 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.

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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