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Service Manager

Administrative | Kensington, MD | Full Time

Job Description

Casaplex LLC ( has an immediate opening for a motivated individual to serve as the Service Manager.

What you will do:  The primary responsibility of the Service Manager is to provide a customer experience that consistently exceeds our client’s expectations.  The role consists of responding to service requests from various origins, Tier 1 technical support, scheduling on-site or remote service if needed, following up with clients, scheduling of requested resources for project tasks, upselling clients by explaining the value of  care plans, maintaining a preventative maintenance schedule for clients on care plans and project management of smaller jobs which are run through service.  This position will require learning our internal ERP system quickly as well as demonstration of the ability to navigate through all job-specific tasks within the system.  Responsibilities may include some light sales administration as well.



  • Attend Service Team Huddle

  • Answer Support Phone Line

  • Resolve issues remotely in real-time

  • Clear Support Queue of incoming email support requests

  • Create and/or schedule calls - resource allocation

  • Schedule project tasks requested by Project Managers

  • Review Service call time bills for accuracy and grammar

  • Add needed parts to service calls

  • Follow-up with clients regarding calls completed to ensure satisfaction

  • Stage products for next day service calls by coordinating with the warehouse

  • Allocate items from tech inventory to service calls



  • Close calls per accounting schedule

  • Provide status updates to clients on long-running service calls

  • Stage products for next day service calls with warehouse

  • Communicate design changes due to service to design team

  • Maintain/update client files for service team

  • Work with accounting on billing questions regarding service

  • Meet with Operations manager to communicate any issues with the service team

  • Create/Update working procedures for service team



  • Review service team profitability with upper management

  • Review newly completed or revised working procedures with upper management and upload to intranet

  • Review newly opened service plans on a monthly basis with upper management


Skills & Requirements:

  • 5-7 years in a role with  customer service

  • Understanding technical aspects of audiovisual systems, including equipment rack fabrication, site preparation, termination and calibration of audio and video equipment

  • Strong problem solving skills

  • Computer Skills:  MS Office, Google Suite, experience with sage, MAS or similar ERP platform

  • Strong communication skills in order to effectively communicate with co-workers, management and customers

  • Valid driver’s license with clean driving record

  • Ability to pass a comprehensive background check

  • Previous experience in working with both commercial and residential end-users

  • Preferred applicants should be able to discuss examples of completed projects and provide positive references


Personal Characteristics:

  • Passion to proactively seek solutions

  • Entrepreneurship and a sense of urgency:  The successful candidate will possess a high energy level which allows them to react to situations quickly and decisively, possessing self-confidence.

  • Professional work ethic:  The successful candidate will reject setbacks and will enthusiastically persist until any problems are resolved.  The candidate will be resourceful and innovative in tackling complex issues.

  • Image and presence:  The successful candidate will have significant exposure to the customers and industry partners alike and must project the professional image of the company, both internally and externally.

  • Accountability:  The successful candidate should be a results oriented team player who leads by example, holds themselves accountable for performance and takes absolute ownership of issues and champions all aspects of installation and support.