Role Overview

As a Service Center Manager at Pulse, you play a critical role in leading the service and support operations that keep client AV systems running smoothly long after installation. This role combines technical oversight, team leadership, customer relationship management, and operational planning. You ensure that every service request, maintenance visit, and support interaction is handled efficiently, professionally, and in line with Pulse’s quality standards.

You will oversee the service team, manage support workflows, coordinate resources, and maintain strong communication with clients, project managers, and internal departments. You will also ensure that documentation, processes, and service records are accurate and up to date. During escalations or complex cases, you will provide hands‑on technical guidance and ensure issues are resolved promptly.

This role requires strong leadership, operational discipline, and a deep understanding of AV systems and service delivery. Service Center Managers are expected to take ownership of the entire service lifecycle — from ticket intake to resolution — ensuring that clients receive reliable, timely, and high‑quality support.

Success in this role is measured not only by the efficiency of the service center but also by customer satisfaction, team performance, and the ability to maintain consistent service quality across all client engagements.

Responsibilities

• Oversee daily operations of the service center, ensuring efficient handling of support tickets and service requests.
• Lead, mentor, and develop the service team, including support engineers and technicians.
• Manage service schedules, resource allocation, and technician dispatching.
• Ensure timely and professional communication with clients regarding service updates, resolutions, and follow‑ups.
• Handle escalated technical issues
• Maintain and improve service processes, workflows, and documentation standards.
• Monitor service performance metrics and implement improvements where needed.
• Maintain accurate service records, reports, and client documentation.
• Ensure all service activities comply with company standards, safety requirements, and client expectations.

Key Performance Indicators

Reporting

• Clear and timely reporting to clients, contractors, and internal teams.
• Completion of internal service reports and performance summaries.
• Sign‑off on support calls, training sessions, and site visits.

Timelines

• Response time to service tickets.
• On‑time resolution percentage.
• Time spent per service case.
• Number of visits required to close a service issue.

Quality

• Customer satisfaction and loyalty.
• Number of recurring issues or repeat visits.
• Customer complaints related to service quality.
• Number of post‑handover snags identified and resolved.

Effectiveness

• Number of change requests arising from service findings.
• Number of additional material requests due to service interventions.
• Accuracy and completeness of service documentation.

Planning / Task Management / Scheduling

• Effective scheduling of service visits and coordination with other departments.
• Ensuring all required documentation, tools, and materials are prepared ahead of visits.
• Clear briefings to technicians and support teams before dispatch.

Requirements

• Bachelor’s degree
• Proven experience in AV service operations, technical support, or service management.
• Strong understanding of AV systems, signal flow, control systems, and networking.
• Experience managing teams and coordinating field service activities.
• Excellent troubleshooting and problem‑solving skills.
• Strong leadership, communication, and interpersonal abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Customer‑focused mindset with a commitment to service excellence.
• Familiarity with ticketing systems, service workflows, and documentation tools.