AVI Systems · 11 hours ago
Regional Service Manager
New York, NY, USA
Full-time
Onsite
Mid, Senior Level
$96K/yr - $132K/yrFORTÉ is a 100% employee-owned company with over 50 years of experience in designing and delivering systems for modern workplaces. The Regional Service Manager is responsible for the Southeast region's service portfolio, focusing on customer support, resource management, and ensuring service quality and customer satisfaction.
Audio/Visual EquipmentInformation TechnologySoftwareTelecommunications
Responsibilities
Directly supervises all branch and regional service technicians and works as a key liaison to the Central Service Coordination team
Conduct Service Delivery Reports to all SSA clients on a cadence that aligns with the size and complexity of the contract. (The report should show call metrics, speak to value being provided, when the recertifications were/are being completion and any open items needing to be investigated with the Account Manager.)
Acts as the primary point of service escalation for the region
Oversight of customer support, diagnosis, service and repair of audio, video, collaboration, and presentation equipment and systems is provided within agreed upon time frames
Pro-support contracts are explained and promoted to existing and new customers
Coordinates in-shop service, engineering and fabrication of special purpose devices when required
Service programs are designed and priced according to Managed Services best practices – for large and complex service programs – receive guidance from the Managed Services Delivery and Practice teams
Leverages technical and non-technical expertise to act as a technology trusted advisor and visionary for all service customers. Feedback is provided to facilitate customer satisfaction, service quality and efficiency improvements
Ensure the timely completion and customer notifications of all necessary documents pertaining to service orders, repairs, parts/materials ordering and inventory
Qualification
Required
Strong service development, service sales methodology experience, service management and honed skills in building working relationships with cross-functional teams
Ability to create and develop service collateral, service presentations, and general business correspondence
Ability to read, analyze, and interpret professional journals, technical procedures, and governmental regulations
Ability to write reports, service proposals and business correspondence
Ability to effectively present information and respond to questions from groups of technicians and clients
Ability to effectively use standardized company software programs
Preferred
Previous experience in the service of audio, video, audiovisual and presentation equipment, and customer satisfaction (CSAT) skills
A proven track record of growing service revenue and solid understanding of profit and loss statements
Previous experience with ServiceNow and Salesforce
AVIXIA CTS Certification and ITIL Certifications
Industry and manufacture-based certifications (i.e. Crestron, Q-Sys, Dante, Cisco, Poly, Zoom, and Microsoft)
Benefits
Healthcare, vision & dental coverage to keep you and your family well
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) for more control over your healthcare dollars
Employer-paid life and disability insurance for added peace of mind
401(k) with company match to invest in your future
Employee Stock Ownership Plan (ESOP) so you benefit directly from our shared success
Tuition reimbursement and ongoing learning opportunities to support your growth
Employer-paid employee assistance program to care for your physical, mental, and financial health
Paid time off that helps you truly disconnect
Company
AVI Systems
AVI Systems is now FORTÉ. Follow our new page, FORTÉ, for the latest updates and insights — this profile is no longer active.
Founded in 1974
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Stoebner
CEO
Brad Sousa
CTO
Recent News
2026-01-13
2026-01-06
2025-12-22
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