Service Manager

Company Overview

We are partnering with a well-established luxury smart home technology company based in Rye Brook, NY, serving high-end residential clients throughout Westchester County. With more than 25 years in business, this integrator has built deep, long-standing relationships with an elite clientele and earned a reputation for uncompromising quality and service.

Leadership describes the team as a close-knit family that puts people first and prides itself on transparency and straight-shooter communication. The company is entering a significant growth phase and is investing seriously in building out its service department into a business unit that can rival installation in scale and importance.

Why Join Us?

• Build and Lead a Growing Department

  — This is a ground floor opportunity to help build the company's service department from within, with a clear path to hiring and leading a team as it grows.

• Real Input, Not Just Execution

  — The right person will help shape the company's formal service program and service contract structure from scratch, not just carry out an existing playbook.

• Realistic On-Call Expectations

  — True after-hours deployment is rare, happening only a handful of times in more than six years. Most weekend responsibilities are limited to monitoring email and the occasional client response.

• People-First, Straight-Shooter Culture

  — Leadership is explicit that the business is built around taking care of people first and communicating honestly, even when it's not easy.

• Established Reputation, Room to Grow

  — With more than 25 years in business and a loyal, high-end residential clientele, the company is entering a period of significant growth and investing in the people who help get it there.

• Quarterly Bonus Tied to Your Impact

  — Compensation includes a quarterly performance bonus tied to service revenue and customer satisfaction, on top of a competitive base salary.

Job Overview

The Service Manager will be the primary point of contact for all service-related requests, from established clients and newly onboarded accounts alike. This is a hands-on, client-facing role that blends technical programming work with day-to-day service coordination. The Service Manager will respond directly to client communications, resolve issues remotely whenever possible, and deploy onsite to complete programming, troubleshooting, or system adjustments when a remote fix isn't enough.

A key part of the role is proactive: each morning, the Service Manager monitors client systems to catch offline devices or emerging issues before they become service calls. When additional support is needed for a same-day or urgent issue, this person coordinates with the broader team through shared communication channels.

This is a true ground-floor opportunity. The Service Manager will work closely with ownership to help build and formalize the company's client-facing service program, with a clear path to growing the department into its own team as it scales. The ideal candidate is a proactive self-starter who takes ownership of a service call from first contact through resolution and thinks several steps ahead rather than waiting to be told what to do.

Responsibilities

• Serve as the primary point of contact for all service-related client communications, responding to emails and coordinating scheduling
• Diagnose and resolve issues remotely when possible, and deploy onsite to complete programming, troubleshooting, or system adjustments when needed
• Proactively monitor client systems each morning to identify offline devices or emerging issues before they become service calls
• Coordinate with the broader team through shared communication channels when additional support is needed for a same-day or urgent issue
• Help develop and formalize a client-facing service program, including a formal service contract
• Build toward growing the service department into its own team, with the opportunity to hire and lead additional staff as the department scales
• Monitor email and respond to occasional client communication outside standard business hours
• Support programming and installation on full system builds as time and capacity allow

Qualifications

Required Qualifications

• Strong programming and troubleshooting experience within residential smart home and home automation systems
• Comfortable working independently, prioritizing multiple client requests, and communicating directly and professionally with clients
• A proactive, self-starter mindset with the ability to anticipate needs and connect the dots without being told what to do
• Comfortable monitoring client systems and responding to occasional client communication outside standard business hours

Preferred Qualifications

• Experience with Control4 strongly preferred; experience with Lutron or other major home automation platforms is also valued
• Prior experience growing or managing a service department, or genuine interest in doing so
• An entrepreneurial mindset and interest in helping shape a growing business unit

Benefits

• Health, dental, and vision insurance
• Paid time off (PTO) and company holidays
• Company Vehicle
• Retirement savings plan

Compensation

$85,000 to $100,000 base salary, based on experience, plus a quarterly performance bonus