Embedded Service Supervisor (The Bay Area)

PURPOSE OF THE JOB

The Embedded AV Site Supervisor leads the service and events team for the client, managing, maintaining and supporting AV systems to ensure minimal downtime and maximum system reliability. This on-site leadership role is responsible for the day-to-day coordination of all AV service activities, preventative maintenance programs, and event support operations at the client location. The supervisor serves as the primary point of contact between the client and the service organization, ensuring seamless communication, rapid response to technical issues, and consistent delivery of high-quality service. This role supports long-term service delivery while maintaining strong client relationships and operational excellence through proactive system management, team development, and continuous process improvement.

 

RESPONSIBILITIES/DUTIES

 

Service Delivery & Client Management

• Lead service team during system commissioning and handoff from production
• Maintain key account relationships with client and Account Managers
• Perform preventative maintenance on commercial client AV systems using provided service tools
• Ensure all contracted Service Level Agreement commitments are met

Leadership & Development

• Train, coach, and lead embedded service and events team
• Develop team member technical skills through hands-on mentoring and knowledge sharing
• Conduct regular performance reviews and provide constructive feedback
• Foster a collaborative team environment focused on client satisfaction
• Drive continuous improvement in service processes and team performance
• Hold team members accountable to service goals and quality standards

Operations & Communication

• Provide on-site and phone technical support to client and service team
• Communicate system best practices and proper usage to client
• Present cost estimates for solutions and obtain client approval
• Report service activities, team performance, and site operations to the account management team
• Provide regular updates on SLA compliance, system status, and client satisfaction
• Escalate critical issues and strategic opportunities to the account management team

Qualifications

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

 

Technical Skills

• Advanced knowledge of commercial AV systems and their functionality
• Proficiency with Windows applications, Microsoft Office, VPN access, and web applications
• Experience with Apple iOS products (Apple TV, iPad, iPhone) for integrated system control
• Ability to navigate PC and Mac platforms, file structures, control panels, and command line prompts

Professional Skills

• Strong leadership and team management experience
• Exceptional interpersonal and customer service abilities
• Excellent verbal and written communication skills
• Proven problem-solving and conflict resolution capabilities
• Ability to multitask and maintain composure under pressure
• Knowledge of management principles and service operations

Preferred Qualifications 

• AV industry certification standards
• Experience managing service contracts and SLA compliance
• Background in commercial AV integration or project management

 

About AVDG

Founded in 1996, Audio Visual Design Group (AVDG) is a leading design-build firm specializing in next-generation AV design & integration, revolutionizing smart homes, smart enterprises, smart venues for clients across the globe. Our innovative, passionate, and technical culture allows us to deliver the most sophisticated systems and continuously change the AV landscape demonstrating to clients what technology can do for them. AVDG's world-class team and original smart-system solutions are regarded among the best in the industry.

 

Since joining the Business Solutions Division of the Guitar Center Company in late 2017, AVDG has been able to leverage new avenues of growth and opportunities to better support our clients and our team. Guitar Center is bolstering AVDG's high-growth trajectory, rigorously expanding our national footprint.

 

We believe in putting our customers first, engaging with respect and integrity, and fulfilling our mission with passion.

 

Why join us?

We are the premier integrator, redefining client experiences through leading-edge technology, unrivaled service, and passionate

people.