Service/Support Lead

About the Job:

The Service/Support Lead is responsible for the overall success of Summit's customer support and service operations for existing clients. This role ensures Summit-installed AVL systems are reliably supported and that support and paid service offerings are delivered consistently and profitably.

The Service/Support Lead combines hands-on technical expertise with people leadership, operational ownership, and process development. This position sets the standards, systems, scheduling, and execution of Support and Services, manages Service/Support Technicians, and owns the operational delivery of post-install support and services.

The Lead works closely with the Lead System Design Engineer, Account Managers, and other Summit teams to define service boundaries, improve service delivery, and scale offerings as the department grows.

Definitions:

• Support: Post-install warranty support including remote diagnostics and troubleshooting for installed systems, assisting clients with manufacturer warranty coordination, and addressing issues related to Summit's installation workmanship during warranty period.

• Service(s): Contracted offerings that provide proactive, ongoing, or expanded assistance beyond included Support, such as maintance plans, system calibration, upgrades, and on-site services.

About Us:

At Summit Integrated, we pride ourselves on delivering top-notch services and solutions to our clients for over 20 years. We are a Colorado-based full service, purpose-driven, Audio Video Lighting integrator with an extensive national reach in the House of Worship industry. Our church audio, video, and lighting systems are powerful, yet user-friendly, and equip our clients with the right industry tools and training to take their worship experiences to the next level. We value providing a rewarding employee atmosphere of working as a team towards shared goals and rewards, and we are looking for individuals who embody our core values of: People First, Driven by Excellence, Be Humble-Stay Humble, Integrity Speaks Louder than Words, Generosity without Limits, Don't Forget to Have Fun.

Responsibilities:

• Owns the day-to-day outcomes of post-install Support, serving as the primary escalation point for complex technical issues and leading structured escalation processes. Maintains accountability for troubleshooting, cross-functional and manufacturer coordination, follow-through, and final resolution quality.
• Upholds elite customer experience standards throughout the support lifecycle, ensuring responsiveness, professionalism, clarity of communication, and confidence in Summit's ability to resolve issues effectively.
• Exercises sound judgment to distinguish Support from Services, enforces scope boundaries with a customer-first approach, validates Summit-installed systems, and commits to approved service timelines and SLAs. Manages customer expectations and prioritized service requests to balance responsiveness, fairness, and contractual obligations.
• Owns Summit's internal IT systems, including hardware, software, and network devices (LAN, WiFi, conference rooms, and staff devices). Ensures systems function properly and promotes adherence to cybersecurity policies and best practices, escalating company-wide concerns as needed.
• Provides and oversees internal IT support for Summit staff, tracks IT assets, and manages software subscriptions as necessary. Partners with vendors and internal teams to maintain, upgrade, and optimize IT systems.
• Serves as the system owner for the helpdesk and support tooling, defining workflows, standards, and usage expectations.
• Plans schedules, on-call rotations, and workload distribution to ensure adequate coverage and sustainable operations. Sets and enforces standards to technical quality, documentation, and customer interaction.
• Defines, tracks, and reviews key performance indicators for Support and Services, including customer satisfaction, SLA adherence, service revenue, and operational efficiency. Uses metrics to drive accountability and continuous improvement.
• Collaborates with Account Managers to support customer relationships, including service sales, delivery, and renewals.
• Coordinates with Install, Assembly, Engineering, and Solution Architect teams to ensure effective service delivery, resolution of complex issues, and alignment with operational objectives.

Skills and Abilities:

• Ability to function in a high-paced and, at times, high-stress environment.
• Excellent verbal and written communication skills.
• Displays empathy, intuition, and good judgment.
• Dependable and organized, able to work independently while maintaining focus and attention to detail.
• Strong ability to problem solve.

Job Requirements:

• Bachelor's degree in a relevant field such as AVL Technology, Information Technology or related field. Equivalent work experience may be considered in place of formal education requirements.
• Preferred: Certifications or courses in AVL technology, audio/video equipment, network systems, and system integration.
• OSHA 10 Certification
• Maintains driver's license in good standing with DMV and the ability to be insured under Summit's insurance policy.
• 5+ years of experience in an AVL technical role, ideally within the House of Worship AVL industry. Experience in system implementation & operation. Technical Experience with industry-standard tools for designing and configuring AVL systems. On-Site Experience with installation or commissioning of projects.
• Preferred: 5+ years of experience in technical roles, with at least 5 years in a church staff or similar role, 2+ years in design. Experience with advanced AVL systems, including design, implementation, and troubleshooting. Expertise in both technical and business aspects of solutions, including balancing client needs with organizational goals (e.g., cost, timeline, scope).

This position has the following mental capabilities and cognitive requirements:

• Able to read, write, spell and communicate effectively in English, ensuring clear and concise documentation and communication.
• Advance math skills.
• Basic reporting skills.
• Dependable and organized, able to work independently while maintaining focus and attention to detail.
• Strong ability to problem solve multitask numerous activities/projects and handle unexpected situations with calm and good judgment.

Working Conditions:

• Long periods of sitting/standing at a desk.
• Ability to lift or otherwise move moderate weight (such as a box of paper).
• Hand movement, including repetitive motions, grasping, holding, finger dexterity, and rotation of the wrist.
• Reading and writing.
• Near visual acuity and color differentiation.
• When traveling, this position may also require frequently standing for 5+ hours, bending and twisting at the neck and waist, reaching forward and above the head, crouching, squatting, stooping, and kneeling.
• Climbing and working 6+ feet off the ground.
• Must be able to lift and carry to the shoulder or otherwise move 75/90 pounds regularly/occasionally.
• This position requires the ability to travel to various locations, including out of state.
• This position is commonly exposed to inside work, fluorescent lights, concrete floors, computer monitors and screens.
• When working on a job site, this position must be able to wear personal protective gear most of the day.
• This position is frequently exposed to loud work areas, exposure to dust, working at 6+ feet from the ground, confined spaces and uneven terrain.

Work Location: In person, at our headquarters in Colorado. But requires the ability to travel to various locations, including out of state.

Job Type: Full-time

Salary: Starting at $70,000.00 - $90,000.00 per year, based on experience

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Full-time - Minimum 40hrs per week
• Travel may be required up to 20-30% of the time, with travel days and hours subject to fluctuation based on project demands.
• Availability for work is required seven days per week, from Monday through Sunday.

This role is responsible for the planning, coverage, and outcomes of on-call rotations and weekend support. As part of that responsibility, the Service/Support Lead may directly participate in on-call and weekend support as needed.

Core Business Hours:

• Monday–Friday 8am-5pm MT

Supplemental pay types:

• Bonus opportunities

Join our team and contribute to Summit Integrated's commitment to service. Take the next step in your career by applying now!