Service Operations Manager - Kiosk & Retail Display Systems

Job Description

Job Description

Related experience that fits this role may include positions such as:
Field Service Manager | Technical Support Operations Manager | Digital Signage Operations Manager | AV Service Manager | Retail Technology Support Manager

Ramsey, NJ | Full-Time | In Office (5 Days Per Week)

ABOUT THE COMPANY

We support technology systems installed in big box retail environments across the United States. These include large television display walls, digital kiosks, wireless carrier product displays, and networked digital signage used in retail electronics departments.

When those systems need attention, our service team becomes the center of coordination — troubleshooting issues remotely, managing parts logistics, and dispatching technicians when necessary. We operate as a small, capable team that values organization, practical thinking, and mutual support . The goal is simple: keep systems running reliably while making sure technicians and customers can depend on us.

ABOUT THE ROLE

We are seeking an experienced Service Operations Manager to lead a technical support and field service operation responsible for maintaining network-connected retail display systems deployed across multiple store locations nationwide. These systems include digital signage, kiosks, and large television display walls managed through remote monitoring tools, CMS platforms, and coordinated field technician service support.

This role oversees the people, processes, and operational systems that keep these installations running smoothly.

The manager supervises:

• 4 full-time technicians
• 4 part-time technicians
• 1 Parts Inventory Specialist

The role also works closely with Shipping/Receiving to ensure parts and replacement components move efficiently from inventory to technicians in the field or store personnel capable of assisting locally.

This is a hands-on service operations leadership role , not a traditional corporate call center. The manager stays close to the work and helps keep the team organized and effective.

TECHNOLOGY ENVIRONMENT

The systems supported combine retail display technology, networking infrastructure, and remote management platforms.

Retail Display Systems

• Large television display walls
• LCD digital signage
• LED signage (stand-alone or kiosk integrated)
• Bluefin wide-screen displays
• Interactive touchscreen kiosks

Media & Video Systems

• BrightSign media players
• Digital signage playback systems
• HDMI distribution systems and advanced HDMI splitters

CMS & REMOTE SYSTEM MANAGEMENT

A Content Management System (CMS) communicates with media players deployed in the field to:

• Push content and software updates
• Manage display programming and schedules
• Perform handshake reporting with deployed units
• Monitor operational status
• Detect system failures or connectivity issues

The CMS allows many problems to be diagnosed or resolved remotely without dispatching a technician.

NETWORKING INFRASTRUCTURE

• Cisco Meraki routers
• Network-based remote monitoring and troubleshooting
• Internal server systems used to manage and update deployed units

Device Connectivity & Control

• Serial command connectivity through USB interfaces for kiosk control
• HDMI signal distribution systems
• Wireless device display stands

Power & Device Hardware

• Charging cables and charging stations
• Power supplies supporting kiosk and display equipment

KEY RESPONSIBILITIES

Team Leadership

• Supervise 4 full-time and 4 part-time support technicians
• Maintain daily support coverage
• Provide guidance, structure, and operational leadership

Support Operations

• Manage incoming service requests from retail locations
• Track incidents and service activity using Zendesk
• Ensure support tickets move efficiently toward resolution

Technician Dispatch & Routing

• Coordinate field technician visits when on-site service is required
• Plan routing to reduce unnecessary travel and downtime
• Manage service coverage across multiple regions and time zones

Parts Management & Logistics

• Supervise the Parts Inventory Specialist
• Maintain organized inventory and parts availability
• Coordinate closely with Shipping/Receiving

Operational flow should remain practical and efficient:

Inventory → Pick → Pack → Ship → Technician / Store

Operational Tracking

• Use Excel on Microsoft 365 to monitor technician activity, parts usage, and service trends
• Maintain visibility into operational performance

QUALIFICATIONS

Required

• Experience managing technical support teams or service operations
• Strong organizational and leadership skills
• Experience using Zendesk or similar ticket systems
• Competency using Microsoft 365/Teams , Excel for operational tracking
• Ability to coordinate technician scheduling and dispatch efficiently

Preferred

• Experience supporting digital signage, kiosks, AV systems, or retail technology deployments
• Familiarity with Cisco Meraki networking equipment
• Experience coordinating field technicians and parts logistics

Leadership Approach

This role works best for someone who:

• Supports technicians rather than hiding behind procedure
• Builds checklists that actually prevent mistakes
• Creates systems that make work easier rather than more complicated
• Communicates clearly and takes responsibility when problems arise

We value teamwork, accountability, and respect for the people doing the work. Accordingly a performance bonus potential is based on operational performance.

Kollins Communications has been helping companies bring ideas to life for more than 50 years, supporting projects that range from creative marketing communications to large-scale retail technology deployments. Founded in 1974, as RJ Martin Company, the company has grown alongside the technologies used to communicate with audiences — from early multimedia and video production to today’s digital signage networks, immersive media, and connected retail display systems.
Our team works with businesses and organizations that need practical solutions and reliable partners. That work ranges from supporting technology installed across retail stores nationwide to producing video, experiential media, and marketing communications for a wide variety of clients.
The work itself is varied and keeps things interesting. One day we may be coordinating systems installed in retail locations across the country, and the next we might be producing content for a motorsports brand or helping a local beach bar promote its next event. The common thread is a group of smart, curious people who enjoy solving problems and working together.
Our services include experiential video, e-media, digital signage systems, web support, photography, printed materials, retail point-of-sale displays, and trade show and event support. Learn more at
Kollins Communications is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. Employment decisions are made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin or ancestry, citizenship, disability, military status, or any other characteristic protected by law.

Company Description

Kollins Communications has been helping companies bring ideas to life for more than 50 years, supporting projects that range from creative marketing communications to large-scale retail technology deployments. Founded in 1974, as RJ Martin Company, the company has grown alongside the technologies used to communicate with audiences — from early multimedia and video production to today’s digital signage networks, immersive media, and connected retail display systems.\r\nOur team works with businesses and organizations that need practical solutions and reliable partners. That work ranges from supporting technology installed across retail stores nationwide to producing video, experiential media, and marketing communications for a wide variety of clients.\r\nThe work itself is varied and keeps things interesting. One day we may be coordinating systems installed in retail locations across the country, and the next we might be producing content for a motorsports brand or helping a local beach bar promote its next event. The common thread is a group of smart, curious people who enjoy solving problems and working together.\r\nOur services include experiential video, e-media, digital signage systems, web support, photography, printed materials, retail point-of-sale displays, and trade show and event support. Learn more at Communications is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. Employment decisions are made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin or ancestry, citizenship, disability, military status, or any other characteristic protected by law.