DVS LED Systems, a division of Dynamic Visual Solutions, is a leading manufacturer of large-scale LED Video Wall Displays serving entertainment and commercial AV markets across the U.S., Canada, and Europe. We’re looking for a driven, strategic leader to take ownership of our Service and Operations function end-to-end — from the warehouse floor and freight dock to technical service, RMAs, and after-sales support.

About the Role

As Director of Service & Operations, you’ll lead the function that keeps DVS LED Systems running — warehousing, shipping, inventory control, facilities, technical service, and RMA/spare parts fulfillment — from our Fort Lauderdale headquarters. You’ll set the strategy and KPIs for the department, build and lead a team of managers and frontline staff, and serve as the senior cross-functional partner to Quality, Customer Service, Product Development, Marketing, Purchasing, Sales, and Finance. This is a leadership role: you’ll be accountable for the department’s performance, budget, and team development, not just its day-to-day execution.

What You’ll Own

Service & Operations Leadership

• Own the overall Service & Operations strategy, translating business goals into department-wide KPIs, budgets, and accountability structures.
• Build, lead, and develop a team of managers and staff across warehouse, logistics, and technical service functions — including hiring, coaching, performance management, and succession planning.
• Establish and continuously refine SOPs across the department, driving consistency, accuracy, safety, and efficiency at every level.
• Report on departmental performance, budget variance, and key metrics to executive leadership on a regular cadence.

Warehouse & Logistics

• Oversee all warehouse functions end-to-end — receiving, put-away, inventory control, picking, shipping, and logistics.
• Own outbound freight performance, costs, and carrier relationships, including RFQs, carrier selection, and resolution of freight damage and loss claims.
• Conduct regular inventory counts, maintain WMS accuracy, and manage the freight and site expense budget with clear variance tracking.
• Collaborate with Purchasing and Sales to manage product lifecycle, reduce excess inventory, and keep slow-moving and refurbished stock under control.

Technical Service & After-Sales Support

• Own the RMA process end-to-end, from intake through resolution, setting and enforcing SLAs across Customer Service, Technicians, and Warehouse.
• Direct spare parts inventory and fulfillment strategy to meet after-sales service turnaround targets.
• Ensure technical service and helpdesk tickets are tracked, current, and resolved within SLA — escalating and resourcing as needed so nothing falls through the cracks.

Facilities & Systems

• Oversee general facility maintenance to keep the workspace clean, safe, and productive.
• Partner with IT to improve ERP and WMS configuration, integrations, and data integrity.
• Implement visual boards and dashboards to support tiered huddles, KPI tracking, and variance reviews at the leadership level.

What You Bring

• 7+ years of progressive experience in operations, warehouse, and/or service management, including at least 2-3 years in a director-level or senior leadership capacity managing managers.
• A proven track record of building and scaling SOPs, KPIs, and accountability structures that move the needle on operational and service performance.
• Strong command of logistics, inventory management, technical service operations, and quality control principles.
• Experience owning and managing department-level budgets, with a track record of holding performance metrics accountable.
• Demonstrated people-leadership experience — hiring, developing, and managing a multi-functional team.
• Proficiency in ERP and WMS systems; NetSuite and Zendesk experience strongly preferred.
• Solid computer skills across MS Office, CRM systems, helpdesk platforms, and shipping management tools (FedEx, UPS).
• Clear, confident communicator — equally comfortable with customers, frontline staff, and executive leadership.
• A “the show must go on” mentality and genuine willingness to roll up your sleeves when it counts.
• Valid driver’s license and reliable transportation required.
• Fluent English required; bilingual a plus.

Bonus Points For

• Background in the professional AV/AVL industry.
• Prior leadership experience in a technical service or AV environment.
• Working knowledge of DMX Lighting.
• Experience managing tradeshow or demo inventory.

Working Conditions

• Full-time, on-site role — 5 days per week at our Fort Lauderdale HQ.
• Regularly requires use of hands, standing, walking, and sitting.
• Must be able to lift up to 50 lbs as needed.

What We Offer

• Health, Dental, and Vision Insurance
• Paid Time Off, Holidays, and Sick Time

DVS LED Systems, a division of Dynamic Visual Solutions, is a leading manufacturer and provider of large-scale LED Video Wall Displays, serving a wide range of entertainment and commercial AV market applications throughout the United States, Canada, and Europe.

DVS is currently seeking a Service & Support Coordinator to join its team at its Headquarters in Fort Lauderdale. The primary objective of this position is to facilitate all after-sales service and support operations. This includes working directly with customers to proactively assist with after-sales support and service-related operations needs, arranging RMA returns for service, processing parts requests, and receiving inbound RMA shipments.

This position requires maintaining a working technical knowledge of LED video Display technology with a strong understanding of computers and Specialty Software. Direct prior experience with LED Video Displays (LED Walls) OR equivalent practical experience in performance lighting, video, sound, and/or working knowledge of the Live Entertainment (Event, DJ, Concert, Theatre, and or Architainment) or AV integration industry is preferred. This position will require being on-call after hours on a rotating schedule.

Primary Responsibilities:

• Proactively respond to requests for hardware and/or technical assistance received via Phone, Email, or Helpdesk with strong communication and follow-up skills.
• Gain a deep understanding of the product, LED technology, and relevant control system software to accurately guide customers on general operation, troubleshooting, and on-site repair of components/equipment.
• Initiate and arrange RMA returns for components being sent for service.
• Prepare and arrange outbound shipments for customer orders and general parts requests.
• Maintain Helpdesk tickets and statuses.

Secondary Responsibilities:

• Perform occasional basic repairs of returned components.
• Assist warehouse team with inbound/outbound shipments to ensure timelines are met.
• Other duties as assigned by management.

Requirements & Experience:

• Prior experience in operating, setup, or servicing professional-grade AV Equipment (Lighting, Sound, Video, LED Wall) OR Equivalent practical experience.
• Ability to gain a deep understanding of the internal design and specialty software programs for testing products.
• Ability to provide timely and concise communication to customers and management regarding repairs.
• Intermediate-level computer skills, including MS Office, IT/Networking, CRM Systems, Helpdesk Programs Inventory Management Systems, and Shipping management platforms (FedEx, UPS).
• Detail-oriented, Self-sufficient, and organized work ethic
• “The show must go on” attitude and willingness to help others inside and outside the company/department.
• Strong verbal and written communication skills.
• Ability to multi-task, prioritize, and manage time effectively
• Reliable transportation with a valid driver’s license.
• Ability to read and speak English fluently. Bilingual preferred.

Preferred Skillsets:

• Prior experience or working knowledge of LED video wall displays.
• Prior experience in a customer service role in the Professional A/V industry.
• Netsuite & Zendesk Experience
• Working knowledge in DMX Lighting

Working Conditions:

• This position requires reporting to the office 5 Days per Week
• Must be on-call emergency technical requests after hours and on weekends (remotely)
• Some heavy lifting may be required (Up to 50lbs)

Benefits:

• Health Dental Vision Insurance
• Paid Time Off
• Paid Holidays
• Paid Sick Time