Technical Service Manager

DEPARTMENT Sales/Customer Experience

LOCATION  Burbank, California



The Technical Service Manager shall be responsible for providing industry-leading technical support for all LiteGear products.  This entails everything from developing pre-launch service guides, parts lists, and service documentation through post-sales technical support.  In addition, this position will develop the Certified Service Program and then implement the training of that program. This includes, but is not limited to, the duties and responsibilities described in the following outline.


  • Create a service guide template that will provide step by step instructions on how to troubleshoot, repair, and test all LiteGear products.
  • Work with engineering and product management pre-product launch to determine the replaceable and saleable parts, preliminary service guides, and the technical support training needed for the Sales and CX Team.
  • Propose modifications and/or updates to current service and repair processes to use time and resources more effectively and efficiently.
  • Take responsibility of the RMA for Repair Report to determine trends and make the necessary recommendations to Operations and Engineering on potential design or assembly changes.
  • Design, build and implement a Certified Service Program taking into consideration the different tiers of support provided by different customer types. g. End User, Rental Company, Dealer, etc.
  • Work with Director of CX to build a teachable, searchable, and usable technical support knowledge base for CX to access when troubleshooting product issues on the phone or in person.
  • Develop an escalation matrix for technical support issues with a clear path of who, what, when. This escalation matrix should be derived prior to a new product launch and defined for sustaining products.  In addition, create an emergency service program for both during business hours and after hours.
  • Build sustainable and longstanding customer relationships with key technical industry colleagues to share knowledge and resources.
  • Manage the Technical Service Staff and liaise closely with the Engineering and lab staff.
  • Resolve direct, escalated customer service issues via email, phone, chat, or social media.
  • Additional responsibilities and duties assigned as needed by Director of CX or Sr. VP of Sales.


  • Strong computer skills w/Microsoft Word, Excel, and Adobe software experience preferred.
  • High attention to detail, critical thinker, and problem-solving experience.
  • Strong written and oral communication skills.
  • Excellent planning organizational experience including ability to manage multiple priorities simultaneously.
  • Customer oriented and able to troubleshoot and diagnose customer issues quickly and effectively.
  • Able to read assembly drawings, BOM’s, and technical manuals.
  • Experience in managing people.
  • Ability to travel to support LiteGear in service training.


  • High school diploma or equivalent; college degree preferred
  • 5 years of experience within a technical service/support role
  • Experience in electronics, lighting, manufacturing, or another technical industry strongly preferred.


  • $70,000 to $85,000
Why LiteGear – Have you every wanted to be part of the exciting and creative world of movie making? Have you ever been curious how filmmakers create beautiful images using light and shadow? Have you ever wanted to be part of a Team of talented, creative, and motivated people that are out to change the world? If so, LiteGear could be the company for you.
LiteGear has been innovating the lighting industry for the past 16 years with the focus on becoming the leading cinematic lighting solutions provider in the world.
We are currently looking for new team members who want to be part of creating the future of cinematic lighting technology and to be part of a company with excellent benefits, fun work environment, and rewarding careers.

LiteGear was founded in 2006 after creating the lighting solutions for the arc reactor in the major motion picture Iron Man and the bridge of the Starship Enterprise in Star Trek (2009). LiteGear has since developed product lines such as LiteRibbon, LiteDimmer, LiteMat, and LiteTile which continues to have a major impact on lighting and set design across the globe. Come join us and make an impact on movie making. 

Salary is commensurate with experience. LiteGear Inc. offers comprehensive medical and dental benefits, generous vacation, holiday and sick/personal leave, as well as a 401k and profit sharing plan.
LiteGear Inc. is an equal opportunity employer.
COVID-19 considerations: We have a mandatory vaccination policy