Commercial Integrator January 2021 - 32

BUSINESS Employee Management
INTERVIEW
QUESTIONS TO ASK
SERVICE MANAGER
CANDIDATES
Pro AV firms: if you're looking for an audio visual services
manager, here are some great interview questions for
candidates. By Adam Forziati
PRO AV HAS A BIG HIRING PROBLEM, so
we've decided to do what we can to help
audio visual firms find their next great employees
by identifying the best audio video
interview questions to ask candidates.
In this edition, we're focusing on what
interview questions to ask service manager
candidates.
As Lionel Felix, CEO of Felix Media Solutions,
says: it takes a very specific personality
to be a great audio visual service delivery
manager.
" When hiring a service manager I want
a drill sergeant with a big big smile, " says
Felix. " A service manager has to be an
air-traffic controller that thrives in an intense
environment and enjoys pressure. They
should find their flow state in the movement
of tickets, the phone calls, the sending of
people out to solve issues and be completely
obsessed with happy customers.
" I would 100% hire a rock star hotel manager
from Starwood over some broody old
white dude that runs service like a plumbing
shop, " he says.
Two Kinds of Service Managers
Jeff Ashachik, VP of recruiting at audio visual
recruiting company HireSparks, classifies
the role into two types:
› the experienced, design-capable person,
someone who is very proactive
› the less-experienced, business-capable
person who is more reactive
32
Depending on your firm's needs, you
may need one, the other, or both of these
personalities. But critically, the former
person will cost more to hire, while the
latter should be hired for less, given relative
experience levels.
Interview Questions for Service
Manager Candidates
First thing you look at: are they CTS?
If not ...
› " You've been in the industry for how
many years...why didn't you get your
CTS? "
Do they make excuses? You don't want
to hear, " oh, my company never put me
through it. " Did they try to pursue other
forms of independent licensing or training?
Look for someone who invests in themselves
and their own development.
If they are CTS, why not CTS-D? etc.
› Did you ever have to fire someone, and
if so, how did that go?
Compassion, but with a degree of realism.
Those are two important traits to look for in
this answer.
Have you ever worked with an as-a-service
business model?
If your firm isn't already looking for service
contracts, perhaps this person can help
forge the way to them.
Commercial Integrator JANUARY 2021
What is your preferred method of organizing
tasks?
Listen for mentions of Agile, Trello, or any
means of good organization and a commitment
to meeting goals on time or early.
Of the projects you begin, what percent
are completed, what percent die on the
vine, and what percent fail to launch at all?
Realistic answers are fine, as long as the
person doesn't make you feel as though
they are always a " victim of circumstance. "
Yes, sometimes unexpected things happen
that they cannot help, but can they pivot
the situation?
Critically: Do They " Delight " You?
Felix told us that he and his wife always
return to the same hotel for their vacations
for one important reason. " We go there
because they have so much give-a-crap
it's mind-bending. I feel so well taken care
of that when they don't get it right, omg I
don't care. They have my money, they do
no wrong, you can't take me from them.
" My clients have called me laughing
saying 'OMG, some big sales person at
[big national firm] called and tried to get in
and I said 'oh no, we love Felix, we would
never change.' Is that because I'm the best
CEO ever? Ha, no! It's because my guys in
my vans go out there and delight the hell
out of people, " he says. CI
commercialintegrator.com
What have you implemented to make a
company more efficient?
So you've already established what they've
done to better themselves. But have they
ever instituted any efficiency initiatives at
their workplace(s)?
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Commercial Integrator January 2021

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