From Replication to Reinvention: Building an Entertainment companies first U.S. Service Infrastructure

Challenge:
Solotech initially planned to replicate its Canadian service department structure across its growing U.S. footprint. But the model wasn’t compatible with the scale of U.S. geography, labor workflows, or market expectations. Live production, service, and resale support were all bottlenecked by an approach that didn’t scale — and lacked accountability.

What I Did:I was quietly embedded as a Canadian-based employee working with the U.S. division to design and build Solotech’s first formal service operations.. While I used the Canadian model as a starting point, it quickly became clear it couldn’t be copied it needed to be reimagined.

I built new workflows for intake from live production teams, designed service infrastructure that supported multiple verticals (from boardrooms to churches to music venues), and created scalable systems for regional coordination. I also sourced and contracted partners across the country to supplement our staff where needed. From service call protocols to internal support flows, everything was rebuilt to work in real-time, high-pressure field environments.

Additionally, I contributed key feedback on Solotech’s outdated e-commerce site for used gear — helping improve its integration with real-world service logistics. While I didn’t lead that project, my insights helped shape a more effective customer and fulfillment experience.

Results:

• Built Solotech’s first scalable U.S. service operations framework

• Improved turnaround times for live production teams and service dispatch

• Strengthened communication across field teams, warehouses, and headquarters

• Contributed to the modernization of Solotech’s used gear resale operation

• Created a repeatable model for future U.S. region expansion

Tags:
#ServiceDesign #LiveProduction #FieldOps #AVLogistics #ProcessEngineering #CrossBorderOps