Lead Service Technician

ETC Florida•Chicago, IL

2d•Onsite

About The Position

EOC Audio (ETC Florida's Sister Company) is seeking a skilled and customer-focused Service Technician / Customer Support Specialist to lead our Service Department. As a premier low-voltage systems integrator specializing in high-end residential and commercial audio, video, automation, networking, and golf simulators, we pride ourselves on delivering exceptional ongoing support. The Service Technician /Customer Support Specialist is a critical leadership role responsible for ensuring world-class post-installation support, rapid resolution of service issues, and high client satisfaction. You will combine strong technical expertise with team leadership and operational efficiency to manage all service-related activities.

Requirements

3–5+ years of hands-on experience in low-voltage AV, home automation, or IT/networking support.
Strong troubleshooting skills across AV systems and networking equipment.
Familiarity with platforms such as Crestron, Control4, Ubiquiti, Sonos, or similar systems.
Ability to diagnose and resolve technical issues both remotely and in person.
Experience working with service ticketing systems.
Excellent communication and customer service skills.
Organized and able to manage multiple service requests simultaneously.
Valid driver’s license with a clean driving record.

Nice To Haves

Prior experience in a Service Technician or customer support role within an AV or integration company.
Manufacturer certifications (Crestron, Control4, Ubiquiti, etc.).
Experience with service software such as ServiceTitan, Jobber, or similar tools.
Knowledge of commercial AV or conferencing systems.

Responsibilities

Serve as a primary point of contact for clients needing service or technical assistance.
Provide professional, friendly, and clear communication with clients via phone, email, and remote tools.
Walk clients through basic troubleshooting steps and ensure they feel supported throughout the process.
Deliver a high-quality customer experience on every interaction.
Respond to service requests and manage assigned tickets from intake through resolution.
Document all work performed, including troubleshooting steps, parts used, and final resolution.
Ensure timely follow-up with clients to confirm issues are resolved.
Accurately add required parts and materials to service jobs.
Diagnose and resolve issues involving systems such as: Crestron, Control4, Elan Ubiquiti UniFi networking (Wi-Fi, switches, firewalls) Sonos and distributed audio systems AV over IP and video distribution Barco ClickShare and conferencing systems
Perform both remote troubleshooting and on-site service calls as needed.
Escalate complex issues appropriately while continuing to support resolution efforts.
Travel to client locations to perform service calls, maintenance, and system adjustments.
Test systems to ensure proper operation after service completion.
Identify potential issues and proactively recommend solutions to clients.
Work closely with other technicians, installers, and project teams to resolve issues efficiently.
Provide feedback on recurring issues to help improve system design and installation practices.
Maintain accurate records in the service management system.