Service Technician

HAVENSMART LLC•Tampa, FL

10d•Onsite

About The Position

Providing a high level of customer service is of the utmost importance at HavenSmart and is an integral part of overall client offerings. As such, our service team is a vital part of the company. This role is responsible for assisting clients on site with their technical issues and providing solutions to problems in a timely manner. The ability to communicate with clients about complex technical problems in an easy-to-understand manner is a key function on this roll. Review client's current equipment configuration and recommend upgrades/enhancements, where warranted. Diagnose complex technical issues, use component isolation to address client issues in a timely manner - Handle onsite customer technical support issues and provide solutions - Document all information on what work was done onsite in our system - Ensure all parts and cables used onsite are properly added to the work order for billing along with labor - Improve existing client systems by evaluating objectives and specifications, reviewing proposed changes and making recommendations for upgrades. Work with service manager to provide proposals to clients - Maintain client confidence by keeping their information confidential - Determine the most efficient and effective ways to answer a client's questions - Escalate queries and concerns as appropriate - When a defective product is found during a service appointment, the RMA is started with the manufacturer, documented within the system, and communicated with the Service Manager.

Requirements

2+ years of network support
2+ years of AV experience
1-3 years of experience in a customer-facing position
1 year of security & alarm system experience
Outstanding Control4 knowledge
Excellent problem-solving and analytical skills
Multitasking and organizational skills
Be able to lift 50 pounds frequently and 75+ pounds occasionally
Be comfortable working from ladder or high places
Attentiveness and patience
Time-management skills
Valid driver’s license
Knows Home Automation, home networking and audio/video distribution
Has a strong work ethic and a willingness to learn.
Enjoys technology and its impact on our lives
Has a strong attention to detail
Is consistent and reliable
Likes to communicate clearly and confidently

Responsibilities

Assist clients on site with their technical issues and providing solutions to problems in a timely manner
Communicate with clients about complex technical problems in an easy-to-understand manner
Review client's current equipment configuration and recommend upgrades/enhancements, where warranted
Diagnose complex technical issues, use component isolation to address client issues in a timely manner
Handle onsite customer technical support issues and provide solutions
Document all information on what work was done onsite in our system
Ensure all parts and cables used onsite are properly added to the work order for billing along with labor
Improve existing client systems by evaluating objectives and specifications, reviewing proposed changes and making recommendations for upgrades
Work with service manager to provide proposals to clients
Maintain client confidence by keeping their information confidential
Determine the most efficient and effective ways to answer a client's questions
Escalate queries and concerns as appropriate
When a defective product is found during a service appointment, the RMA is started with the manufacturer, documented within the system, and communicated with the Service Manager.