Service Technician

Overview

Providing a high level of customer service is a top priority at Haven Smart and a core part of our overall client experience. Our service team plays a critical role in the company by supporting clients both onsite and remotely, resolving technical issues, and delivering timely, effective solutions. This role requires the ability to explain and solve complex technical problems in a clear, easy-to-understand way.

You will also review clients’ existing system configurations and recommend upgrades or enhancements when appropriate.

• Diagnose complex technical issues using component isolation to resolve problems efficiently
• Provide onsite and remote technical support to clients and deliver effective solutions
• Document all work performed onsite accurately in our ticketing system
• Ensure all parts, cables, and labor used onsite are properly recorded on work orders for billing
• Evaluate existing client systems, review objectives and specifications, and recommend improvements or upgrades
• Work with the Service Manager to develop and present upgrade proposals to clients
• Maintain client confidentiality and protect sensitive information
• Communicate clearly and determine the most effective way to address client questions and concerns
• Escalate issues as appropriate when additional support or approval is needed
• Process and follow up with RMAs from start to finish
• Schedule client appointments and manage your own daily schedule

• 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