Service Support Specialist; Bay Area CA

Service Support Specialist (The Bay Area CA)

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As a Service Support Specialist, you will harness your expertise in smart home technology or commercial AV integration to engage with clients, troubleshoot issues, and find solutions. This position will be part of our Regional Operation Support Center reporting to the Support Center Manager.

• Provide remote support and system monitoring for clients throughout the US
• Proactively address system issues as they arise
• Knowledge of Control systems (Control4 / Savant / Crestron / Lutron) – make basic code changes and troubleshoot
• Perform service tasks efficiently and quality conscious, including:
• Responding to client requests via phone/email, system checks, and client check-in calls
• Communicate proper steps and best practices to the client for use of AV & Control system
• Remotely perform preventative maintenance of client systems (via provided service tools)
• Perform remote installation of control programs (Control4 / Savant / Crestron / Lutron) firmware – upload and download
• Test integrated systems and components via remote access
• Schedule, dispatch, and manage service technicians for site visits
• Weekend on-call rotation is a requirement
• In-office presence at least 3 days a week is a requirement
• Local travel to field jobsites as needed
• Additional duties as assigned

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non‑musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

• Minimum 3-5 years AV Industry Experience
• Strong computer skills on both Mac and PC with knowledge of Windows applications, Microsoft Office, VPN access and web applications
• Knowledge of standard networking practices, configurations, and functions
• Ability to troubleshoot and address networking performance issues with the client and/or accurately relay the issue to the on‑site service technician
• Able to navigate around PC, file structures, the control panel and command line prompts
• Familiarity with Apple IOS products (Apple TV, iPad, Airport Express, iPhone/iTouch, OS10, etc.) as they relate to daily use for interfacing with and controlling integrated homes and/or home networks
• Full understanding of the pre‑wire, trim and final phases of a project, including proper use of all associated tools and safety
• Ability to read and understand device layout drawings, engineered schematics and provide redline corrections and construction blueprints as they pertain to A/V industry

• Knowledge of Control4 system Composer – Pro & Putty programming
• Knowledge in Cisco, Sophos, Pakedge, Araknis, Watchguard, or Ruckus networking equipment
• Knowledge in Crestron Toolbox, biamp and Q‑Sys Designer suites
• Ability to communicate with clients from around the US over the phone
• Ability to multi-task and work in a timely manner for high‑profile client issues
• Flexibility to work with team for support coverage for call center hours if needed

For our employees who are musicians, we offer the unique opportunity of gig leave—take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401(k) plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

$45 - $55.00/hr depending on background and experience. The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other…