Service Technician

Job Details

Job Location
:
Tampa, FL 33605

Providing a high level of customer service is of the utmost importance at Haven Smart 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 role.

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.

• 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