Service Coordinator: Home Automation

4 weeks ago

New York, United States Electronic Environments Full time
Job DescriptionJob DescriptionSalary: 30-35/Hour DOE

Electronic Environments is an industry leader in customized residential technology solutions. For over 35 years, our focus is to provide clients with simple-to-use solutions of the latest A/V and environmental controls. EENY brings unmatched knowledge and experience along with the highest standards to our clients in the New York Tri-state area and beyond. We pride ourselves having driven and collaborative teams: exceptional people delivering exceptional results Join our diverse group of highly talented individuals who contribute to Electronic Environment’s fast paced, casual, and supportive work environment.

 

We are currently looking for a Service Coordinator to work in our New York City office.  Residential A/V experience is preferred.


Responsibilities and Duties 

  • Provide and maintain elevated standards of client support by phone and via email including but not limited to: 
  • Remote troubleshooting by requesting and sourcing information from a client or client representative.  
  • Rebooting of client systems via multiple software platforms. 
  • Handle technical remote troubleshooting in the following areas: 
    • Audio & Video Distribution Concepts and Equipment 
    • HDMI Baluns 
    • HDMI Matrix Switches 
    • Fiber Baluns 
    • Video over Network Distribution Equipment 
    • IR, RS-232 and Network Control protocols 
    • Networking 
    • VPN Connections
    • Port Forwarding 
    • Crestron Control Systems 
    • Savant Control Systems
    • MAC OS 
  • Create and update service tickets and service upgrade tickets within project software. 
  •  Coordinate with clients to accept payments for overdue or current service bills.  
  • Maintain and update client information.
  • Initiate equipment repairs or replacements with vendors. Track progress and proceed to schedule re-installation of repaired/replaced units as applicable. Update service ticket with project information and status.  
  • Review web resource tools to proactivity identify client needs based on historical data, previous service calls, and current alerts. 
  • Coordinate with internal stakeholders to schedule delivery and pickup of product for upgrades or service tickets. 
  • Confirm appointments, timeline for access and point of contact for service dispatch, provide notes in project software.  
  • Provide service technician with accurate notes and documentation on the issue(s), state what has already been addressed and what is required on site. 
  • Confirm appointments with clients prior to dispatching.  
  • Assist with emergency client requests as needed, provide clients with reasonable expectations for repair.  
  • Work alongside sales team to transfer applicable tickets to upgrade proposals.  

 

Job Qualifications 

  • 3-5 years’ experience working within a customer service base environment with high end clientele. 
  • High school diploma or equivalent required, bachelor's degree preferred.  
  • Technical experience with remote troubleshooting AV and networking equipment, ideally in the home automation sector.  
  • Working knowledge of Creston, Savant, Lutron control systems.  
  • Professional phone edetate, strong written communication skills and ability to balance several communication platforms simultaneously.  
  • Experience interacting with stakeholders at all levels; over communicator.  
  • Demonstrated ability to self-motivate and follow-through.  
  • Attention to detail, great organizational skills, the ability to meet tight deadlines, and to juggle multiple critical requests.   
  • Have a solid grasp of customer success and ample experience developing client relationships, working with clients directly to find solutions.  
  • Aptitude for working within multiple software platforms. 

 

Our company benefits include:

  • Competitive salary based on experience
  • Insurance benefits (Medical, Dental, Vision, FSA, Life, AD&D, LTD)
  • 401(k) retirement plan
  • Generous PTO policy
  • Access to employee purchase opportunities
  • Casual work environment & strong commitment to work/life balance
  • Continuous training opportunities as well as attendance to industry conferences

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