Lead Service Technician

ETC Florida

Job Location:

Chicago, IL - USA

Yearly Salary: $ 70000 - 90000

Posted on: 19 days ago

Vacancies: 1 Vacancy

Job Summary

Benefits:

401(k)
401(k) matching
Bonus based on performance
Dental insurance
Free uniforms
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance

Position Overview

EOC Audio (ETC Floridas Sister Company) is seeking a skilled and customer-focused Service Technician / Customer Support Specialist to lead our Service Department. As a premier low-voltage systems integrator specializing in high-end residential and commercial audio video automation networking and golf simulators we pride ourselves on delivering exceptional ongoing support.

The Service Technician /Customer Support Specialist is a critical leadership role responsible for ensuring world-class post-installation support rapid resolution of service issues and high client satisfaction. You will combine strong technical expertise with team leadership and operational efficiency to manage all service-related activities.

Key Responsibilities

Customer Service & Client Support

Serve as a primary point of contact for clients needing service or technical assistance.
Provide professional friendly and clear communication with clients via phone email and remote tools.
Walk clients through basic troubleshooting steps and ensure they feel supported throughout the process.
Deliver a high-quality customer experience on every interaction.

Service & Ticket Management

Respond to service requests and manage assigned tickets from intake through resolution.
Document all work performed including troubleshooting steps parts used and final resolution.
Ensure timely follow-up with clients to confirm issues are resolved.
Accurately add required parts and materials to service jobs.

Technical Troubleshooting
Diagnose and resolve issues involving systems such as:

Crestron Control4 Elan
Ubiquiti UniFi networking (Wi-Fi switches firewalls)
Sonos and distributed audio systems
AV over IP and video distribution
Barco ClickShare and conferencing systems
Perform both remote troubleshooting and on-site service calls as needed.
Escalate complex issues appropriately while continuing to support resolution efforts.

Field Service & Maintenance

Travel to client locations to perform service calls maintenance and system adjustments.
Test systems to ensure proper operation after service completion.
Identify potential issues and proactively recommend solutions to clients.

Team Collaboration & Process Support

Work closely with other technicians installers and project teams to resolve issues efficiently.
Provide feedback on recurring issues to help improve system design and installation practices.
Maintain accurate records in the service management system.

Required Qualifications & Experience

35 years of hands-on experience in low-voltage AV home automation or IT/networking support.
Strong troubleshooting skills across AV systems and networking equipment.
Familiarity with platforms such as Crestron Control4 Ubiquiti Sonos or similar systems.
Ability to diagnose and resolve technical issues both remotely and in person.
Experience working with service ticketing systems.
Excellent communication and customer service skills.
Organized and able to manage multiple service requests simultaneously.
Valid drivers license with a clean driving record.

Highly Desired Skills

Prior experience in a Service Technician or customer support role within an AV or integration company.
Manufacturer certifications (Crestron Control4 Ubiquiti etc.).
Experience with service software such as ServiceTitan Jobber or similar tools.
Knowledge of commercial AV or conferencing systems.

What Success Looks Like in This Role

Service issues are resolved quickly and correctly the first time.
Clients consistently report a positive professional experience.
Service tickets are well-documented and completed efficiently.
You become a trusted technical resource for both clients and team members.

Benefits & Compensation:

Fulltime Salary: 70-90k/ year

Expense Reimbursements

Health / Dental / Vision Insurance

Simple IRA: Company matches up to 3%

PTO

Paid Holidays

Compensation: $70000.00 - $90000.00 per year

For the past 2 years our employees have voted us as THE BEST PLACE TO WORK in South Florida. Not only are we thrilled by this honor we are looking to add to our team and grow!

If you want to work at a company that takes your input and does something with it a company that invests in the training of its employees with over 100 hours of dedicated training time every year and has tons of employee recognition and appreciation events like happy hours free massages mid day movies and much more as well as fully paid employer health plan annual bonus payouts PTO and more then we are the right fit.

It is our employees that have made ETC Florida the largest company of our kind in South Florida. Our goal is to WOW and AMAZE our clients by automating and integrating their technology.

What makes ETC Florida unique:

Award winning installations and HTA Estate Level Certified
Largest in-house service department available 24/7/365
Over 35 years of experience and reliability with thousands of satisfied clients

We have defined 5 core-values that help guide us in every interaction we have with our clients our teammates and our vendors. They are:

Service the Client Above all Else!
Be Solution-Oriented Creative & Innovate
Be Enthusiastic Positive and Enjoy What You Do!
Exhibit Honesty Respect & Integrity
Work & Act as a Team

Become a part of one of the fastest growing industries and the future of residential and commercial technology

Required Experience:

Benefits:401(k)401(k) matchingBonus based on performanceDental insuranceFree uniformsHealth insuranceOpportunity for advancementPaid time offTraining & developmentVision insurancePosition OverviewEOC Audio (ETC Floridas Sister Company) is seeking a skilled and customer-focused Service Technician / C...