Service Coordinator 2: Home Automation

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 2 to work in our New York City office.  Residential A/V experience is preferred. MUST be comfortable with a customer facing role. 

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.