Job Overview:
Captivate has an immediate need for a Service Technician to consistently deliver a legendary experience to clients and project partners by troubleshooting, and resolving complex problems in A/V and other automation technology at their homes and businesses.
Our Service Technicians are seasoned, low voltage technicians who have a strong knowledge of networks, control systems, audio/video and general personal technology. They are able to provide an honest, caring, and overall outstanding customer experience to Captivate’s current and future clients and truly understand what a client needs and wants.
The Service Tech is responsible for executing against a wide range of service tasks and projects with a general “I’ve got this, I know what to do” attitude. Working with our Client Care Representative and Service Coordinator for appropriate scheduling and confirming all materials are available is an important part of this position as well.
Captivate has offices in Boerne, Texas and in Austin, Texas and we have openings for this position in both locations. Captivate provides high-end audio/video, lighting control, security and home automation services in Central Texas.
Duties & Responsibilities:
Provide a Legendary Customer Experience
- Do what you say - be the Client’s advocate and provide them with honest, timely responses and action.
- Be on-time to scheduled appointments.
- Set appropriate expectations - be confident, don’t over-promise.
- Leave systems in better working order than before Captivate arrived.
- Pay attention to special client response times and priorities for clients as mandated by their service agreement.
- Balance client urgency against the need to properly plan a well-executed service call.
- Reply to communications in a timely manner (generally same business day and within 4 hours if possible).
Service Administration
- Attend office meetings as required.
- Request and work with Installation Staff as needed to maintain service schedule.
- Submit return authorizations and reinstall repaired client equipment.
- Work with Client Care Representative to request and acquire materials and equipment needed to perform scheduled service tasks and projects.
- Maintain records of all deliveries.
Communication
- Maintain accurate contacts and records of communications and services provided.
- Create punch lists for services that balance with client requests.
- Update Client Care Rep of daily progress and completion status each day.
- Keep supervisor informed of all critical service issues on a timely basis.
Productivity
- Perform advanced level field work.
- Accurately deliver promised services and effectively set scope/cost expectations with clients prior to performing services.
- Keep a productive work schedule - target 5 billable service hours
- Maintain a stocked work vehicle to minimize “go backs” due to missing tools or materials.
- Stay on top of Service Administration tasks so not to bill clients for multiple trips due to lack of coordination when one trip would work.
- Provide and maintain personal tools.
- Maintain and care for tools provided by the company.
Personal Development and Education
- Maintain an above average expertise and breadth of knowledge in technologies relevant to Captivate’s service offerings.
- Provide on-site mentorship and training to assigned technicians.
Successful applicants should have the following experience and attributes:
- At least 3 years prior experience as an installation technician for a busy A/V contractor
- Experience with control systems and networking
- Ability to interpret floor plans, technical drawings, installation manuals, system schematics, and other relevant documentation
- Maintain a neat and professional appearance
- Microsoft Office (WORD) or Google Sheets literacy
- Patient and friendly personality at all times
- Resourceful and willing to patiently work through challenging situations
- Ambition to strive for 100% client satisfaction at all times
- Ability to communicate effectively and professionally with clients and team members
- Strong organization and time management skills and able to work effectively with little supervision
- Able to work overtime as needed
- Able to safely and properly use common power and hand tools, and operate a motor vehicle
- Able to lift 75 pounds
- Able to climb stairs, ladders and work safely at heights
Must have valid DL, clean driving record, reliable transportation.
Pre-employment Drug Screen and Background Check are done.
Job Type: Full-time
Pay: $26.00 - $32.00 per hour
Expected hours: 40 – 50 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- A/V installation technician: 3 years (Preferred)
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Boerne, TX 78006 (Required)
Ability to Relocate:
- Boerne, TX 78006: Relocate before starting work (Required)
Work Location: In person