High school diploma or equivalent., Basic understanding of audio, video, security, and lighting systems., Troubleshooting skills and basic wiring knowledge., Valid driver’s license with a clean record..
Key responsibilities:
Monitor and troubleshoot clients' residential technology systems remotely.
Coordinate with field managers to resolve recurring issues.
Update work orders and manage scheduling to meet client needs.
Provide exceptional customer support while maintaining industry standards.
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We are Home Experience Designers.
We partner with homeowners, architects, builders, and interior designers to create seamless luxury residential experiences.
BRAVAS is the dominant Home Experience Designer in the United States, with a presence in 45 states and delivering 3,500+ projects annually. Focused on the luxury and super-luxury residential sectors, our 300-strong national team helps you live in harmony with your home.
Our suite of services spans the essential elements of the contemporary residence, from light and shade to sound and vision, climate and energy control, and safety and security.
BRAVAS is the #1 traditional custom integrator nationwide, installing and servicing high-end home automation solutions for predominantly residential customers. Focused on the luxury market, BRAVAS completes more than 3,400 residential and commercial projects across the U.S. every year. Working with homeowners, designers, architects, and builders, BRAVAS creates state-of-the-art smart home technology solutions that include everything from lighting, shades, and A/V to networking, security systems, power management, and more.
Job Summary
The Bravas National Support Technician is responsible for proactively monitoring clients' residential technology systems and providing reactive remote troubleshooting when issues arise. This role works closely with our Level 1 Service Coordinators and Level 3 Field Services Managers to ensure timely resolution of client issues, in alignment with the clients' Service Level Agreements (SLAs). The ideal candidate must be able to troubleshoot all aspects of audio/visual components. Additionally, the Support Technician will deliver exceptional client support and experience while adhering to industry standards and ensuring accurate revenue tracking.
Duties And Responsibilities
Diagnose issues with installed systems such as Control4, Lutron Homeworks, Savant, and Crestron.
Utilize IP Power Management, Remote Monitoring Devices and Remote Access Devices / Software to diagnose and repair client systems to ensure reliability.
Set up remote monitoring and enroll clients in appropriate support plans
Coordinate with the Field Services Manager to track and address recurring issues effectively
Accurately set completion deadlines and expectations for clients.
Update work orders and job software so that all parties are up-to-speed on dispatch details.
Review, react, & update daily work orders in job management software
Prioritize resources in alignment company values ensuring client’s needs are met
Inform all parties of delays, cancellations and any scheduling restrictions
Participate in departmental meetings as required
Modify schedule as needed.
Fiscal responsibility for all assets assigned and property within Support Technicians care
Customer service, including the ability to work with high profile and high demand clients
Guardianship and preservation of client confidentiality and network/home security
Adherence to state and federal laws, including adherence to traffic laws
Knowledge/Skills/Abilities
Must possess an understanding of all systems including audio, video, security, lighting, and integration of all installed brands (Control4, Lutron, Savant, Crestron, DSC, Clare)
Basic wiring and connectivity skills as it pertains to low voltage standards
Trouble shooting skills are essential
Advanced computer skills, with the ability to become competent in in-house job management software
Must be able to manage time and logistics of products
Must be able to interact with several other business partners
Qualifications
High school diploma or equivalent
Excellent communication skills and the ability to work effectively in a team environment
Basic computer skills with the ability to become competent in in-house job management software
Valid driver’s license, clean driving record, and pass a criminal background check
Security license or experience preferred
Physical Requirements
Prolonged periods of sitting at a desk
Must be able to lift and carry up to 60 pounds
Additional Information
BRAVAS offers competitive salaries, bonuses, medical/dental/vision insurance, prescription drug coverage, health savings account, flexible spending accounts, 401(k) plan, PTO and holiday pay.
A job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
All candidate information will be kept confidential according to EEO guidelines
Required profile
Experience
Spoken language(s):
English
Check out the description to know which languages are mandatory.