Lead Field Service Technician role leading the Service Department for EOC Audio (ETC Florida's sister company), a low-voltage systems integrator for high-end residential and commercial AV, automation, networking, and golf simulators. You'll own post-install support end-to-end—ticket intake to resolution—mixing hands-on troubleshooting (remote and onsite) with customer support and process improvement. Standout perk: $70k-$90k salary plus performance bonus and full benefits.
- Performance-based bonus
- Health, dental, vision insurance
- Training and development
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.
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. Accurately add required parts and materials to service jobs. Ubiquiti UniFi networking (Wi-Fi, switches, firewalls) Sonos and distributed audio systems AV over IP and video distribution 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. 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. 3-5+ 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. Prior experience in a Service Technician or customer support role within an AV or integration company. Experience with service software such as ServiceTitan, Jobber, or similar tools. Knowledge of commercial AV or conferencing systems. Service issues are resolved quickly and correctly the first time. Service tickets are well-documented and completed efficiently. Fulltime Salary: 70-90k/ year · Expense Reimbursements · Health / Dental / Vision Insurance · Paid Holidays