Service Support Specialist

Guitar Center; Nashville (TN); Hybrid; USD 55,104 - 61,992; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401K with company match

Mental health support

Paid sick/holiday/vacation time

Employee discount program

Tuition reimbursement options

Gig leave for musicians

Job summary

Guitar Center is seeking a Service Support Specialist in Nashville, TN. Your expertise in smart home technology is vital in troubleshooting and engaging with clients, ensuring seamless operations from the Regional Operation Support Center.

This role includes providing remote support to clients across the US, monitoring systems, and addressing issues proactively. Additionally, you will perform maintenance, manage technician schedules, and require at least three days in-office presence weekly. Enjoy benefits like gig leave, medical support, and tuition reimbursements.

Qualifications

• Minimum 3-5 years AV Industry Experience.
• Strong computer skills on both Mac and PC with knowledge of Windows applications.
• Knowledge of standard networking practices.
• Ability to troubleshoot and address networking performance issues.
• Familiarity with Control4, Savant, Crestron, and Lutron systems.

Responsibilities

• Provide remote support and system monitoring for clients.
• Proactively address system issues as they arise.
• Perform service tasks including client requests and system checks.
• Manage service technicians for site visits.
• Participate in weekend on-call rotation.

Skills

AV Industry Experience

Computer skills on Mac and PC

Networking practices

Troubleshooting networking performance issues

Knowledge of Control4 / Savant / Crestron / Lutron

Familiarity with Apple IOS products

Job description

Position Summary

As a Service Support Specialist your role will harness your expertise in smart home technology or commercial AV integration engaging with clients troubleshooting issues and finding solutions. This position will be working for our Regional Operation Support Center reporting to our Support Center Manager.

Responsibilities

• Provide remote support and system monitoring for clients throughout the US
• Proactively address system issues as they arise
• Knowledge of Control systems (Control4 / Savant / Crestron / Lutron) – make basic code changes and troubleshooting
• Perform service tasks in an efficient and quality conscious manner including, but are not limited to:
• Responding to client requests via phone/email, system checks, & client check-in calls
• Communicate proper steps and best practices to the client for use of AV & Control system
• Remotely perform preventative maintenance of client systems (Via provided service tools)
• Perform remote installation of control programs (Control4 / Savant / Crestron / Lutron) Firmware – upload and download
• Test integrated systems and components via remote access
• Schedule, dispatch and manage service technicians for site visits
• Weekend on-call rotation is a requirement.
• In office presence at least 3 days a week is a requirement.
• Local Travel to field jobsites as needed
• Additional duties as assigned

Qualifications

• Minimum 3-5 years AV Industry Experience
• Strong computer skills on both Mac and PC with knowledge of Windows applications, Microsoft Office, VPN access and web applications.
• Knowledge of standard networking practices, configurations, and functions
• Be able to troubleshoot and address networking performance issues with the client and/or accurately relay the issue to the on-site service technician
• Able to navigate around PC, file structures, the control panel and command line prompts.
• Familiarity with Apple IOS products (Apple TV, iPad, Airport Express, iPhone/iTouch, OS10, etc.) as they relate to daily use for interfacing with and controlling integrated homes and/or home networks.
• Full understanding of the pre-wire, trim and final phases of a project, including proper use of all associated tools and safety
• Ability to read and understand device layout drawings, engineered schematics and provide redline corrections and construction blueprints as they pertain to A/V industry.

Preferred Qualifications

• Knowledge of Control4 system Composer -Pro & Putty programming
• Knowledge in Cisco, Sophos, Pakedge, Araknis, Watchguard, or Ruckus networking equipment
• Knowledge in Crestron Toolbox, biamp and Q-Sys Designer suites
• Ability to communicate with Clients from around the US over the phone
• Ability to multi-task and work in a timely manner for high profile client issues
• Flexibility to work with team for support coverage for call center hours if needed

Benefits

For our employees who are musicians we offer the unique opportunity of gig leave-take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Pay Rate

$40 - $45.00/hr depending on background and experience. The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. Pay ranges may be different in other locations.

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email to [e-mail].