Electronic Environments is an industry leader in customized residential technology solutions. For over 30 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 to work in our Long Island office, options for remote work available. Residential A/V experience is preferred.

Responsibilities for this position include:

• Provide and maintain elevated standards of client support by phone or email, include:
• Ensure all client correspondence are done within and to EENY standards
• Actively maintain ticketing status in ConnectWise (CW) software to ensure all clients are responded to before the end of each day.
• Maintain/update client account information in CW and/or on our file server
• Provide Tier 1 and/or Tier 2 level troubleshooting for new Service requests by phone, email, and/or remote connectivity
• Schedule site visits as needed; regularly monitor & follow-up with field resources to gauge progress on scheduled visits
• Initiate equipment repairs or replacements with vendors; track progress, and schedule re-installation of repaired/replaced units; ensure client is aware of and has approved repair / replacement costs
• Ensure all required products are added and approved on Service Tickets
• Reconfirm scheduled service appointments; ensure access is confirmed before dispatching field resources
• Monitor open tickets under your ownership and drive them to completion; alert Management of bottlenecks preventing forward progress
• When warranted, route open Service tickets in need of a proposal to Sales team
• Review and approve completed service orders for billing
• Attend and/or lead weekly department meetings (Virtually and/or in-person)

Requirements of the Service Coordinator:

• General understanding and willingness to gain product/system knowledge
• Has basic working knowledge of as many of the following areas:
  • Audio & Video distribution concepts and equipment
  • IR, RS-232, and Network control protocols & communication
  • Networking standards including, but not limited to, VPN connections & port forwarding concepts
  • Crestron &/or Savant control systems
  • Lutron lighting & shade systems
  • HVAC systems
  • Phone systems: analog, digital, VoIP
  • Windows & MAC operating systems
• Excellent verbal and written communication skills
• Must be organized and proficient in time management skills
• Comfortable interacting with VIP clientele in a fast-paced environment
• Experience in labor scheduling & technical troubleshooting
• Aptitude for working within multiple software platforms
• ConnectWise experience a plus
• Associate degree in electronics or a related field a plus
• CEDIA, AVIXA, and/or manufacturers’ training certifications a plus
• CompTIA certification a plus

Work as an integral part of a creative, result-oriented, dedicated team that collaborates closely on all activities. Our culture thrives on collaboration, inclusiveness, humility and understanding the value of reputation. 

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