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About the Role
This is a ground-floor opportunity to build and lead the company's service department. You will shape the formal service program and contract structure, acting as the primary point of contact for service-related requests. The role blends technical programming with service coordination, requiring proactive system monitoring and issue resolution.
Responsibilities
- Serve as the primary point of contact for all service-related client communications, responding to emails and coordinating scheduling
- Diagnose and resolve issues remotely when possible, and deploy onsite to complete programming, troubleshooting, or system adjustments when needed
- Proactively monitor client systems each morning to identify offline devices or emerging issues before they become service calls
- Coordinate with the broader team through shared communication channels when additional support is needed for a same-day or urgent issue
- Help develop and formalize a client-facing service program, including a formal service contract
- Build toward growing the service department into its own team, with the opportunity to hire and lead additional staff as the department scales
- Monitor email and respond to occasional client communication outside standard business hours
- Support programming and installation on full system builds as time and capacity allow
Requirements
- Strong programming and troubleshooting experience within residential smart home and home automation systems
- Comfortable working independently, prioritizing multiple client requests, and communicating directly and professionally with clients
- A proactive, self-starter mindset with the ability to anticipate needs and connect the dots without being told what to do
- Comfortable monitoring client systems and responding to occasional client communication outside standard business hours
- Experience with Control4 strongly preferred; experience with Lutron or other major home automation platforms is also valued
- Prior experience growing or managing a service department, or genuine interest in doing so
- An entrepreneurial mindset and interest in helping shape a growing business unit
Skills
- Smart home technology
- Home automation systems
- Programming
- Troubleshooting
- Client communication
- Service coordination
- System monitoring
- Control4
- Lutron
Location
- Rye Brook, NY
Work Type
- Onsite
- Full-time
Experience Level
- Mid-level
- Senior-level
Salary/Compensations
- $85,000 to $100,000 base salary
- Quarterly performance bonus
Benefits
- Health, dental, and vision insurance
- Paid time off (PTO) and company holidays
- Company Vehicle
- Retirement savings plan
About the Company
- A well-established luxury smart home technology company serving high-end residential clients.
- Over 25 years in business with deep client relationships and a reputation for quality and service.
- A close-knit, people-first culture with transparent communication.
- Entering a significant growth phase and investing in the service department.