THE ROLE

You keep our clients' systems running: you fix most problems remotely before anyone needs to drive out, back up our technicians in the field, and make sure no client call goes unanswered.

New Wave Electronics designs, installs and supports smart home, lighting, audio-video and security systems for homes and businesses across the GTA. We are a Control4 Gold dealer, a Control4 Certified Showroom and a Lutron Gold Integrator based in Richmond Hill. Our clients have trusted us with their homes for over 30 years and service is how we keep that trust.

WHAT YOU'LL OWN

You are the first technician a client reaches. You solve what can be solved remotely and set up what can't.

1. Remote support

- Diagnose and fix client issues by phone and remotely, using OvrC, Composer and manufacturer tools: Level 1 and Level 2 support across Control4, Lutron, networking, audio-video and cameras
- Fix what you can on the call. For what you can't, book the visit with clear notes, the likely cause and the parts needed
- Review client systems for offline devices, alerts and pending updates, and act before the client notices

2. Clients and phones

- Answer and return client calls when the owner is unavailable, and log every request in the CRM
- Explain problems and fixes in plain language, and give clients honest timelines
- Cover occasional remote weekend support for clients on premium care plans

3. Field backup

- Stage parts, equipment and work orders for the next day's field visits, so technicians can pick up and go
- Support technicians on site remotely: check configurations, push changes and test from the showroom while they work
- Run service calls in the field on your field days, and cover service calls when other technicians are on multi-day projects
- Help on installs when a job needs another set of hands

4. Documentation

- Close every ticket and visit with notes, hours, parts and what was changed




- Keep site records current: what is installed and where, IP addresses, settings and credentials in our secure system

YOUR FIRST 90 DAYS By day 90, you own remote support: most client issues are resolved from the showroom, and you run service calls on your own.

- Days 1–30: learn our clients. Ride along on service calls and installs, learn how our systems are built and documented, and take remote support with a senior technician reviewing your work
- Days 31–60: take the queue. Handle remote support on your own, cover calls when the owner is out, and run service calls with backup available
- Days 61–90: run it. Own remote support and the daily system review, run service calls solo, and complete or progress your Control4 and Lutron certifications

WHAT THIS ROLE IS NOT You won't sell projects, supervise other technicians or do line-voltage electrical work.

HOW WE WORK

Skills get you the interview; character gets you the job. We're an inclusive team and want to hear from anyone who can live these five values:

1. Honest answers. You tell clients the truth about what they need. In this role: if a problem is fixed by a restart, you say so. If a client doesn't need a visit or an upgrade, you tell them. If you don't know, you find out.

2. Own it. If it's broken you fix it. You don't blame the last tech, the vendor or the network. In this role: once a client reaches you, the issue is yours until it's closed, whether you fix it remotely or hand it to the field with everything they need.

3.



Show the work. Nothing you do is a black box. The client and the next person on the job can see what you did and why. In this role: every ticket records what you found, what you changed and why, so the next technician never starts from zero.

4. Built to last. You think in years not jobs. Whether it's a system or a relationship you set it up so it still works in year ten.In this role: you fix the cause, not just the symptom, and leave every system better documented than you found it.

5. Always learning. You keep your skills current and stay curious about what's next, whether that's a platform, a product or a better way to serve a client. In this role: you complete Control4 and Lutron certifications and grow into programming.

WHO YOU ARE

You're the technician who can find the fault over the phone and still be welcome in a client's home.

Must have

- 3+ years installing and servicing smart home, AV or networked systems, including hands-on Control4 work
- Control4 and/or Lutron (HomeWorks or RadioRA 3) certification, or well on your way to it. We cover certification costs
- Strong networking and a methodical approach to troubleshooting: IP addressing, DHCP, VLANs and remote management tools such as OvrC
- Calm, warm and clear with clients on the phone and in person
- A valid Ontario G licence and a clean driving record; able to lift 50 lb and work on ladders

Nice to have

- A help desk or phone support background
- A presentable, clean vehicle for field work

Pay & Benefits Pay: $28.00-$35.00 per hour

Expected hours: 37.5 per week

Perks

- On-site parking
- Paid time off
- Store discount
- Tuition reimbursement

Application question(s):
- Tell us about a problem you solved remotely: what the client reported, what you checked and what fixed it.

Work Location: In person

📌 Service Technician (Control4 / Lutron) (Richmond Hill)
🏢 New Wave Electronics
📍 Richmond Hill