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Service Support Specialist

Houston, TX

The Service Support Specialist, under general supervision, will provide customers with technical support for installed systems that may be moderately complex. The Service Support Specialist services and supports existing customers by responding remotely to service calls, carrying out service contract responsibilities, and small projects. The scope of work includes technical assistance, systems checkout of new and existing installations, troubleshooting, and maintenance and repair routines associated with installed DDC building automation systems, access control, and video surveillance. 


Service Support Specialist Position Responsibilities

  • Responds to a variety of customer service calls and emails on a timely basis.
  • Completes accurate and detailed service reports for customers and DAC in a timely manner to allow for accurate invoicing and job cost tracking.
  • Provide remote technical support to the end-user and team members to assist in troubleshooting installed BAS and security systems.
  • Identifies and resolves problems for most types of service calls or quickly escalates the call to the next tier.
  • Uses well-developed troubleshooting skills to isolate and repair problems in malfunctioning equipment or software.
  • Communicates with and works with the other members of the team consistently to improve overall operations of the Service Department and company.

Service Support Specialist Qualifications

  • Minimum of three (3) years of previous, relevant experience
  • Competent with using and troubleshooting Microsoft Windows and Microsoft Office software
  • Strong knowledge of networking and the ability to troubleshoot network devices
  • Familiarity with building automation systems and the basics of DDC systems and installations
  • Strong verbal and written communication skills
  • Ability to problem-solve independently, escalating appropriately to ensure timely resolution of issues
  • Exceptional customer focus and ability to work under pressure; ability to maintain awareness of, and seek to meet the needs and wants of the customer without being prompted
  • Understanding of basic programming structures and syntax (any language) is preferred


  • Professional Development

    We encourage our people to excel in their careers and offer a reimbursement program to support their education, certifications and professional growth.

  • Supplemental Insurance

    In addition to traditional insurance, DAC has collaborated with industry leading partners to provide employees supplemental options for life and health insurance.

  • Retirement Savings

    We provide a 401K retirement savings program supported by a leading, global financial services firm, with matching company contributions.

  • Profit Sharing

    Our success is based on the hard work of our people, and we provide a profit sharing program to reward them.

  • Paid Time Off

    DAC provides paid time off for all employees with escalating accruals for tenure.

  • Health + Life Insurance

    DAC offers a cost-effective, comprehensive package of medical, dental and vision options for all employees. Employees are also eligible for company-provided and buy-up disability and life insurance options.