Service Specialist

Who We Are:

Founded in 1971 in Chelmsford, MA and now headquartered in Southern California, NAVCO has been committed to innovation and world-class service from day one. Built on our core values of Quality, Teamwork, Respect, Honesty, Integrity, and Responsibility, NAVCO has grown into one of the largest security integrators in the country. As an employee-owned company, our security experts are personally invested in creating safer and more financially secure environments for our customers, colleagues, and communities.

Position Summary:

The Service Specialist is responsible for executing service work within required budget constraints while serving as the frontline point of contact for clients. This role works closely with the national dispatch center and internal support teams to manage and resolve open service calls efficiently. The Service Specialist plays a key role in delivering high-quality service, maintaining customer satisfaction, and ensuring operational excellence.

Essential Duties and Responsibilities:

Execute service work orders efficiently while adhering to budget and time constraints

Serve as the primary point of contact for clients during service activities

Communicate with the national dispatch center and internal teams to manage open service calls

Utilize internal inventory systems to track equipment and materials

Stage equipment and support warehouse-related inquiries as needed

Perform installation, cabling, and programming of security systems

Complete detailed service documentation including work orders, notes, and customer signatures

Perform routine maintenance and repairs on security systems, ensuring proper functionality

Troubleshoot and resolve system issues, including CCTV and access control systems

Respond promptly to service calls and urgent requests to maintain service standards

Ensure all work is completed in compliance with company standards and customer expectations

Perform other duties as assigned to support business operations

Other duties may be assigned as needed to support business operations. The responsibilities listed are intended to describe the general nature of the role and are not all-inclusive.

Qualifications:

Strong customer service orientation with excellent communication skills

Ability to work independently with minimal supervision

Strong organizational and problem-solving skills

Proficiency in Microsoft Office applications (Word, Excel, Outlook)

Knowledge of basic electricity and networking concepts

Experience with CCTV surveillance and access control systems preferred

Valid drivers license with a good driving record required

Ability to read blueprints and understand light to medium construction

Familiarity with industry systems such as GE, DMP, Bosch, Pelco, and similar platforms preferred

Education and Experience:

High school diploma or equivalent required

Minimum of 5 years of relevant industry experience preferred

Equivalent combination of education and experience will be considered

Additional Requirements:

Language Skills: Ability to read, interpret, and prepare reports, correspondence, and technical documentation. Strong verbal communication and customer interaction skills required.

Mathematical Skills: Ability to perform basic arithmetic and calculations including ratios, percentages, and measurements.

Reasoning Ability: Ability to apply common sense and troubleshoot issues in structured environments with multiple variables.

Physical Demands:

The employee is regularly required to talk, hear, and sit. Occasional standing, walking, bending, kneeling, and lifting (up to 25 pounds) may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment:

This role requires a professional appearance and business casual attire. The work environment may involve exposure to mechanical parts and moderate noise levels depending on job site conditions.

Company Benefits & Perks:

ESOP-Employee Stock Ownership Program

401 K Retirement Plan

HSA/PPO health plans, dental, vision, and supplemental life insurance

Annual Profit-Sharing Bonus

Paid Sick & Mental Health Leave: 5 days (annually)

Vacation Days based on years of service

o 1 year to end of 4 years: 8 days

o 5+ years: 13 days

Recognition and Rewards program Assembly

Social Responsibility Day (1 paid workday annually to volunteer in your community)

9 paid holidays

Personal Floating Holiday (8 hours annually)

Magellan Employee Assistance Program

AAP / EEO Statement:

NAVCO provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. NAVCO complies with all applicable federal, state, and local nondiscrimination laws. Harassment or discrimination of any kind is strictly prohibited.