Experienced Service Technician

Position Overview

At Knight Watch, how we serve our customers matters. The Experienced Service Technician is a high-impact role responsible for ensuring our customers' systems operate reliably and efficiently. From troubleshooting issues to educating customers and delivering exceptional service, this position helps shape the experience our customers have with Knight Watch every day.

This role combines technical expertise with customer service and problem-solving across a variety of integrated building systems. As an EOS company, Knight Watch values clarity, accountability, follow-through, and continuous improvement, and we are looking for someone who brings those qualities to every interaction.

Why You’ll Love Knight Watch, Inc.

• Join a winning team built on our core values of being Dedicated, Confident, Fun, a Team Player, and a Problem Solver—where shared success and strong execution matter every day.
• Enjoy a strong benefits package with medical, dental, and vision coverage, plus a company match to your 401(k)—because investing in our people matters.
• Recharge and celebrate with seven paid holidays each year as part of a company that values balance, energy, and long-term success.
• Build your future with competitive pay and a personalized growth roadmap that rewards progress, learning, and achievement.
• Take the time you need with paid time off for vacation, personal days, and life’s important moments—because well-being matters.
• Stay connected with the option of a company phone or your own iPhone with monthly reimbursement, giving you flexibility that supports how you work best.
• Keep learning and growing with tuition reimbursement of up to $1,500 per semester as part of our investment in your development.
• Be part of a strong team culture built on connection, accountability, and shared success.
• Start with a strong onboarding process, a dedicated mentor, and hands-on training that prepares you to contribute from day one.

Key Responsibilities

• Troubleshoot, service, and support access control systems, video surveillance platforms, fire alarm systems, and other integrated low-voltage technologies to help customers maintain safe, secure, and dependable facilities.
• Diagnose system issues in the field, identify root causes, and apply effective solutions that reduce downtime and keep customer operations moving.
• Perform customer-facing service calls with professionalism, clear communication, and strong follow-through so customers understand the work being performed and feel confident in the outcome.
• Read and interpret blueprints, electrical drawings, device layouts, and system documentation to complete service work accurately and efficiently.
• Complete low-voltage field work with pride, following applicable codes, industry standards, and Knight Watch quality expectations.
• Service and verify system performance after repairs, updates, or adjustments so customers receive solutions that work as intended.
• Document service activity, materials, labor hours, findings, and ticket updates accurately and on time so customers and teammates have clear information.
• Use mobile task reporting and project information to keep work organized, support internal communication, and help customers receive timely follow-through.
• Continue growing technical knowledge through product research, training, and certifications so customers benefit from current, capable, and confident support.
• Communicate professionally and proactively with customers and internal teams to create a smooth, positive service experience that builds long-term trust.

What Success Looks Like in this Role

• Create exceptional customer experiences with professionalism and confidence, helping customers feel supported, respected, and confident in the service they receive.
• Troubleshoot and resolve issues efficiently while maintaining high-quality workmanship, reducing customer downtime and helping their systems operate safely and reliably.
• Communicate clearly with customers and teammates so expectations are understood, questions are answered, and customers know what is happening every step of the way.
• Take ownership and follow through on commitments, giving customers confidence that their needs will be handled with urgency, care, and accountability.
• Continue developing technical knowledge and certifications so customers benefit from current expertise, stronger recommendations, and solutions that meet their evolving needs.
• Represent the Knight Watch brand with integrity and pride, building customer trust through dependable service, respectful interactions, and work done the right way.
• Contribute to a culture built on teamwork, accountability, and continuous improvement.

Skills & Traits Needed to Win

• Strong troubleshooting and problem-solving abilities that help customers receive faster answers, reduced downtime, and reliable system performance.
• Excellent communication and customer service skills that keep customers informed, supported, and confident throughout the service experience.
• Ability to work independently while collaborating effectively with others, ensuring customers receive responsive support backed by a strong team.
• Strong attention to detail and commitment to quality, helping customers receive clean, dependable work that is completed the right way.
• Mechanical aptitude and proficiency with power tools and electronics that support safe, efficient work and dependable results for customers.
• Adaptability and willingness to learn new technologies so customers benefit from current knowledge, better recommendations, and solutions that continue to meet their needs.
• A positive attitude and commitment to teamwork that create a better customer experience and help the team deliver consistent, high-quality service.

Education & Experience

• Hands-on experience servicing access control, video surveillance, fire alarm, and other low-voltage systems, with the ability to support customers confidently in the field.
• Experience performing customer-facing service calls, troubleshooting system issues, and communicating clearly with customers and teammates.
• Ability to read and understand blueprints, electrical drawings, device layouts, and service documentation.
• Comfort using Microsoft Office, mobile service tools, and ticketing systems to document work accurately and keep service activity organized.
• NICET certification, fire alarm experience, or a desire to continue building professional credentials that strengthen customer confidence and technical expertise.
• Ability to safely perform field work, including lifting equipment, using ladders, and working in varied site conditions to support dependable service delivery.

Work Location & Hours

Location: Novi, Michigan
Schedule: Full-time position. Hours may vary based on customer needs and service requirements.
Travel: This role requires frequent travel to customer worksites throughout the region. Technicians can expect to spend the majority of their time supporting customers in the field, with onsite work performed out of our Novi office location.
Vehicle: A company vehicle is provided, with fuel and maintenance covered by Knight Watch.