• AV Service Tech - Tier III

    SKC Communication Products LLC (OH)


    Note: Covid-19 Full Vaccination Required for this position

     

    Tier III Service Technician Responsibilities

     

    + Provide customer service and audio-visual equipment troubleshooting and problem resolution via phone, video, and email.

    + Make service calls to client locations to troubleshoot and resolve audio-visual equipment problems.

    + Possess working knowledge of Audio, Video, Video Conference and Control systems.

    + Work independently, be self-directed, communicate effectively and make sound decisions to ensure customer satisfaction.

    + Provide excellent customer service and build customer relationships.

    + Answer client calls (audio and video) and emails, open & follow-up on Service trouble tickets, troubleshoot problems and take appropriate action to resolve.

    + Work closely with Integration Service Manager & technicians to help remedy any service issues that arise in a professional manner.

    + Provide additional training to clients as needed

    + Provide feedback to Integration Service Manager to facilitate improvements to the installation process.

    + Use solution oriented approach for all service issues. Solutions must be quickly determined and implemented. All solutions must include a combination of expediency, economics, and resourcefulness to fulfill SKC standards.

    + Provide sales leads provided to Account Executive or Service Manager based on findings from service visits.

    + Develop training materials & provide training to clients.

    + Develop and provide internal training (to include vendor training) for SKC staff.

    + Possess advanced Audio and Control systems knowledge.

    + Provide direction to Tier 1 technicians, delegate tasks to other team members and possess advanced problem solving abilities.

    + Provide direction to Tier 1 and Tier II Technicians.

    + Possess mastery level knowledge of Audio & Control systems (to include code writing and changing).

    + Provide remote (VPN) support of Integrated Room systems.

    + Manage client escalations.

    + Quote new products to existing rooms (adds/changes).