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AV Service Tech - Tier III

at SKC Communication Products LLC

Job Description

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).

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Job Posting: JC196843271

Posted On: Nov 06, 2021

Updated On: Aug 17, 2024

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