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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