The Service Tech is responsible for providing superior customer service while supporting the service department with the troubleshooting of systems, performing upgrades and system repairs.
DUTIES & RESPONSIBILITIES (Including but not limited to)
Handle customer complaints or concerns promptly, proactively and professionally to maintain good long-standing customer relationships.
Keep customers informed of the status of their service needs in a timely manner.
Ensure customer satisfaction and the timely completion of service tickets.
Troubleshoot, perform system discovery, repair and recommend upgrades to clients to improve their system performance and experience.
Conduct quality control to ensure technical standards are met and including Network, OVRC, and documentation standards.
Identify consistent or recurring service issues and communicate suggestions for system improvements to the operations manager and the design department.
Maintain training in company standards and procedures.
Stay current on industry trends, new innovations, materials, tools and processes.
Understand industry regulations, restrictions and laws and ensure the company’s adherence to these regulations.
Maintain strong relationships with manufacturers, dealers, and Sales Representatives.
Assist Service Manager with Quality Control to determine if projects are ready to turn over to the service department.
REQUIREMENTS
3+ years as an Installation Technician in custom high-end residential Audio Video systems or combination of two-year electronics degree and one year of field experience.
Must possess understanding of signal flow and electronic systems including automation, lighting, digital video distribution systems, distributed audio systems, & integration of other sub systems.
Ability to read and comprehend engineering drawings and specification sheets.
Proficient with hand power tools used to complete physical installations of speakers, displays, equipment racks and ventilation system.
Physical requirements include standing, sitting, walking, bending, climbing, reaching and lifting 80 lbs.
