Field Service Engineer (Audio-Visual Systems) Columbia, Maryland area

Cenero - Columbia, MD

Full-time - Entry Level

Hybrid - Columbia, MD

Professional, Scientific, and Technical Services

About the position

Cenero is seeking a Field Service Engineer (FSE) to join our dynamic team in the Columbia, Maryland area. The FSE will play a crucial role in diagnosing and repairing a variety of audiovisual, videoconferencing, and IT-related systems. This position requires a self-motivated individual who can work independently while adhering to specified guidelines and minimal supervision. The FSE will interact effectively with employees, customers, and colleagues, showcasing the ability to manage multiple tasks and projects simultaneously. In this role, the FSE will provide technical support for audiovisual and IT systems, diagnosing issues and proactively managing service tickets generated by the systems. The engineer will be responsible for repairing systems, including re-terminating cables, and providing remote support to end-users. Additionally, the FSE will configure and program equipment for various applications, interface with manufacturers to resolve issues, and make informed recommendations regarding repairs or replacements of defective products. The position also involves delivering technical training to clients and Cenero personnel, ensuring professional customer service, and maintaining clear communication of complex technical concepts. The FSE will coordinate activities with subcontractors and manufacturers, respond to notifications promptly, and perform duties of a Technical Service Engineer when not dispatched in the field. The role requires maintaining accurate records and documentation of service activities and time sheets, contributing to a positive work environment and team-centric culture.

Responsibilities

• Provide technical support of audiovisual, videoconferencing, and IT systems
• Diagnose audiovisual, videoconferencing, and IT related system problems
• Proactively manage and resolve system auto-generated Service Tickets
• Repair audiovisual, videoconferencing, and IT related systems when possible including re-terminating various cables
• Provide remote end-user and concierge AV & IT system support
• Configure and program equipment for various applications
• Interface with manufacturers to identify and resolve issues
• Make recommendations as to whether it is better to repair or replace a defective product
• Effectively communicate and document activities such as keeping records up to date and entering accurate time sheet information
• Deliver technical training and guidance to clients as well as Cenero personnel
• Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and service
• Professionally represent Cenero with Senior-level clients showing empathy, patience, and competence
• Clearly communicate complex technical concepts to peers, clients, and management
• Coordinate required activities with subcontractors, manufacturers, and Cenero personnel through the required management chain
• Respond to notifications in a timely manner
• Perform the duties of a Technical Service Engineer (TSE) when not dispatched in the field
• Answer customer requests (phone, email and video) and document this activity in Cenero's database
• Produce accurate and timely service quotes using Cenero's tools and formulas
• Keep digital records up to date (i.e. service tickets, documentation)
• Maintain a positive work attitude, strong work ethic, and embrace a team centric environment

Requirements

• Bachelor's degree (B. S.) from a four-year college or university in an appropriate field or equivalent on-the-job experience
• At least two years of related experience and/or training; or equivalent combination of education and experience
• Knowledge of various types of audiovisual and related systems including switchers, projectors, Blu-ray players, displays, digital signage, microphones, speakers, etc.
• General Knowledge of ISDN T1/E1, Ethernet and H.320, H.323 and SIP protocols
• General knowledge of TCP/IP networking, switches, routers, firewalls and AV over IP
• General knowledge of computers (Windows based) and office software
• Strong attention to detail and organizational skills are required
• Must be a self-starter with the ability to work independently or part of a team
• Strong time management, prioritization and both analytical and diagnostic skills are required
• Must possess exceptional written, oral and interpersonal communication skills
• Valid Driver's License with minimum of 3 years clean driving record

Nice-to-haves

• Audiovisual installation experience
• Applicable manufacturer trainings and certifications
• CTS General Certification
• Biamp/QSC Certification
• Crestron Toolbox and CTI-P101 Certificate or higher
• Crestron DMC-E-4K Certification

Benefits

• Competitive salary
• Industry-leading healthcare coverage begins on your first day of employment
• Choice of plans offered by Cigna PPO or a HDHP includes medical, dental, vision, and prescription coverage
• 401K with company match
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Dependent Care Spending Account (DCA)
• 100% Company paid Life insurance for employees
• 100% Company paid Short Term Disability
• Optional Long Term Disability
• Paid vacation time and paid holidays annually
• Flexible work environment
• Paid Time Off awarded at hire
• On-site gym, weight room, locker room
• Tuition assistance programs
• Professional development opportunities
• Employee Referral program
• Free coffee