Cenero - Malvern, PA
posted 5 months ago
About the position
Cenero is seeking an AV On-Site Service Engineer who will play a crucial role in providing daily on-site support for audiovisual (AV), IT, and related systems. This position is designed for individuals who are not only technically proficient but also possess strong customer service skills. The engineer will act as a service escalation point, offering technical guidance and assistance to client personnel, Cenero Project Management, and subcontractors as needed. The role requires a proactive approach to diagnosing, adjusting, repairing, and escalating issues related to audiovisual and videoconferencing systems. The AV On-Site Service Engineer will be responsible for configuring and deploying equipment for various applications, providing end-user support, and ensuring a professional environment that fosters technical credibility with clients. This includes representing Cenero with senior-level clients, communicating complex technical concepts clearly, and maintaining awareness of new technologies through ongoing education and training. The engineer will also assist in coordinating new projects at customer facilities, ensuring effective communication between Cenero and the client, and attending project meetings as a representative of Cenero. In addition to technical responsibilities, the engineer will maintain accurate service ticket information in Cenero's CRM and ensure that all project work meets or exceeds design specifications. This position does not involve direct management of personnel but requires managing all aspects of assigned service tickets from creation through resolution. The ideal candidate will have a strong background in audiovisual systems, excellent communication skills, and a desire to help clients succeed.
Responsibilities
- Provide support of audiovisual, videoconferencing, and IT systems.
- Diagnose, adjust, repair, and/or escalate audiovisual, videoconferencing, and IT related systems.
- Configure and deploy equipment for various applications as necessary.
- Provide end-user support including concierge system assistance and meeting support.
- Develop a professional environment which includes rapidly building technical credibility with the Client while providing exemplary Customer Service.
- Professionally represent Cenero with Senior-level Clients showing empathy, patience, and competence.
- Clearly and concisely communicate complex technical concepts to peers, client, and management.
- Maintain new technology awareness through continuing education, training, seminars, reading.
- Help with coordinating all aspects of new designated projects at Customers facility including assisting with communications between Cenero and the customer.
- Help coordinate new project scheduling between Client and Cenero Operations Manager.
- Attend applicable new project meetings representing Cenero.
- Conduct site surveys for new business opportunities when appropriate.
- Assist Cenero Operational teams with installations and troubleshooting, as required.
- Function as Cenero's final 'quality control' inspector to ensure all project work meets or exceeds the design specification.
- Accurately maintain Customer's Service Ticket information in Cenero's CRM.
- Maintain accurate time sheet information.
- Other duties as assigned when deemed appropriate.
Requirements
- Bachelor's degree (B.S.) in Engineering and two+ years Customer Service experience or five+ years AV related Service experience; or equivalent combination of education and experience.
- Detailed working knowledge of audiovisual systems including control systems, touch screens, switchers, projectors, Blu-ray players, displays, microphones, speakers and amps.
- Ability to terminate typical audiovisual related cabling including CAT, BNC, XLR.
- Detailed working knowledge of Video & Audio Conferencing systems (Polycom, Biamp, QSC preferred).
- Working knowledge of AV control systems (Crestron & AMX preferred).
- Detailed working knowledge of video & acoustic technical principles and basic electrical wiring.
- Requires a detailed working knowledge of audiovisual test and repair equipment.
- General Knowledge of ISDN T1/E1, Ethernet and H.320, H.323 and SIP protocols.
- General knowledge of TCP/IP networking, switches, routers, firewalls.
- Detailed working knowledge of computers (Windows based) and office software.
- Audiovisual installation experience is desired.
Nice-to-haves
- Resourceful and technically curious
- Excellent verbal and written communication skills
- High Emotional Intelligence
- Ability to confidently function in occasional high-stress situations
- Strong desire to help clients succeed
Benefits
- Broad selection of medical, dental, vision, life insurance, and disability insurance options.
- Retirement Savings Plan (401K) with a company match.
- Tuition assistance programs.
- Paid vacation time and paid holidays annually.
- All benefits begin on Day One of employment.
