Technical Service Engineer (Audio-Visual)

Reference #: b3fd2353-9d88-46c6-80f8-d374c784f67f

DescriptionSince 1999, Cenero has helped organizations gain a competitive edge by leveraging audio visual and conferencing technology as productivity tools. Our extensive knowledge of Audio Visual Systems, Video Conferencing and Network Infrastructure delivers solutions that improve communication and drive efficiency throughout the client's organization. The right technology can make or break a video meeting. Smart AV solutions can offer both in-office and remote participants an equal seat at the table, so everyone can engage and interact easily and comfortably. AI-informed technology can improve audio, video and interactive experiences, creating a consistency across spaces and seamlessly connecting remote teams.

We are growing rapidly, and our recent acquisition by Ricoh in October 2022 has accelerated our growth. This acquisition will help RICOH support its customers with their growing number of offices, meeting rooms, and learning spaces that are quickly being modified to support hybrid working and learning models. According to recent reports, the number of video conferencing devices, including room-based endpoints, USB room devices, and personal video communication devices, will grow 500% by 2025. We have a new headquarters building in Malvern, PA, and 4 other U.S. offices. (New York, Washington DC, Charlotte, and Dallas) Cenero offers a range of flexible solutions that improve communication, drive productivity, and empower collaboration. Our suite of solutions includes systems design and delivery, as well as managed services, which fits in perfectly with Ricoh's portfolio of digital workplace solutions.

SUMMARY

This position, operating from Cenero's Service Operations Center or other remote locations (i.e. working from home is possible), provides support of audiovisual (AV), IT and related systems for Cenero clients. Using Cenero's advanced Managed Service offerings, TSE remotely diagnoses and repairs AV, IT, and related systems, manages & coordinates on-site service when required, and provides end-user support including occasional concierge system assistance. TSE is also responsible to update internal service tickets, review & manage existing and auto-created tickets, and professionally communicate service status, etc. to all interested parties including clients. This senior position may also function as a service escalation point and provide technical guidance to clients and coworkers. This position will also require you to go to client site for service visit or on site staffing on a client site as needed based on departmental requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Provide remote technical support of AV, IT and related systems

-Uses Cenero's advanced Managed Service to diagnose and repair AV and related system problems

-Proactively manage and resolve system auto-generated Service Tickets

-Professionally interact with clients and Cenero personnel via videoconference, phone, email and text.

-Provide remote end-user and concierge AV & IT system support

-Remotely configure equipment and systems

-Interface with manufacturer's to identify and resolve issues

-Professionally manage Service Tickets to problem resolution including scheduling on-site support (via Cenero and sub-contracted personnel) when necessary, coordinating and communicating with the client and all designated parties, and actively updating Service Tickets with current information.

Effectively Communicate and Document Activities

-Create, update, manage, and resolve Service Tickets (and related forms) accurately and in a timely fashion per department standards.

-Keep digital records up to date

-Keep and Enter accurate time sheet information

Provide technical training & guidance to clients & Cenero personnel

Provide professional customer service including rapidly building technical credibility with clients via sup rior knowledge and exemplary customer service.

Clearly communicate complex technical concepts to peers, clients, and management.

Support Cenero's Service Operations Center by assisting with design, upgrades, and implementation.

Maintain technical superiority via continuing education, training, seminars, reading, etc. Position requires a minimum of 40 hours of advanced technical training annually.

Assist Cenero Operational teams with installations and trouble shooting, as required.

Position will also require you to go to client site for service visit or provide on site staffing on a client site as needed based on departmental requirements.

Other duties as assigned.SUPERVISORY RESPONSIBILITIES

Manage all aspects of assigned service tickets from creation through resolution. Coordinate required activities with subcontractors and Cenero personnel. Position does not directly manage personnel.QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

-Bachelor's degree (B. S.) from a four-year college or university in an appropriate engineering field; and/or five+ years related experience and/or training; or equivalent combination of education and experience.

-Detailed working knowledge of AV and related systems

-Experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software- based solutions

-Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX). Programming experience preferred.

-Detailed working knowledge of video & acoustic technical principals and basic electrical wiring is required.

-Ability to configure and tune audio systems, preferred

-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.

-Two+ years customer service experience

-Two+ years of field service and/or AV system installation experience

-Experience in commissioning AV, IT and related systems

-Experience troubleshooting VOIP, IP Networks, VLAN, Video over IP, and Wireless Networks

KEY REQUIRED CHARACTERISTICS

-Resourceful

-Excellent verbal and written communication skills

-High Emotional Intelligence

-Ability to confidently function in occasional high-stress situations

-Strong desire to help clients succeed

LANGUAGE SKILLS

Ability to read, analyze, and interpret the complex documents including product specifications, wiring diagrams, and architectural drawings. Ability to respond effectively to sensitive customer inquiries or complaints. Ability to clearly and unambiguously communicate verbally or in writing.

MATHEMATICAL SKILLS

Ability to comprehend and apply principles of modern algebra and acoustical equations.

REASONING ABILITY

Strong ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables