Tier II Service Technician
- 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.
- Provide other support as needed to ensure SKC operates up to standards on a daily basis.
Tier II—in addition to Tier I responsibilities…
- 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.
Tier III—in addition to Tier 1 and Tier II responsibilities…
- 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).
ENVIRONMENT
Work Environment
SKC Communication Products, LLC promotes from within and strives to recognize each associate’s individual talents. SKC believes that our associates are our company’s most valuable asset. Consequently, SKC enjoys low turnover and fosters a strong team atmosphere. SKC offers a business casual environment, and we encourage our employees to be creative and enjoy the time they spend at work.
Special Physical Requirements
Must be able to move equipment racks and other heavy equipment as necessary to complete task at hand.
Travel
40-50%
QUALIFICATIONS
Education
College degree preferred
Requirements:
- Tier 3–CTS Certified, Certified in either Crestron or AMX programming language
- Covid-10 Fully Vaccinated
- Flu Vaccine
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