Audio Visual Field Service Engineer

4 weeks ago

Egham Surrey, United Kingdom Unified Support Ltd Full time

The AV Field Service Engineer (FSE) is responsible for providing technical support, troubleshooting and repair, of audio-visual systems located within the following types of environments: business/corporate, government, educational, multipurpose rooms, corporate board rooms, and all hands spaces. Field Service resources are dispatched by our Global Services coordinators in response to service & warranty support requests. The FSE will deliver world class service, meet & exceed clients Agreement SLAs and troubleshoot & resolve issues with minimal client impact. Responsible to meet and exceed client business productivity outcomes including optimizing system performance and maximizing client technology up-time. Responsible for updating his / her service reports on a daily basis and following up on his/her RMAs and or part orders.
Troubleshoot system issues to determine and find resolutions, ability to use a wide range of test equipment to troubleshoot, verify and document performance.
Provide customers with an elevated level of AV field service and support.
Develop on-going customer relationships, resulting in future customer loyalty.
Conduct Preventative Maintenance visits to ensure all client AV systems and rooms are operating at optimum levels.
Escalate issues for further support through the senior field service engineer, service manager, and Global Service team members -- and internal Level 3/4 Engineering and/or Manufacturers, as necessary.
Work with manufacturers to secure return authorizations (RMAs) and/or parts replacements related to field service tickets.
Using ConnectWise service ticket system, the FSE will track all time including travel and labourassociated with his/her field service tickets. Provide operational support for meetings and events as required.
Able to read and understand functional design drawings as well as cable riser diagrams and all architectural drawings.
Coax, ethernet and fibreoptic cable testing and troubleshooting.
Responsible for maintaining their toolkit, company vehicles (if issued) and material inventories.
Familiarity with a wide range of audio, video, and networking equipment
Installation and troubleshooting experience in the following are desirable: -
AV/UC systems Cisco, Poly, HP, Zoom, Google, MS teams, Neat, Yealink, DTEN, Crestron, Logitech
Audio DSPs Biamp, QSC, Shure (Dante level 1 & 2)
Digital signage and room booking systems.
LCD and LED video walls
Possess basic to advanced networking skills.
Excellent verbal and written communication skills as well as good customer service skills
This is a position that generally works solo on job sites and requires excellent technical and tactical judgement related to service work. The Field Service Engineer reports to the EMEA Service Manager.
When not on client sites, the employee will experience normal office conditions and be required to use office equipment such as computers, peripherals, etc.
Travel:
Frequent travel by car and occasional international trips to client sites located throughout the EMEA region are required. Engineers must possess a valid UK drivers license and passport. AVIXA CTS Certification is desired within first year (the client will support CTS training)
Three or more years as an installation/field service engineer or related industry experience, though juniors will be accepted and put into our mentoring program.
Must have a valid passport.

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