Desk Based AV Service Engineer

Service Engineer

Ø  Providing technical AV support directly to clients via email / phone / VC call / remote access sessions. Client are based within the UK and Europe. 
Ø  Collaborating with colleagues in the service team to resolve a range of technical issues, contributing your relevant knowledge and experience. This will include supporting AV field service engineers who are on site, with information, and helping to progress escalation issues with manufacturer support / project teams / commissioning team.

Ø Utilising remote access and monitoring tools to service our client's AV systems. This could include uploading firmware and appropriate changes to configuration files for AV or VC hardware e.g., Logitech, Shure, Poly, QSC.

Ø Diagnosing faults with equipment and systems and collaborating with colleagues to resolve matters that need follow-up work such as spare parts, warranty returns, product replacement.

Ø Updating of system commissioning documentation such as AV/IT schedules, and accurate note recording of work carried out on site and via remote work.

Ø Working with the service administrator to facilitate site visits from our AV field service engineers and remote support within the terms of our client's service level agreements (i.e. the contractually agreed remote and site response times).

Ø Providing some informal and ad hoc end user training / user education to ensure the systems are used correctly.

 Ø Assisting the service team to devise and implement new processes to ensure our support services are highly effective, well documented and efficiently deployed.

Ø Accurate liaison with other departments to ensure client accounts are maximised to full potential e.g., scoping additional AV/VC works, improved service contracts etc. This includes gathering and passing on relevant information to sales and service contract sales.

 Ø  To assist in scoping small works for existing clients, such as specifying equipment needed for small AV systems upgrades.

 Working with the wider team

Ø  Collaborating with colleagues across the business, providing advice, information and assistance on a range of AV matters, and following best practises as advised.

Ø  We use Microsoft products such as Dynamics and Teams to run our operations and projects. It is a key requirement for the AV Remote Service Engineer to work diligently in these environments as it is the way many of our tasks are requested, scheduled and delivered.

Ø  Liaising with the commissioning team for handovers, resolution of snags, and post-install support. This is a key responsibility as we believe in close tie ups between service and commissioning teams.

Ø  To contribute to the development and training of junior AV service engineers.

Ø  Provision of technical knowledge/prowess to the pre-sales and design teams regarding products and AV systems.

Ø  Liaising with our delivery and logistics teams to ensure timely availability of equipment for service elements and processing of additional/replacement parts, returns and RMA's.

Ø  Working collectively with the administration/HR team in respect of welfare, appraisal and team building.

Attributes

In addition to the practical responsibilities above the AV Remote Service Engineer, as an important member of our service team, will commit to the following:

Ø  To be an enthusiastic team player capable of meeting deadlines and going the extra mile to ensure timely task completions.

Ø  To have/maintain strong knowledge of both Design Integration's and other manufacturers products.

Ø  To ensure that health & safety policies are always complied with.

Ø  To act in a professional and courteous manner to customers, suppliers, and colleagues.

Ø  To ensure that personal appearance and any allocated staff appearance is maintained to a professional level and that the company uniform and vehicles are respected and adhered to.

Ø  To ensure that timekeeping in relation to site arrival and departure is maintained to an acceptable level.

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