The Field Service Specialist/AV Installer is responsible for performing repair and maintenance services associated with the products and facilities of KR Wolfe’s clients. We need AV installers with experience in AVolP (AV over IP), programming & set-up of digital signal processors (DSP’s), IP networked security camera, Dante Network Audio and terminating fiber optic cable.

Essential Duties and Responsibilities

Adherence to KR Wolfe’s Mission, Vision & Values

• Must demonstrate SPIRIT in all work that is performed
• Must understand, follow & promote company’s Mission, Vision & Values at all times.
• Must lead by example.

Pay Range: $23.00 to $30.00

Core Responsibilities – All Levels

• Adhere to all KRW policies and procedures at all times.
• It is required that at all times each employee be presentable and follow KR Wolfe’s dress code including the use of appropriate safety gear.
• Employee must use a company provided computer and/or smart phone to email and communicate for project info, travel itinerary, enter timecards daily, enter project notes and project pictures on a daily basis.
• Employee must accurately complete daily timecard, document activities extensively through notes and pictures, complete and manage one’s own expense reports, and various other forms and documents as a regular course of business. All of which must be done on a daily basis.
• Employee shall care for and ensure all company and client property remains in good condition.
• Employee will prepare documents using Microsoft Office Suite (Excel, Word, Outlook, Salesforce etc.).
• Employee must demonstrate professional etiquette with team members, superiors & clients at all times.
• Employee shall demonstrate strong oral and written communication skills at all times.
• Employee may manage varied information of company and/or project needs, objectives and responsibilities.
• Employee will perform basic math.
• Employee will be required to solve problems, escalating matters to KRW leadership as necessary.
• Employee will perform Punch List Items.
• Employee must read, interpret and understand schedules.
• Employee must demonstrate positive customer communication at all times.
• Employee must maintain environmental awareness at all times.
• Employee must adhere to safety measures at all times. Must use proper personal protective equipment (PPE) at all times.
• Employee must maintain all required credentials at all times.
• In order for employee to advance from one tier to the next 100% compliance with deadlines and 100% accuracy with documentation must be achieved and maintained. This includes and is highly focused on, but not limited to timesheets, daily reports, monthly expense reports.

Tier 1

• Owns complete set of all basic hand tools and has experience using hand tools and power tools
• Proficient in using a voltage meter, soldering iron, torque wrench, tone generator, digital level, multimeter, networking cable testers/certifiers.
• Understands the basics of AC/DC voltage.
• Completes assigned work in a high-quality manner and in compliance with scopes of work assigned.
• Attends all applicable trainings and asks questions if applicable in order to ensure full understanding of expectations and requirements.
• Able to work on ladders of all sizes.
• Experience operating material lifts and scissor lifts.
• Mounts and dresses monitors of various sizes including large wall panels.
• Installs, connects, and manages video routers and switches.
• Installs PTZ cameras.
• Programs various equipment.
• Cuts and pulls cables to length. Dresses cables. Terminates a variety of cable types including, but not limited to RBGHV, SVID, Composite, CAT5e, and CAT6.
• Identifies and understands various source plates.
• Identifies cable types including: RGBHV, SVID, Composite, Networking, HD-SDI, Fiber, Power, Control, DVI-D and DVI-I.
• Service and installation of surgical lights, equipment delivery and anesthesia delivery systems.
• Ability to fit in tight spaces including ceiling access panels, comm. closets, interstitial spaces, cabinets.
• Safely move equipment from area to area. Equipment can be heavy, large and difficult at times.
• Mechanical skills: Ability to set all-threads/level nuts at correct specifications.
• Work in a kneeling/crouching position for long periods of time.
• Cleans up jobsite, removes trash, and leaves a clean workspace.
• Competent with MS Office and ability to use various web-based portals.
• Interact with our client and their customers using effective “soft” skills.
• Ability to use FaceTime or Skype Video.
• Able to take direction without push back.
• Responds to company communication within a reasonable timeframe, or urgently when applicable.
• Partners with other specialists, management, and internal KR Wolfe support team to provide excellent customer service.
• Partners with internal KR Wolfe support team to ensure proper job records, timecards, expenses, vaccines, credentials, travel documents, and other items are kept up to date as needed.
• Works with supervision.

Tier 2

• Includes Tier 1 skills and minimum of 1-year proficient experience in Tier 1 capacity.
• Uses strong people skills to positively interact with clients and their customers.
• Regularly partners with other Specialists, management, and internal KR Wolfe support team to provide world-class customer service.
• Troubleshoots complex mechanical/audio-video/hydraulic client equipment, makes repairs, and communicates plans to project leaders, clients, and client customers.
• Program various pieces of equipment.
• Manage inventory of repair/replacement parts including the recording of serial/model numbers, ordering of new parts, and returning of defective parts.
• Ability to read, interpret, and communicate reflected ceiling plans, elevation drawing, room flow diagrams.
• Ability to manage a large and dynamic workload on a regular basis.
• Works under general supervision, may lead small projects or small teams.

Tier 3

• Includes Tier 1 & 2 skills and shows a minimum of 1-year proficient experience in Tier 2 capacity
• Acts as subject matter expert on service and installation of various pieces of client equipment including surgical lights, equipment delivery, and anesthesia delivery systems using reflected ceiling plans, elevation drawing, and room flow diagrams.
• Effectively trains and mentors team on proper procedures including both technical and administrative.
• Attends client meetings as needed.
• Regularly acts as project leader on job sites.
• Identifies, documents, and communicates new best practices.
• Ability to adequately complete work assignments with limited information and/or direction.
• Ability to digest and communicate information in an efficient and rapid manner.
• Documents and communicates relevant situations and communications which occur within team regarding client issues, team training, etc. to appropriate parties.
• Works under minimal supervision and may lead projects small and large.

Tier 4

• Includes Tier 1, 2, & 3 skills, and shows a minimum of 1-year proficient experience in Tier 3 capacity
• Supervises the work of Field Service Tiered personnel.
• Provides feedback to team members regarding their performance and makes recommendations for improvement.
• Works with Director of Field Operations, Business Unit Manager, and HR department to ensure strong performance and behavior of subordinates.
• Manage a team on projects and programs of all sizes
• Sets a strong example for other members of the team
• Conducts regular check-ins with team. Summarizes and communicates issues, resolutions, best practices with team and management.
• Ensures team consistently submits timecards and reporting accurately and timely on a daily basis.
• Acts as on-site project manager.
• Ability to multitask and manage teams on multiple projects simultaneously.
• Communicates clearly and concisely both written and orally.
• Leads projects, supervises and trains team members. Escalates issues to management when necessary.

Other Duties and Responsibilities

• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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 Experience

• High School Diploma, technical trade school or equivalent.
• 2-5 years’ experience in a Field Service environment.

Language Skills

Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to communicate effectively with top management, peers, clients, and/or vendors.

Mathematical Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

To perform this job successfully, an individual must have Must have intermediate computer skills. Knowledge of/ability to quickly learn Contact Management systems; Database software; Design software; Development software; Spreadsheet software and Word Processing software, required. Experience with Microsoft Office Suite required.

Employees are required to have the following credentials, vaccines, and training prior to being placed in this position:

• Negative TB Test
• Negative 10 Panel Drug Test
• Valid Driver License and acceptable driving record

May Be Required:

• MMR Vaccine
• Hepatitis B Vaccine Series
• Varicella Vaccine
• Tdap Vaccine
• OSHA 10
• Flu Vaccine
• Covid-19

Additional credentials, vaccines, and training may be required depending on customer demands.

This position requires up to 100% travel and frequently requires work or travel on weekends, nights, and evenings.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activity

• Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
• Balancing: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
• Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Crouching: Bending the body downward and forward by bending leg and spine.
• Crawling: Moving about on hands and knees or hands and feet.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
• Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Repetitive motion: Substantial movements (motions) of the wrists, hands, and/or fingers.

Physical Requirements

• Very heavy work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects.

Visual Acuity

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.

Working Conditions

• The worker is subject to both indoor and outdoor environmental conditions.
• The worker is subject to noise. There is sufficient noise to cause the worker to shout in order to be heard above ambient noise level.
• The worker is subject to vibration. Exposure to oscillating movements of the extremities or whole body.
• The worker is subject to hazards. Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.
• The worker is subject to atmospheric conditions. One or more of the following conditions that affect the respiratory system of the skin: fumes, odors, dust, mists, gases, or poor ventilation.
• The worker is frequently in close quarters, crawl spaces, shafts, manholes, small enclosed rooms, small sewage and line pipes, and other areas that could cause claustrophobia.
• The worker is required to function in narrow aisles or passageways.