Tier III Service Technician Responsibilities

1. Provide customer service and audio-visual equipment troubleshooting and problem resolution via phone, video, and email.
2. Make service calls to client locations to troubleshoot and resolve audio-visual equipment problems.
3. Possess working knowledge of Audio, Video, Video Conference and Control systems.
4. Work independently, be self-directed, communicate effectively and make sound decisions to ensure customer satisfaction.
5. Provide excellent customer service and build customer relationships.
6. Answer client calls (audio and video) and emails, open & follow-up on Service trouble tickets, troubleshoot problems and take appropriate action to resolve.
7. Work closely with Integration Service Manager & technicians to help remedy any service issues that arise in a professional manner.
8. Provide additional training to clients as needed
9. Provide feedback to Integration Service Manager to facilitate improvements to the installation process.
10. 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.
11. Provide sales leads provided to Account Executive or Service Manager based on findings from service visits.
12. Develop training materials & provide training to clients.
13. Develop and provide internal training (to include vendor training) for SKC staff.
14. Possess advanced Audio and Control systems knowledge.
15. Provide direction to Tier 1 technicians, delegate tasks to other team members and possess advanced problem solving abilities.
16. Provide direction to Tier 1 and Tier II Technicians.
17. Possess mastery level knowledge of Audio & Control systems (to include code writing and changing).
18. Provide remote (VPN) support of Integrated Room systems.
19. Manage client escalations.
20. Quote new products to existing rooms (adds/changes).