What are the responsibilities and job description for the AV Service Tech - Tier III position at SKC Communication Products?
Tier III Service Technician Responsibilities
- 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.
- 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.
- 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).