Presentation Products, Inc. is a New York City-based AV Design & Integration company looking for an AV Service Engineer to support our corporate & higher education customers (conference rooms, boardrooms, digital signage, LED walls, townhall spaces, etc.) This position will be based out of San Francisco, CA (and surrounding areas).

The AV Service Engineer is responsible for end-to-end troubleshooting, assessment and resolution of issues related to a customer’s Audio/Visual system(s). They will also provide Preventative Maintenance, Room Sweeps, Meeting & Event Support, and Client Training. They will adapt as needed to a variety of roles including Managed Services (dedicated client support) and Dispatched Services. They are a customer-facing representative and possess excellent customer service skills, a strong technical aptitude, and an ability to diagnose & solve complex problems. They should be familiar with PPI’s Service Offerings and call attention to new business opportunities.

This role offers a generous compensation package, 5 weeks of paid time off, health, dental and vision insurance, WageWorks pre-tax program, 401K with employer match, state of the art technology and office facilities– and many more unique and innovative fringe benefits. Our company offers a casual work environment and the ability to work with some of the largest companies in NYC as clients.

Department: Service

Classification: Non-Exempt

Compensations Range: $35-$42/Hour

Position Type: Full-Time

Reports to: Technical Operations Manager

Supervises: No direct reports, but this position mentors, coaches and helps develop the skills & careers of PPI Service Technicians.

Travel Requirement: Most clients are in the NYC Metropolitan area, but occasional travel may be required.

Summary/Objective: The PPI Audio-Visual Managed Service Engineer is one of the most senior level technical positions on the Client Services team. They provide level III service & support to our customers and are involved in troubleshooting and resolving the most complex technical issues. They continuously mentor and coach internal Service Technicians, helping them develop their skills and advance their careers.

Responsibilities and Duties:

• Provide white-glove AV service and support to customers across a variety of industries.
• End-to-end troubleshooting and resolution of complex technical issues related to a client’s integrated AV systems (diagnostics, DSPs, control processors, touch-displays, display & audio connectivity issues, meeting quality issues, networks, cabling, break/fix, AV rack, etc.)
• Provide “Managed AV Services”, when required. This might involve fulltime onsite support at a dedicated client (2-5 days a week), with dispatched service calls for different customers on other days.
• Assistance, coordination, and support of customer meetings/events/townhalls that involve the occasional use of mixing boards, scripted content/presentations, speakers, discussion panels and audience participation (See Qualifications & Skills below).
• Decommission, pack, store, and recommission systems, as needed.
• Initiate RMAs for defective equipment and replacement products.
• Mentor & assist other service team members, strive for continuous improvement of the team.
• Engage and collaborate with internal PPI engineers, programmers, project managers and Sales team to resolve complex technical issues that may require new design or retrofit.
• Perform Preventative Maintenance on AV systems per industry and manufacturer best practices.
• May occasionally need to perform room checks for assigned client(s), both remotely and/or onsite.
• Initiate and follow up on RMAs for defective equipment and replacement products.
• Attend & participate in daily PPI Service Team meetings.
• Ensure Service Call status is kept current and customer-facing.
• Provide organized and continuous client training to help drive the client’s adoption of AV technology.
• Maintain customer manuals, drawings & as-built schematics when design has changed as a result if service & support.

Qualifications and Skills

• 3 years of relevant experience.
• Excellent communication skills, both verbal and written.
• Proven expertise in design, integration, and programming of AV systems.
• Proven experience in troubleshooting complex AV systems.
• Experience in the setup and operation of Live events, including but not limited to a) In room and conferencing sound reinforcement via mixing board or control system; b) Scripted video switching and management of content and presentation media; c) Onsite coordination with event stakeholders for management of run of show and event success; d) Punctual attendance and a preemptive, engaged attitude when supporting clients and their events.
• Willingness to “roll the sleeves up” as needed to get the job done.
• Advanced-level certifications in Crestron, Extron, Biamp, Q-SYS and IP Networks.
• Network experience (Network and/or CCNA preferred).
• CTS certification.
• Advanced-level understanding of signal flow and control systems.
• Experience with AV-related programming languages & methodologies.
• Project management experience is a plus.
• Experience with cloud-based service providers and virtual meetings (i.e., Zoom, Microsoft Teams, etc.).
• Literacy in Windows and Mac operating systems.
• Ability to read & update technical drawings/schematics.
• Ability to work independently.
• Must possess strong organizational, efficiency and detail-oriented skill sets.
• Professional presentation and demeanor.

Preferred Certification/Experience:

· The following certifications are preferred:

o OSHA 30, AVIXA CTS, Biamp Tesira forte, QSC QSYS Level 1, Extron Control Professional, AVIXA Networking Technology, Crestron Foundations of Programming, Crestron DM Certified Engineer, CompTIA A , Biamp VoIP, Crestron Certified Audio.

· Familiarity of industry practices

· Proficient in Microsoft Office

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Presentation Products, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.