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Key Responsibilities:
On-Site Technical Support:
Respond promptly to service requests and customer inquiries, either remotely or on-site.
Diagnose and troubleshoot audiovisual system issues, including hardware, software, and network-related problems.
Perform routine maintenance and system updates to ensure optimal performance and reliability.
Customer Interaction:
Interact professionally with clients to understand their technical requirements and provide solutions that meet their needs.
Communicate effectively with clients to explain technical issues, recommended solutions, and necessary repairs.
Documentation and Reporting:
Document all service activities, including work performed, parts used, and customer interactions, in a timely and accurate manner.
Prepare detailed service reports and maintenance logs for internal records and customer review.
Collaboration and Training:
Collaborate with internal teams, including project managers, technicians, and sales staff, to coordinate service activities and ensure customer satisfaction.
Provide training and guidance to clients on the proper use and maintenance of AV equipment and systems.
Quality Assurance:
Ensure that all service activities adhere to company standards, industry best practices, and safety guidelines.
Identify opportunities for process improvement and contribute to the development of service protocols and procedures.
Qualifications:
Bachelor's degree or equivalent technical certification in a relevant field (e.g., electrical engineering, audiovisual technology).
3+ years of experience in the audiovisual industry, with a focus on field service and technical support.
Proficiency in troubleshooting audiovisual systems, including audio, video, control, and networking components.
Strong understanding of AV industry standards and protocols (e.g., HDMI, HDCP, Dante, TCP/IP).
Excellent customer service skills, with the ability to communicate technical information clearly and effectively.
Detail-oriented approach to documentation and reporting, with a commitment to accuracy and thoroughness.
Valid driver's license and willingness to travel to client sites as needed.