Senior Field Specialist - VCW

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

The Senior Field Specialist – with a commitment to the customer experience, will be responsible for installing and troubleshooting audio visual installations within a team environment.  This role requires an individual with high exposure to complex Audio Visual systems and their integration into corporate, government and education environments.  The Senior Field Specialist should exhibit outstanding and consistent technical skills in areas of Audio Visual design, signal flow, structural integrity, custom terminations, control and DSP programming, and networking.  Strong interpersonal and communication skills are needed to team well with customers, sales and service delivery team members.

 

Essential Duties and Responsibilities:

• Perform high level site surveys and relay client needs and environment considerations to the design team.
• Staging and installation of complex multi-room Audio Visual manufacturer installations while coordinating with on-site trades, customer IT staff and overseeing the field specialist team. 
• At times, be able to train Field Specialists on new products released to market and proper Audio Visual standards.

• Provide regular updates to the Project Manager and work with Design Engineer to ensure install is being implemented according to the SOW and proactively address potential site or design challenges with corrective resolutions. 
• Ability to commission complex multi-room installations using room commissioner tool kit.
• Ability to work with programmers to install basic room control systems, with a solid technical grasp of the installation for complex control systems.
• Commission audio visual manufacturer equipment by de-bugging control system, configure video EDID tables and scalers to provide the best possible video resolution and configure DSP for the highest fidelity audio.
• Provide user and technical level training on all installed systems. 
• Complete and submit installation and documentation checklists, including as built drawings, configuration file backups and site photos.
• Ability to work with minimal supervision and act as a team lead for project implementations.

• Recognize and appropriately escalate client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/ groups affected.
• Maintain discipline and professionalism during all interactions and in all verbal or written communications.
• Basic IP networking expertise and or education.
• Team contributor to overall team success and level of knowledge.

 

Non-Essential Duties and Responsibilities:

• Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
• Become familiar with available help resources; stay updated on technology changes or problems.

Qualifications

Qualifications:

• High School Diploma or equivalent required.
• Minimum 4-6 years’ experience as a lead on professional Audio Visual installations.
• Maintain valid driver’s license.
• Good driving record to ensure insurability.
• Experienced with the installation and configuration of audio and video conferencing and their interpolation into a variety of room environments and larger Audio Visual installations.
• Complete understanding of Audio Visual network requirements within larger networks.
• Basic Knowledge of VoIP and analog (POTS) phone systems.
• Crestron Digital Media Certified, with a strong knowledge of the range of Crestron equipment and Toolbox software.
• Biamp Tesira Certified, with a strong knowledge of gain structure, and room acoustics.
• Infoco