Service Escalation Engineer (On-Site, Malvern, PA)

Opportunity Summary

The Managed Service Escalation Engineer will be responsible for AV Service escalations. They will work with the current FSE/TSE team to ensure they have proper support in troubleshooting issues related to audio, video and presentation capabilities. They will also perform the duties assigned in the field when required and assist FSE/TSE AV escalation cases. The location is On-Site, in Malvern, PA. 

 

Duties assigned

•          Provide technical support of audiovisual, videoconferencing, and IT systems

•          Diagnose audiovisual, videoconferencing, and IT related system problems Proactively manage and resolve system auto-generated Service Tickets

•          Repair audiovisual, videoconferencing, and IT-related systems when possible including re- terminating various cables Provide remote end-user and concierge AV & IT system support

•          Configure and program equipment for various applications

•          Interface with manufacturers to identify and resolve issues

•          Make recommendations as to whether it is better to repair or replace a defective product

•          Effectively communicate and document activities such as keeping records up to date and entering accurate timesheet information

•          Deliver technical training and guidance to clients as well as Cenero personnel

•          Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and service

•         Professionally represent Cenero with Senior-level clients showing empathy, patience, and competence

•         Clearly communicate complex technical concepts to peers, clients, and management

•         Coordinate required activities with subcontractors, manufacturers, and Cenero personnel through the required management chain

•          Respond to notifications in a timely manner

•          Perform the duties of a Technical Service Engineer (TSE) when not dispatched in the field

o       Answer customer requests (phone, email, and video) and document this activity in Cenero's database

o       Produce accurate and timely service quotes using Cenero's tools and formulas

o       Keep digital records up to date (i.e. service tickets, documentation)

Service escalation and Support:

•          Provide AV Tier 3 support for TSE and FSE team

•          Remote assistance to engineers/technicians

•          Responsible for escalations for the service department

•          Research and understanding new platforms and technologies to better assist with support and servicing of these platforms

Training and Documentation

•         Provide training for the Service department for troubleshooting that would relate to systems supported by Cenero Work to document and populate Knowledge Base for Cenero Support and troubleshooting processes

•         Work with specific individuals from the Service team to develop as an A/V resource

Education/Experience

•          Bachelor's degree {B. S.) from a four-year college or university in an appropriate engineering field; and/or five+ years related experience and/or training; or equivalent combination of education and experience.

•          Two+ years customer service experience

•          Two+ years of field service and/or AV system installation experience

•          5 -10 years of experience in commissioning AV, IT, and related systems

•         5-10 years of experience troubleshooting VOiP, IP Networks,