Field Service Technician

The Company

Ultimate Technologies Group (UTG) has been ranked by its people as a Best Place to Work for each year it has been in business. This year marks the 7th year in a row, and the first time UTG made it to the top of the list as the #1 Best Place to Work in Indiana for Small & Medium sized companies. Headquartered in Fishers, IN (just north of Indianapolis), UTG is a service-focused commercial audio-visual and information technology services company that provides global virtual communication and collaboration solutions. UTG designs, installs and services its clients wherever they are in the world.  

We are a super-fast-growth company that hires the best talent - a mix of high technical and interpersonal skills. Our team members receive stock ownership, above-market pay, comprehensive benefits including medical, dental, 401K with match, and the opportunity for extensive personal and professional growth. Visit us at https://www.linkedin.com/company/ultimatetechgroup/ 

The Role

We are seeking a skilled and dedicated Field Service Technician to join our technology company specializing in Information Technology (IT) and Audio-Visual (AV) solutions. The ideal candidate will play a crucial role in supporting the service team and addressing complex service issues in the field. This position requires a strong technical background, excellent problem-solving skills, and the ability to work independently and collaboratively with clients and internal teams.

Location: This is a hybrid role based out of Fishers, IN. This role requires travel to client sites to offer break-fix repairs and troubleshooting. 

Hours: Monday-Friday, 8am-5pm 

Travel: Local travel throughout Indiana is frequent. Occasional out-of-state travel may be required depending on client needs. A company van will be issued to the technician, and gas paid for by the company. 

Responsibilities

• Technical Support: Perform on-site repair of audio-visual equipment by diagnosing and determining the proper repair. Investigate, troubleshoot and resolve (in real-time) issues brought to you by clients related to their audio-visual equipment.
  
• Installation and Maintenance: Perform installation, configuration, and maintenance of IT and AV equipment and systems.
• Customer Interaction: Engage with clients to understand their needs, provide solutions, and ensure customer satisfaction.
• Documentation: Maintain detailed records of service activities, including issue resolution, equipment maintenance, and client interactions. Document the service call resolution in our ticketing database (HubSpot).
• Training and Guidance: Train and guide clients on the proper use and maintenance of IT and AV systems.
• Quality Assurance: Ensure all service activities meet quality standards and comply with industry regulations.
  
• Preventative Care: Perform annual preventative maintenance check and requested training for clients who’ve purchased our Ultimate Care contracts.
  
• Ticket Management: Complete and close Tickets in a timely manner, maintaining company KPIs.
• Communicate with OEM on unresolved issues with audio-visual equipment.
• Obtain return merchandise authorizations (RMAs) from manufacturers on unrepairable products.
• Communication: Exercise effective listening and communication skills with technicians, office staff and clients.
• Vehicle Responsibilities: Maintain company vehicle, inventory, and equipment.
• Work Hours: Work extended or modified hours during special events and holidays to provide adequate support for our clients.
• Crosstrain with Service Care Center to cover when needed

Competencies 

Must-Haves

• Bachelor’s Degree
• Industry Experience: Minimum of 3-5 years of experience in field service within the technology sector, with a focus on IT and AV products.
• Technical Support: Proven experience in p