Note: Covid-19 Full Vaccination Required for this position

Tier III Service Technician Responsibilities

• Provide customer service and audio-visual equipment troubleshooting and problem resolution via phone, video, and email.

• Make service calls to client locations to troubleshoot and resolve audio-visual equipment problems.

• Possess working knowledge of Audio, Video, Video Conference and Control systems.

• Work independently, be self-directed, communicate effectively and make sound decisions to ensure customer satisfaction.

• Provide excellent customer service and build customer relationships.

• Answer client calls (audio and video) and emails, open & follow-up on Service trouble tickets, troubleshoot problems and take appropriate action to resolve.

• Work closely with Integration Service Manager & technicians to help remedy any service issues that arise in a professional manner.

• Provide additional training to clients as needed

• Provide feedback to Integration Service Manager to facilitate improvements to the installation process.

• Use solution oriented approach for all service issues. Solutions must be quickly determined and implemented. All solutions must include a combination of expediency, economics, and resourcefulness to fulfill SKC standards.

• Provide sales leads provided to Account Executive or Service Manager based on findings from service visits.

• Develop training materials & provide training to clients.

• Develop and provide internal training (to include vendor training) for SKC staff.

• Possess advanced Audio and Control systems knowledge.

• Provide direction to Tier 1 technicians, delegate tasks to other team members and possess advanced problem solving abilities.

• Provide direction to Tier 1 and Tier II Technicians.

• Possess mastery level knowledge of Audio & Control systems (to include code writing and changing).

• Provide remote (VPN) support of Integrated Room systems.

• Manage client escalations.

• Quote new products to existing rooms (adds/changes).