AV Field Service Engineer
Company Overview:
A leading provider of cutting-edge Audio Visual solutions is seeking an experienced Audio Visual Service Engineer to join their dynamic service team. This company delivers state-of-the-art AV technology and comprehensive support services across the UK. Their commitment to exceptional customer service and high-quality solutions has made them a trusted name in the industry.
Role Overview:
The AV Service Engineer will play a key role in ensuring the reliability and performance of Audiovisual systems for clients. The role involves responding to emergency service calls, carrying out scheduled maintenance visits, and managing administrative tasks such as logging reports and maintaining documentation. The ideal candidate will have a strong technical background, excellent troubleshooting skills, and the ability to work independently in a fast-paced environment.
Key Responsibilities:
1. Emergency Callouts:
Respond promptly to emergency service requests, providing on-site troubleshooting and repair of AV systems. Ensure service calls are attended within a 2-hour response time and on-site visits occur within 24 hours. Maintain clear and professional communication with clients and the service team regarding issue resolution.
2. Planned Maintenance Visits (PMV):
Conduct scheduled maintenance visits as per service contract agreements. Accurately log details of each visit, including equipment serial numbers, in the company's CRM system. Take and store relevant drawings/pictures for reference and documentation. Identify potential issues during maintenance visits and recommend proactive solutions. Provide feedback to the Service Contract Manager after each visit to ensure service continuity and customer satisfaction.
3. Technical Support & Troubleshooting:
Deliver expert technical support across a range of AV equipment, with a focus on Yealink and Logitech systems. Maintain an up-to-date log of supplier and manufacturer support contacts for efficient issue resolution. Escalate and collaborate with the internal support team on complex technical challenges. Ensure all service activities, including repairs and maintenance, are accurately documented in line with company procedures.
4. Client Relationship Management:
Develop and maintain positive client relationships, ensuring a high level of customer satisfaction. Offer technical advice and guidance on system operation and maintenance. Take a proactive approach to enhancing the service contract experience for clients.
5. Diary & Job Management:
Independently manage your schedule, prioritising service visits efficiently. Maintain accurate records of all tasks and interactions in the CRM system.
6. Vehicle & Equipment Management:
Ensure the company vehicle is well-maintained, clean, and compliant with audit requirements. Maintain demo stock, ensuring all equipment is functional and available for client demonstrations when needed. Adhere to company PPE and dress code standards for all site visits.
7. Additional Responsibilities:
Provide internal AV support within the office when required. Take initiative in training and professional development to stay up to date with industry advancements.
Required Skills & Experience:
1. Technical Expertise:
Proven experience as an Audio Visual Service Engineer or in a similar technical support role. Strong understanding of AV systems, including fault finding, and maintenance, particularly with Polycom, Yealink, Braco, and Logitech systems. Ability to diagnose and resolve technical issues effectively.
2. Certifications & Qualifications:
Relevant technical certifications (e.g., CTS, Polycom, Yealink) are highly desirable. Electrical or electronics engineering qualification (HNC/HND or equivalent) is an advantage.
3. Communication & Organisational Skills:
Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical clients. Strong organisational skills to manage schedules, logs, and client interactions effectively. Good written skills for clear and professional documentation of service activities.
4. Problem Solving Ability:
Ability to work under pressure and handle multiple tasks efficiently. A proactive mindset towards identifying and resolving technical issues.
5. Flexibility & Availability:
Willingness to work flexible hours, including weekends and evenings, as required for emergency callouts. A valid UK driving licence is essential. Willingness to travel across the UK for on-site service visits.
Benefits:
£35,000 - £45,000 basic salary (Depending on experience). Company vehicle and mobile phone. Pension scheme and private healthcare. Ongoing training and professional development opportunities. A supportive team environment with career progression prospects.
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