Position: Senior AV Field Service Engineer
Based: From home
Primary Scope and Purpose of Role
Design Integration is a cutting-edge technology company working in audio-visual communication and collaboration. Due to an exciting period of growth, we are looking for an enthusiastic and motivated Senior AV Field Service Engineer to support our company’s development.
The overall package includes the following:
1. Laptop, mobile phone, all IT equipment required and tools.
2. Overtime pay scheme
3. Pension scheme with company contribution after 3 months
4. 5 weeks holiday + bank holidays, inc. Xmas allocation – subject to management decision
5. Modern flexible working environments
6. Free refreshments and snacks provided
7. Focus on people’s wellness - team building drinks on Fridays, Summer and Xmas parties
8. Employee support, training, and development
9. Company leisurewear and accessories
Our service engineers ‘save the day’ for our clients time and time again. If you like to troubleshoot and enjoy technical problem solving, developing expertise in new products and technologies, and can keep your cool through ever-evolving situations, then this might be the opportunity for you.
Key Areas of Responsibility
Typical duties of the Senior AV Field Service Engineer include:
1. Providing technical AV support directly to clients on-site, across London, and occasional travelling within the UK and Europe, as well as service via email / phone / VC call / remote access sessions.
2. Exemplifying industry-leading technical service in handling client issues through to resolution, and skilled on-going management of client accounts.
3. Training and mentoring junior AV field service engineers, and providing ‘escalation’ support for other field service engineers.
4. Ensuring the service team meets our client’s service level agreements (i.e. the contractually agreed remote and site response times).
5. Researching and developing knowledge of relevant AV and VC software and hardware e.g. Crestron, Q-SYS, Logitech, Shure, Poly, Microsoft Teams, Zoom, Dante Controller, applying this knowledge in the field and disseminating useful information appropriately through the business.
6. Providing ad hoc end-user training so that systems are used correctly.
7. Updating of system commissioning documentation such as AV/IT schedules, and accurate note recording of work carried out on site and via remote work.
8. Undertaking scheduled preventative maintenance service visits to client sites and documenting findings.
9. Contributing to effective process improvements in the service department and broader business.
10. Accurate liaison with other departments to ensure client accounts are maximised to full potential e.g. scoping additional AV/VC works, improved service contracts etc. This includes gathering and passing on relevant information to sales and service contract sales.
Working with the wider team
* Collaborating with colleagues across the business, providing advice, information, and assistance on a range of AV matters, and following best practices as advised.
* Diligent use of business systems such as Microsoft Dynamics and Teams.
* Liaising with the commissioning team for handovers, resolution of snags, and post-install support.
* Liaising with our delivery and logistics teams to ensure timely availability of equipment for service elements and processing of additional/replacement parts, returns and RMA’s.
* Working collectively with the administration/HR team in respect of welfare, appraisal and team building.
Attributes
In addition to the practical responsibilities above the Senior AV Field Service Engineer, as an important member of our service team, will commit to the following:
* To be an enthusiastic team player capable of meeting deadlines and going the extra mile to ensure timely task completions.
* To ensure that health & safety policies are always complied with.
* To act in a professional and courteous manner to customers, suppliers, and colleagues.
* To ensure that personal appearance and any allocated staff appearance is maintained to a professional level and that the company uniform and vehicles are respected and adhered to.
* To ensure that timekeeping in relation to site arrival and departure is maintained to an acceptable level.
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