Cenero · 4 months ago
Technical Service Engineer-Audio Visual System Integration
Charlotte, TX
Full-time
Onsite
Mid, Senior Level
$61K/yr - $86K/yr
5+ years expCenero is a rapidly growing company specializing in Audio-Visual solutions that enhance communication and collaboration. They are seeking a Technical Service Engineer to provide remote support for AV and IT systems, manage service tickets, and ensure customer satisfaction through effective communication and technical guidance.
ComputerInformation TechnologyTelecommunicationsUnified Communications
Responsibilities
Provide remote technical support of AV, IT and related systems
Uses Cenero’s advanced Managed Service to diagnose and repair AV and related system problems
Proactively manage and resolve system auto-generated Service Tickets
Professionally interact with clients and Cenero personnel via videoconference, phone, email and text
Provide remote end-user and concierge AV & IT system support
Remotely configure equipment and systems
Interface with manufacturer’s to identify and resolve issues
Professionally manage Service Tickets to problem resolution including scheduling on-site support (via Cenero and sub-contracted personnel) when necessary, coordinating and communicating with the client and all designated parties, and actively updating Service Tickets with current information
Effectively Communicate and Document Activities
Create, update, manage, and resolve Service Tickets (and related forms) accurately and in a timely fashion per department standards
Keep digital records up to date
Keep and Enter accurate time sheet information
Provide technical training & guidance to clients & Cenero personnel
Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and exemplary customer service
Clearly communicate complex technical concepts to peers, clients, and management
Support Cenero’s Service Operations Center by assisting with design, upgrades, and implementation
Maintain technical superiority via continuing education, training, seminars, reading, etc. Position requires a minimum of 40 hours of advanced technical training annually
Assist Cenero Operational teams with installations and trouble shooting, as required
Position will also require you to go to client site for service visit or provide on site staffing on a client site as needed based on departmental requirements
Other duties as assigned
Qualification
Required
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
Detailed working knowledge of AV and related systems
Experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software-based solutions
Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX). Programming experience preferred
Detailed working knowledge of video & acoustic technical principals and basic electrical wiring is required
Ability to configure and tune audio systems, preferred
General Knowledge of ISDN T1/E1, Ethernet and H.320, H.323 and SIP protocols
General knowledge of TCP/IP networking, switches, routers, firewalls
Detailed working knowledge of computers (Windows based) and office software
Two+ years customer service experience
Two+ years of field service and/or AV system installation experience
Experience in commissioning AV, IT and related systems
Experience troubleshooting VOIP, IP Networks, VLAN, Video over IP, and Wireless Networks
Resourceful
Excellent verbal and written communication skills
High Emotional Intelligence
Ability to confidently function in occasional high-stress situations
Strong desire to help clients succeed
Ability to read, analyze, and interpret the complex documents including product specifications, wiring diagrams, and architectural drawings
Ability to respond effectively to sensitive customer inquiries or complaints
Ability to clearly and unambiguously communicate verbally or in writing
Ability to comprehend and apply principles of modern algebra and acoustical equations
Strong ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems
Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases
Ability to deal with a variety of abstract and concrete variables
Must have a valid driver's license and the ability to travel to client sites
Preferred
Programming experience with AV control systems (particularly those manufactured by Crestron & AMX)
Ability to configure and tune audio systems
CTS General Certification
Biamp Certification
Crestron 101 Certificate or higher
Crestron DM Certification
Other applicable industry certifications and training as required
Other applicable manufacturer training and certification as required
Benefits
Industry-leading healthcare coverage begins on your first day of employment. Includes medical, dental, vision, and prescription
Savings and 401K Investments with company match
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Dependent Care Spending Account (DCA)
100% Company paid Life insurance
100% Company paid Short-Term Disability
Optional Long-Term Disability
Paid Time Off awarded at hire
On-site gym, weight room, locker room
Giving Programs
Employee Tuition Reimbursement
Opportunities to network and connect
Lucrative Employee Referral program
Delicious Free coffee
Warm Philly soft pretzels every Wednesday in Malvern
Company
Cenero
Cenero is a service focused audio visual, unified communications and IT solutions provider.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-09-14Acquired
Leadership Team
John G.
CFO
Amy Favretto
Human Resources Manager/Business Partner
Recent News
2022-09-16
Canadian News Wire
2022-09-15
Company data provided by crunchbase