Service Engineer

Job description

Description

As a Service Engineer, you will play a key role in enhancing the customer experience by serving as a frontline representative of the company and helping clients utilize FTR products and solutions within their court environments. Responsibilities

- Diagnose and resolve technical hardware and software issues involving FTR solutions.

- Conduct proactive support and maintenance of installed audiovisual equipment, video conferencing systems, and FTR software solutions at designated customer sites.

- Perform advanced troubleshooting and repair of equipment, including audio recording systems, microphones, DSPs, associated cabling, and other multimedia equipment.

- Troubleshoot and support legacy equipment in customer environments where required.

- Configure and deploy portable AV and recording solutions as required.

- Maintain accurate and timely reporting and record-keeping using company-designated case management systems.

- Maintain the asset register for AV-related equipment across client installations and manage portable recording and conferencing equipment.

- Demonstrate excellent customer service and troubleshooting skills while resolving escalated support requests in accordance with Service Level Agreements (SLAs) for internal and external customers.

- Provide regular progress updates for current and outstanding incidents or project tasks.

- Develop and refine hardware and troubleshooting documentation for knowledge base articles.

- Prioritize and manage multiple support requests, incidents, and project tasks while meeting established Service Level Agreements.

- Contribute to additional operational, technical, and customer support activities as required to meet business objectives, consistent with the scope and level of the position.

Qualifications

- Minimum of 3 years of experience with hardware, audiovisual and/or digital audio systems.

- Formal training with installed AV systems, with an understanding of troubleshooting and addressing issues related to AV over IP.

- Understanding of AV concepts, troubleshooting procedures, signal flow, and how to isolate issues in an integrated system.

- Ability to read and understand schematic drawings to guide troubleshooting procedures.

- Experience installing hardware and cabling, including mounting displays and video conferencing systems, terminating cable, and diagnosing and repairing physical infrastructure issues. Soldering experience preferred.

- Ability to demonstrate soft skills, including active listening, attentiveness, clear communication, confidence, good body language, patience, self-control, and the ability to empathize.

- Detail-oriented when documenting information accurately in case management systems and within internal documentation.

- Experience with Windows administration and troubleshooting. PowerShell experience preferred.

- Strong communication of technical concepts to non-technical stakeholders, and experience working with users of varying technical skill levels.

- Ability to prioritize work based on urgency and impact.

- Ability to consistently lift over 50 lbs and to bend and reach for tools and equipment. Onsite work may require navigating stairs, ladders, and confined spaces.

- Out-of-state travel may be required as needed up to 25% of the time.

- Occasional support may be required before or after normal court hours to respond to emergency issues. On call availability in these cases is required. Notice of after-hours work will be communicated as far in advance as possible.

- Must be able to pass a background check, possess reliable transportation, and hold a valid driver's license.