On-Site A/V Service Technician in Charlotte, NC at Whitlock

Date Posted: 2/5/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Charlotte, NC
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    2/5/2018

Job Description

Summary/Objective of Position

The On-Site Service Technician provides technical support to customers through electronic dispatching, performs  preventive and corrective maintenance on audiovisual and broadcast systems, provides technical support to projects as needed, and manages customer relationship from a service perspective by providing professional, courteous support at all times.

Whitlock is a video collaboration company that provides strategy, management, technologies and support to the world’s largest and most innovative businesses. We believe face-to-face collaboration creates stronger relationships and makes way for both business and personal success. What we give to a customer is the ability to connect, work together and share ideas with a reliable video experience. Whatever you’re trying to do, and who ever needs to join in, we’ll help you share it with the world.

Our company promotes and rewards client-focused behavior, entrepreneurial thinking, teamwork, integrity and a passion for success.

Required Skills
  • Answer all service calls in a timely manner.
  • Provide excellent customer service at all times.
  • Perform routine preventative maintenance checks and services to assigned audiovisual systems (service contracted customers) including software/firmware updates, as needed.  Complete customer PM report upon completion of PM checks, and follow any identified service repairs to completion.
  • Update service tickets in a timely manner upon completion of service calls.
  • Research parts, process Whitlock and manufacturer Return Material Authorization (RMA) requests, coordinate outside repairs, work with manufacturers, assist with phone support lines, provide technical support for sales, installation and system design staff, support Whitlock system designers and field service personnel, evaluate audiovisual system drawings, follow manufacturers’ prescribed maintenance procedures and common industry practices to troubleshoot and resolve system problems.
  • Balance mixer inputs, EQ rooms, and adjust delay channels as necessary to optimize audio system performance (typically, this is accomplished using state-of-the-art DSP technology).
  • Color-balance and adjust geometry of large video walls; optimize image quality of projection systems.
  • Test and troubleshoot control system functionality (may include Crestron, AMX, broadcast automation control and other IP-based control systems).
  • Test and evaluate performance of video conference systems over ISDN (H.320) and IP (H.323) networks, including local camera and presentation source routing and control, and acoustic echo cancellation.
  • Maintain an assigned base of service-contracted customers including proactively scheduling routine preventive maintenance visits and maintaining a strong working relationship with the customer based on trust and reliance.
  • Continuously seek to improve knowledge of integrated audiovisual and broadcast communications systems.  This includes extensive on-the-job, manufacturer and on-line training; personal research and professional development.  This includes becoming ICIA CTS certified within six (6) months of employment and pursuing additional ICIA certifications on your own.
  • May include after hours and on-call duties with guaranteed response times.
  • May require out-of-town travel and overnight visits at remote locations.
  • Tools and test equipment shall include both personal and company-issued tools, including service laptop and specialty tools.
Required Experience
  • This individual must work effectively with staff and senior management within the organization and with external parties.
  • Have the ability to work with limited supervision and direction.
  • Set individual goals.
  • The ideal candidate will be a proactive contributor and subject matter expert.
  • Maintain timesheet in Tenrox time-reporting system.
  • Perform any task assigned by the Service Delivery Manager or Senior Management