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On-Site Service Technician in Durham, NC at Whitlock

Date Posted: 1/20/2019

Job Snapshot

Job Description

Whitlock has a great opportunity for an experienced On-Site Service Technician to support our fantastic enterprise client base! 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. The On-Site Service Technician will coordinate very closely with the Help Desk, Sales, Management and Technical Operations to identify and repair customers customized solutions, identify sales opportunities, commitments and expectations, and will assist in training clients regarding their systems design, and its technical capabilities. This is a great opportunity for a self-driven candidate who thrives on working with cutting edge AV technology and interfacing with customers!

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.

Job Requirements

    • Responsibilities:

      • 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. 
      • Update service now in a timely manner upon completion of incident ticket.
      • Research parts, process Whitlock and manufacturer Return Material Authorization (RMA) requests, coordinate outside repairs, work with manufacturers, assist with phone support lines, 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.
      • Familiarity with commercial audiovisual, videoconferencing and broadcast manufacturers of equipment, including some direct training such as Extron, Cisco, Polycom, Crestron, AMX, Barco, Christie, Biamp, NEC, Sharp, Sony, Middle Atlantic, Shure and others.
      • Strong computer skills including Microsoft Office (Word, Excel, PowerPoint, Outlook, Project, SharePoint, Skype for Business, etc.)
      • 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.
      • Willingness to learn new technologies which may include Telephony/Telecom
      • Perform any task assigned by the Service Delivery Manager or Senior Management
      • The ideal candidate will be a proactive contributor and subject matter expert.
      • 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
      • Experience with Telecomm and voice support service a plus