GMS-Senior Field Service Technician

Job Description

Job Description

Job Description

POSITION: Senior Service Technician

REPORTS TO: Field Services Manager

OBJECTIVE : Be a valuable Verrex Team Member as a Field Service Technician, providing white glove service to high profile corporate clients. Must be able demonstrate technical expertise in solving client problems. Strong customer service and communication skills are a must as Verrex strives to continue to be a leader in the Audio-Visual Industry.

COMPENSATION: Non-exempt (hourly), monthly cell phone stipend, $600 monthly vehicle stipend, EZ-Pass and Gas Card.

BENEFITS: Verrex offers a comprehensive benefits package to support the health, well-being, and financial security of our employees. Benefits include:

• Medical, dental, and vision insurance (VSP)
• Company-sponsored 401(k) plan with matching contributions
• Company-paid life insurance and AD&D coverage ($50,000)
• Long-term disability (LTD) insurance
• Optional supplemental life insurance available for purchase
• Healthcare and Dependent Care Flexible Spending Accounts (FSAs)
• Access to AFLAC supplemental insurance products

This benefits summary is intended as a general overview and is subject to the terms and conditions of the official plan documents.

SKILLS & QUALIFICATIONS:

• Minimum 3 to 5 years industry experience.
• Must have experience using Tesira and Q-sys software to troubleshoot and make adjustments. Knowledge of DSP audio principles for proper configuration (understanding gain structure, a must). Able to make minor design changes in Qsys or Biamp. Qsys Level 1 and/or Biamp Tesira Certified
• Able to use Crestron Toolbox and Debugger to load code, firmware, and troubleshoot to determine if issue is settings, hardware, or determine if it is a likely code issue to refer to our programming team.
• Understanding of IP network principles, Network Switches, AVoIP and Dante Audio.
• Able to troubleshoot Poly and Cisco VTC hardware and PC based UC appliances for Zoom and Teams applications.
• Understand principles of building and maintaining audiovisual systems, utilizing appropriate reference materials.
• Understand how to use all tools as necessary to fabricate and field-engineer solutions.
• Can load, test, troubleshoot, and commission control system programs
• Can load, test, troubleshoot, and commission audio DSP systems, including fine tuning of gain structure and AEC

RESPONSIBILITIES:

1. Service Delivery

• Provide telephone and onsite service and preventive maintenance visits for all Verrex customers, including Verrex Service Agreement Customers and Time and Materials Customers as assigned by Service Management
• Complete all service visits in accordance with instructions as indicated on work orders. Bring all questions regarding scope of work, or all customer requests for tasks outside the current scope of work, to Service Department Management

• Work overtime as requested and as necessary to meet deadlines and customer demands

1. Service and Support Administration

• Complete and submit all necessary written and electronic documentation for all service visits, including work orders, equipment lists, preventive maintenance checklists, repair forms, and follow-up emails. Submit copies of relevant documentation to customer
• Assist Service Team with documentation of open service items in system of record. Take ownership of all open items assigned to you for resolution by performing any necessary technical research and communicating progress to Service Team
• Take ownership of expediting equipment repairs in the field, including contacting manufacturers and repair houses for case / RMA information, completely filling out all Verrex paperwork, and setting proper expectations with customers regarding equipment turnaround time
• Perform mark-ups of onsite as-built drawings as equipment changes and modifications are made. Bring back markups to Verrex Operations Manager for processing, and return updated drawings to customers
• Assist fellow technicians by providing installation / troubleshooting guidance
• Position will occasionally require other work assignments such as installing new systems, pickup and deliveries as necessary.
• Assist fellow technicians by providing installation / troubleshooting guidance

1. Technician Mentoring

• Provide mentoring / coaching for all field service technicians, inducing troubleshooting assistance, customer service skills coaching, and situational awareness training.
• Take initiative and ownership of complex open service items, including small-scale project management and inter / intradepartmental interfacing as necessary to affect resolution of items
• Take initiative to share relevant technical findings with Verrex Field regarding service issues, potential equipment failure trends, etc.

1. Sales, Customer Service and Relationship Management

• Clearly communicate arrival and departure time to both customers and Verrex Service Team. Follow-up proactively in the event of delayed arrivals
• Promote Verrex 220 (Time and Materials) services for all out-of-scope work. Promptly bring potential sales leads to the attention of Sales and the Service Team immediately
• Develop and maintain strong professional relationships with existing Service Agreement Customers
• Notify Service Management of all customer feedback, and highlight potential service issues

1. Verrex-Furnished Tools and Equipment

• If provided, operate Verrex-supplied vehicle for travel to and from Verrex offices, customer sites and training locations as required, in accordance with all applicable traffic laws.
• Maintain vehicle in accordance with Verrex Fleet Guidelines. Promptly notify Fleet Management for all vehicle service needs or issues.
• Maintain vehicle stock of all required tools and supplies. Promptly request equipment that needs to be ordered or restocked.
• Maintain personal stock of Verrex and user-furnished tools and supplies.

1. General Policy and Best Practices

• Check Verrex Schedule Board nightly to receive the next day’s work assignments
• Adhere to Verrex dress code whenever on a customer job site or in a Verrex office
• Keep work areas safe, clean and organized
• Submit timesheets daily

6. Ongoing Training and Certification:

• Maintain CTS Certification
• Attend all Verrex-sponsored training days
• Attend all offsite manufacturer and equipment-specific trainings as dictated
• Maintain / expand industry knowledge through all Verrex-approved media as dictated by job and customer demands

This job description may be revised at any given time by Verrex Management.

Employee Handbook

Please refer to the Verrex Employee Handbook for company policies on such issues as employment wages, salary, benefits, services, reimbursable expenses, employee communications, safety, health, standards of conduct, and corrective action.

Equal Opportunity Employer Statement

Verrex is proud to be an equal opportunity employer. We are committed to creating an inclusive, respectful workplace where everyone can thrive.