Service Field Engineer - Commercial Audiovisual

Position Summary

The Service Field Engineer provides advanced onsite and remote support for enterprise audiovisual and Unified Communications systems across San Francisco bay area client locations. The role includes diagnostics, repairs, maintenance, system recovery, and collaboration with engineering and service teams to ensure stable, high-performing AV environments.

Essential Duties & Responsibilities

Advanced Troubleshooting & Onsite Support

• Perform onsite diagnostics, troubleshooting, and system recovery for AV/UC systems, including Teams Rooms, Zoom Rooms, Crestron, Q-Sys, Biamp, Neat, Logitech, and Dante-enabled environments.
• Resolve Tier 2/Tier 3 escalations and collaborate with remote support teams.
• Investigate recurring issues, perform root-cause analysis, and provide recommendations.
• Support equipment swaps, device replacements, system rebuilds, and field commissioning tasks.

System Maintenance & Upgrades

• Perform firmware updates, configuration adjustments, and room health checks.
• Conduct preventative maintenance, functional testing, and system optimizations.
• Assist engineering teams with cutovers, migrations, and small-scope upgrade deployments.

Client Engagement & Communication

• Provide professional onsite support and maintain strong client-facing relationships.
• Communicate findings clearly to technical and non-technical stakeholders.
• Coordinate with vendors (Neat, Logitech, Crestron, QSC) for escalated repairs, RMAs, and replacements.

Documentation & Operational Standards

• Document work performed in ticketing and asset systems such as ServiceNow, Jira, and client portals.
• Track parts usage, field risks, inventory consumption, and SLA compliance.
• Maintain strict adherence to cable management, labeling, workspace cleanliness, and building security protocols.

Qualifications

• 3-5+ years of enterprise AV service, field engineering, or corporate AV support experience.
• Strong working knowledge of Crestron, Q-Sys, Biamp, Logitech, Neat, Teams Rooms, Zoom Rooms, Dante, and AV networking principles.
• Ability to read and interpret diagrams, wiring schematics, and engineering documents.
• Experience with ServiceNow, Jira, and enterprise support workflows.
• CTS, CTS-I, or manufacturer certifications (Crestron DMC-T, Q-Sys, Dante) preferred.
• Ability to lift 50 lbs and travel locally across NYC as required.

Preferred Skills

• CTS certification.
• OSHA 10 certification.
• Basic IT networking knowledge beyond fundamentals.
• Experience with access control, surveillance, or other low-voltage systems.
• Familiarity with AV-over-IP, multicast routing, and managed network environments.

Personal Values and Work Ethic

• Punctual and reliable attendance.
• Consistent follow-through and accountability for tasks and outcomes.
• Clear, professional communication.
• Ability to work autonomously with minimal supervision.
• Willingness to mentor junior or entry-level technicians.
• Dependable, proactive, and self-motivated work style.
• Maintains a clean, organized, and professional appearance.