AV Field Service Technician (Break/Fix)

Job Description

Position Overview

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The AV Service Technician diagnoses, repairs, and maintains complex mechanical and electrical AV systems. This role requires technical expertise, problem-solving abilities, and customer service skills.

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Technicians are classified as Technical I, II, or III based on demonstrated experience, technical competency, certifications, and ability to independently support increasingly complex customer environments.

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Key Responsibilities

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· Perform reactive break-fix service, preventative maintenance, and warranty support for commercial Audio Visual (AV) systems.

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· Diagnose and troubleshoot AV system faults across control systems, audio, video, conferencing, DSP, switching, and network-connected devices.

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· Restore customer systems to operational status while maintaining agreed service level objectives (SLAs).

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· Conduct preventative maintenance inspections, firmware updates, software maintenance, and system health checks in accordance with manufacturer recommendations.

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· Identify root cause of recurring issues and provide recommendations for permanent corrective actions.

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· Program adjustments and minor configuration changes where required to restore system functionality.

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· Complete service documentation including work performed, test results, photographs, recommendations, and accurate labor entries.

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· Communicate professionally with customer stakeholders, providing clear updates on system status, repair activities, and next steps.

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· Coordinate material requirements, RMAs, and vendor technical support when escalation is required with support resources.

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· Verify system operation following repairs and perform functional testing before returning equipment to service.

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· Maintain company tools, test equipment, and service vehicle in a safe and professional condition.

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· Participate in on-call rotation and provide after-hours support when required.

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· Maintain compliance with company safety policies and customer site security requirements.

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· Identify opportunities for lifecycle replacement, upgrades, and service improvements, communicating recommendations through the Service Manager and Account Executive.

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· Respond to emergency service calls promptly and efficiently to minimize customer downtime and inconvenience.

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Core Competencies

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· Structured fault-finding and analytical thinking.

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· Customer-focused service delivery.

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· Strong communication and professionalism.

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· Technical documentation and note-taking in ticketing systems.

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· Time management and prioritization.

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· Attention to detail and documentation accuracy.

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· Ability to work independently with minimal supervision.

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· Commitment to safety and quality workmanship.

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· Continuous learning and manufacturer certification development.

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Technical Requirements

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Technical I (Entry Level)

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Experience

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· 1-3 years supporting commercial AV systems.

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· Able to perform preventative maintenance and basic break-fix activities with guidance.

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· Familiar with standard conference room technologies and common AV hardware.

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Technical Skills

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· Basic troubleshooting of displays, projectors, microphones, speakers, and cameras.

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· Understand signal flow fundamentals.

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· Replace defective hardware and cables.

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· Basic networking knowledge (IP addressing, PoE, switches).

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· Complete preventative maintenance inspections.

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· Read basic drawings and documentation.

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· Escalate complex issues appropriately.

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Preferred Certifications

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· CTS (preferred).

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· Manufacturer online training.

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· Basic safety certifications.

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Technical II (Experienced Technician)

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Experience

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· 3-6 years commercial AV service experience.

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· Independently support enterprise customers.

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· Performs advanced troubleshooting with minimal supervision.

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Technical Skills

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· Diagnosing hardware, software and network related AV faults.

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· Support DSP systems, control systems, and video conferencing platforms.

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· Perform firmware upgrades and configuration changes.

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· Troubleshoot AV over IP systems.

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· Read and interpret system schematics.

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· Complete commissioning-level testing following repairs.

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· Mentor junior technicians.

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Preferred Certifications

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· CTS.

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· AVIXA CTS-I preferred.

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· Crestron P201/P301.

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· Q-SYS Level 1.

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· Extron certifications.

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Technical III (Senior Technical SME)

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Experience

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· 7+ years enterprise AV engineering and service experience.

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· Subject Matter Expert across multiple AV technologies.

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· Escalation resource for complex technical issues.

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Technical Skills

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· Advanced diagnostics across enterprise AV environments.

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· Root cause analysis of recurring system issues.

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· Advanced DSP tuning and troubleshooting.

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· Control system diagnostics and modifications.

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· AV network architecture and troubleshooting.

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· Large room and divisible space support.

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· Manufacturer escalation coordination.

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· Technical mentoring and knowledge transfer.

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· Support lifecycle recommendations and technical standards.

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Preferred Certifications

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· CTS-I or CTS-D.

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· Advanced Crestron certifications.

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· Q-SYS Level 2.

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· Advanced Biamp certifications.

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· Advanced networking certifications desirable.