AV Field Service Technician (Break/Fix)

Position Overview

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.

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.

Key Responsibilities

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Core Competencies

· Structured fault-finding and analytical thinking.

· Customer-focused service delivery.

· Strong communication and professionalism.

· Technical documentation and note-taking in ticketing systems.

· Time management and prioritization.

· Attention to detail and documentation accuracy.

· Ability to work independently with minimal supervision.

· Commitment to safety and quality workmanship.

· Continuous learning and manufacturer certification development.

Technical Requirements

Technical I (Entry Level)

Experience

· 1-3 years supporting commercial AV systems.

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

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

Technical Skills

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

· Understand signal flow fundamentals.

· Replace defective hardware and cables.

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

· Complete preventative maintenance inspections.

· Read basic drawings and documentation.

· Escalate complex issues appropriately.

Preferred Certifications

· CTS (preferred).

· Manufacturer online training.

· Basic safety certifications.

Technical II (Experienced Technician)

Experience

· 3-6 years commercial AV service experience.

· Independently support enterprise customers.

· Performs advanced troubleshooting with minimal supervision.

Technical Skills

· Diagnosing hardware, software and network related AV faults.

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

· Perform firmware upgrades and configuration changes.

· Troubleshoot AV over IP systems.

· Read and interpret system schematics.

· Complete commissioning-level testing following repairs.

· Mentor junior technicians.

Preferred Certifications

· CTS.

· AVIXA CTS-I preferred.

· Crestron P201/P301.

· Q-SYS Level 1.

· Extron certifications.

Technical III (Senior Technical SME)

Experience

· 7+ years enterprise AV engineering and service experience.

· Subject Matter Expert across multiple AV technologies.

· Escalation resource for complex technical issues.

Technical Skills

· Advanced diagnostics across enterprise AV environments.

· Root cause analysis of recurring system issues.

· Advanced DSP tuning and troubleshooting.

· Control system diagnostics and modifications.

· AV network architecture and troubleshooting.

· Large room and divisible space support.

· Manufacturer escalation coordination.

· Technical mentoring and knowledge transfer.

· Support lifecycle recommendations and technical standards.

Preferred Certifications

· CTS-I or CTS-D.

· Advanced Crestron certifications.

· Q-SYS Level 2.

· Advanced Biamp certifications.

· Advanced networking certifications desirable.