Lead Service Technician

Diversified; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Diversified is seeking a Lead Service Technician to provide high-level support for our AV and video conferencing systems in Melbourne. You will work with the Field Service Support team to guide technicians, escalate complex faults, and coordinate service delivery for customers across various industries.

The role requires 3+ years in a service technician position, deep knowledge of AV systems (Crestron, Extron, AMX, Polycom, Kramer), and strong leadership, communication, and IT/TCP/IP skills to

Qualifications

• 3+ years' experience as a service technician or equivalent role.
• Advanced knowledge in video conferencing and control systems.
• Strong knowledge in video conferencing AV systems (Crestron, Extron, AMX, Polycom, Kramer).
• IT and TCP/IP knowledge.
• Ability to guide service technicians in providing solutions for customers.
• Demonstrate leadership to the wider service team and fulfill customer requirements.
• Strong communication and attention to detail.

Responsibilities

• Provide technical guidance to the field technicians in providing solutions for customers.
• Act as the primary technical escalation point for field technicians.
• Assist the Field Service Manager in coordinating and delivering our service offerings to customers.
• Demonstrate leadership by promoting high technical standards, professionalism and customer service.
• Provide documentation and technical support for technicians on site.
• Escalation of high priority customer faults with internal staff or suppliers.
• Provide technical liaison with clients regarding recommended system modifications and upgrades.
• Identify opportunities to improve service processes, documentation and troubleshooting procedures.
• Provide coaching, mentoring and ongoing development of junior staff.
• Demonstrate commitment to our customers by solving complex and technically challenging faults.

Skills

3+ years experience

Video conferencing knowledge

AV systems knowledge

Leadership

Communication skills

Troubleshooting

IT & TCP/IP

Tools

Crestron

Extron

AMX

Polycom

Kramer

Job description

Diversified is a global leader in audio visual, broadcast, and digital experience integration, delivering iconic spaces worldwide. We serve enterprises, media organisations, and public-sector agencies by designing, building, and operating environments where content, communication, and experience converge—from corporate campuses and smart workplaces to sports venues, retail networks, and broadcast operations.

Learn more by visiting https://onediversified.com/

About the Role

The key focus to this role is to provide a high level of service support to our clients. You will be working with our existing Field Service Support team of technicians and demonstrate a combination of technical knowledge, reporting, and client relationship skills as the position is responsible for the efficient running of day-to-day audio-visual operations. The close-knit nature of our office means the Lead Service Technician will need to be comfortable undertaking a wide variety of tasks.

Responsibilities

• Provide technical guidance to the field technicians in providing solutions for customers
• Act as the primary technical escalation point for field technicians
• Assist the Field Service Manager in coordinating and delivering our service offerings to customers
• Demonstrate leadership by promoting high technical standards, professionalism and customer service
• Provide documentation and technical support for technicians on site
• Escalation of high priority customer faults with internal staff or suppliers
• Provide technical liaison with clients regarding recommended system modifications and upgrades
• Identify opportunities to improve service processes, documentation and troubleshooting procedures
• Provide coaching, mentoring and ongoing development of junior staff
• Demonstrate commitment to our customers by solving complex and technically challenging faults

About you

• 3+ years' experience as a service technician or equivalent industry experience in a technician role
• Advanced knowledge in video conferencing and control systems
• Strong knowledge in video conferencing AV systems - Crestron, Extron, AMX, Polycom, Kramer and other AV systems
• Strong experience in fault finding, audio-visual schematics and digital sound processors
• IT and NW TCP/IP knowledge
• Ability to provide technical guidance to service technicians in providing solutions for customers
• Demonstrate leadership to the wider service team in fulfilling customer requirements
• Strong communication skills, both written and verbal
• Strong attention to detail with your ability to prioritise and meet deadlines
• Australian citizenship and owns and has access to a personal vehicle