Onsite AV Service Technician

Diversified; Toronto; On-site; CAD 55,000 - 70,000; Full time

Job summary

Diversified is seeking an ADOPT Onsite AV Service Technician to manage on-site technical system needs at client locations. The role centers on building strong client relationships to ensure satisfaction, renewal, and growth of ADOPT onsite support agreements.

The position involves meeting/conference/event support, inventory tracking, reporting, and proactive maintenance, with hands-on repair of AV systems as needed.

Qualifications

• 1+ years of experience with audio-visual related systems.
• Superior client relationship management is required to create a tension-relief environment during high-stress encounters.

Responsibilities

• Collaborate with Diversified team members and departments.
• Provide end-user meeting/conference/event support.
• Perform routine preventive maintenance of technical systems to keep them ready for use.
• Repair faults in systems and equipment as needed.
• Interface with others and with manufacturers/vendors for repairs (RMA processes).
• Develop and maintain an inventory tracking/recording mechanism.
• Track repair needs, duties and events in ticketing systems.
• Produce summary and detailed reports on activities.

Skills

Audio-visual systems

Client relations

Event support

Diagnostics

Education

High school diploma

Job description

How You’ll Contribute:

The ADOPT Onsite AV Service Technician reports to and works within an assigned client site location daily, providing support for technical system needs. The most important requirement for this role is the ability to create and maintain a client relationship which results in superior client satisfaction, as well as the renewal and growth of an ADOPT onsite support agreement. Support normally includes multiple aspects, such as meeting/conference/events assists, inventory tracking, reporting, and proactive systems maintenance. Additionally, technicians exercise technical skill level abilities to perform routine maintenance, and repair of faulty systems and equipment.

What You’ll Do:

• Exercise successful collaboration with Diversified team members and departments.
• Perform supporting assists for end-user meetings/conferences/events.
• Perform routine preventive maintenance of technical systems, ensuring a ready to use state.
• Perform resolution of any system/equipment repair faults discovered within systems.
• Interface/liaison with others in efforts related to equipment faults and repair needs.
• Interface/liaison with manufacturers/vendors to facilitate equipment repair needs (as RMAs).
• Develop and manage/maintain an inventory tracking/recording mechanism.
• Track/update repair needs, work duties and events within ticketing systems.
• Produce summary and detailed reports.
• Maintain functional aspects of technical systems for an optimal ready to use state.
• Continue to progress elevated technical skills related to technical systems characteristics.
• Continue to grow and hone soft skills related to satisfactory client relationships.
• Create proper reporting materials to help express the value of the role to the client.
• Create an atmosphere of pleasure and confidence with the Diversified client experience.

Physical Working Environment:

Normally provided a working area within an office/business environment. Dependent upon the client, this role is often called to support and perform work on systems located throughout the entire breadth of a client’s building(s) and campus grounds. The daily working conditions may have various demands/situational relationships.

Examples of the demands/situational relationships you may encounter:

• Equipment access needs may be located within difficult areas (under conference/meeting room tables, within equipment closets/rooms, behind large displays/walls, within ceiling areas, cramped within small spaces such as kiosks, etc.).
• There may be needs to safely lift/handle equipment weighing up to 50 pounds.
• There are normally demands for walking great distances on a regular/daily basis.
• There may often be needs to traverse up/down stairwells on a regular/daily basis.
• There may be needs to work on/at the top area of ladders, electric lifts, or atop scaffolding.
• There may be an occasional need to work with hand tools, and/or electric power tooling.
• Hot to cold temperatures (and vice-versa) within physical environments may be encountered.
• Stresses may arise related to system/equipment failures, or difficult client interactions.

What You’ll Bring:

Education/Certifications:

• A high school diploma (or equivalent) is a minimum requirement for this position.
• A background screen and driving records check will be performed for all applicants.

Required/Desired Knowledge, Experience and Skills:

• 1+ years of experience with audio-visual related systems.
• Superior client relationship management is a requirement for this position (i.e. exhibiting the ability to create an atmosphere of tension relief during high stress encounters).

Preferences will be given to those applicants possessing any of the following characteristics:

• A postsecondary education degree
• A technical school/education certification/degree
• Client relations related training/certifications
• AVIXA CTS related certifications
• Biamp related certifications
• Crestron related certifications
• Networking/IT related certifications

Preference will be given to those applicants possessing any of the following characteristics:

• Experience with audio-visual related systems (1-3 years of AV support preferred).
• Experience trouble shooting video walls, control systems, and DSP
• Experience with video conferencing, unified communications, and collaboration platforms.
• Experience in a field related to providing face-to-face client technical systems support.
• Experience in a field related to providing technical systems support.
• Experience with supporting internal and external client relationships.
• Forward-thinking individual, with diligence and efficiency in multi-tasking.
• Possessing the ability to take ownership and provide solutions toward resolution.
• Excellent communications and client service skills, with consistent follow-through.
• Detail oriented and technically savvy.