Service Escalation Engineer (On-Site, Malvern, PA)

Cenero; Malvern (Chester County); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic and innovative company as a Service Escalation Engineer, where you will play a vital role in providing exceptional technical support for audiovisual and IT systems. This position offers the opportunity to work closely with clients and internal teams to troubleshoot and resolve issues, ensuring seamless communication and collaboration. You'll be empowered to make a difference in a fast-paced environment, supported by industry-leading benefits from day one. If you're passionate about technology and customer service, this is the perfect opportunity to grow your career in a thriving organization.

Benefits

Industry-leading healthcare coverage

401K with company match

Health Savings Account (HSA)

Flexible Spending Account (FSA)

Paid Time Off awarded at hire

On-site gym

Employee Tuition Reimbursement

Employee Referral program

Warm Philly soft pretzels every Wednesday

100% Company paid Short-Term Disability

Qualifications

• Experience in AV service escalation and technical support.
• Strong troubleshooting skills for AV and IT systems.
• Ability to communicate complex technical concepts effectively.

Responsibilities

• Provide Tier 3 support for AV systems and troubleshoot issues.
• Train clients and Cenero personnel on AV systems.
• Document service tickets and maintain accurate records.

Skills

AV Technical Support

Troubleshooting

Customer Service

Field Service

Video Conferencing Systems

Networking Protocols

AV Control Systems

Technical Documentation

Education

Bachelor's Degree in Engineering

5+ Years Related Experience

2+ Years Customer Service Experience

Tools

Polycom Systems

Cisco Systems

Crestron Control Systems

AMX Control Systems

Job description

Service Escalation Engineer (On-Site, Malvern, PA)

Job Category: Engineering

Requisition Number: SERVI001554

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• Posted : April 23, 2025
• Full-Time

Locations

Showing 1 location

The Managed Service Escalation Engineer will be responsible for AV Service escalations. They will work with the current FSE/TSE team to ensure they have proper support in troubleshooting issues related to audio, video and presentation capabilities. They will also perform the duties assigned in the field when required and assist FSE/TSE AV escalation cases. The location is On-Site, in Malvern, PA.

Duties assigned

• Provide technical support of audiovisual, videoconferencing, and IT systems

• Diagnose audiovisual, videoconferencing, and IT related system problems Proactively manage and resolve system auto-generated Service Tickets

• Repair audiovisual, videoconferencing, and IT-related systems when possible including re- terminating various cables Provide remote end-user and concierge AV & IT system support

• Configure and program equipment for various applications

• Interface with manufacturers to identify and resolve issues

• Make recommendations as to whether it is better to repair or replace a defective product

• Effectively communicate and document activities such as keeping records up to date and entering accurate timesheet information

• Deliver technical training and guidance to clients as well as Cenero personnel

• Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and service

• Professionally represent Cenero with Senior-level clients showing empathy, patience, and competence

• Clearly communicate complex technical concepts to peers, clients, and management

• Coordinate required activities with subcontractors, manufacturers, and Cenero personnel through the required management chain

• Respond to notifications in a timely manner

• Perform the duties of a Technical Service Engineer (TSE) when not dispatched in the field

o Answer customer requests (phone, email, and video) and document this activity in Cenero's database

o Produce accurate and timely service quotes using Cenero's tools and formulas

o Keep digital records up to date (i.e. service tickets, documentation)

Service escalation and Support:

• Provide AV Tier 3 support for TSE and FSE team

• Remote assistance to engineers/technicians

• Responsible for escalations for the service department

• Research and understanding new platforms and technologies to better assist with support and servicing of these platforms

Training and Documentation

• Provide training for the Service department for troubleshooting that would relate to systems supported by Cenero Work to document and populate Knowledge Base for Cenero Support and troubleshooting processes

• Work with specific individuals from the Service team to develop as an A/V resource

Education/Experience

• Bachelor's degree {B. S.) from a four-year college or university in an appropriate engineering field; and/or five+ years related experience and/or training; or equivalent combination of education and experience.

• Two+ years customer service experience

• Two+ years of field service and/or AV system installation experience

• 5 -10 years of experience in commissioningAV, IT, and related systems

• 5-10 years of experience troubleshooting VOiP, IP Networks, VLAN, Video over IP, and Wireless Networks

• Detailed working knowledge of AV and related systems

• 5+ years of experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software-based solutions

Knowledge/Skills/Abilities

• Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX).

• Programming experience preferred.

• Detailed working knowledge of video & acoustic technical principles and basic electrical wiring is required.

• Ability to configure and tune audio systems, preferred

• Extensive knowledge of ISDN Tl/El, Ethernet and H.320, H.323, and SIP protocols

• General knowledge of TCP/IP networking, switches, routers, firewalls

• Detailed working knowledge of computers {Windows-based) and office software.

Licensure & Certifications

• Polycom HDX, Group, and Infrastructure certifications

Physical Demands

· While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard; and talk or hear. Required to stand, walk, and reach with hands and arms. Must be able to lift and/or move objects up to 10 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BENEFITS AND PERKS

• Industry-leading healthcare coverage begins on your first day of employment. Includes medical, dental, vision, and prescription
• Savings and 401K Investments with company match
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Dependent Care Spending Account (DCA)
• 100% Company paid Short-Term Disability
• Optional Long-Term Disability
• Paid Time Off awarded at hire
• On-site gym, weight room, locker room
• Giving Programs
• Employee Tuition Reimbursement
• Opportunities to network and connect
• Lucrative Employee Referral program
• Warm Philly soft pretzels every Wednesday in Malvern

COMPANY INFORMATION

Cenero employees are truly empowered to innovate at every level, in every function. We hire high-energy activators, that aren't afraid to leverage their passion and expertise. And we're agile, which means you can make a difference with your career, while learning, growing, and having fun!

Since 1999, Cenero has offered a range of Audio-Visual solutions that improve communication, drive productivity, and empower collaboration. Our suite of solutions includes systems design, fabrication, installation, and managed services, which fits in perfectly with Ricoh's portfolio of digital workplace solutions. Our corporate revenue growth has averaged 30% year over year for the past 6 years. We are growing rapidly, and our recent acquisition by Ricoh in October 2022 has accelerated our growth. We have a new headquarters building in Malvern, PA, plus 4 other U.S. offices. (New York, Baltimore/Washington DC, Charlotte, and Dallas)

Our Constant Connect solution is a suite of managed services that assures technology readiness for all collaboration spaces. The suite includes:

• Proactive Managed Services identify and solve issues before meetings even start
• UC Proactive Managed Servicesmonitors rooms and UC platforms like Teams and Zoom to keep spaces fully functional
• Reactive Managed Servicesprovide immediate assistance for all tech issues
• AnAnalytics Dashboardprovides detailed data for more informed business planning
• AV Staffing Servicesprovide on-site support of complex AV technology

At Cenero, we have a vibrant corporate culture which focuses on work/life balance. Cenero has won numerous awards including Best Place to Work and Inc Magazine’s List of the 5000 Fastest Growing Companies (both awards 4 times). You can choose from a broad selection of medical, dental, vision, life insurance, and disability insurance options. You can contribute to your financial security with a Retirement Savings Plan (401K) with a company match. You can augment your education with tuition assistance programs. Enjoy paid vacation time and paid holidays annually. All of your benefits begin on Day One of employment.

Cenero provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Direct candidates only. HLH. No employment agencies or third-party resumes will be accepted.

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This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.