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

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

Job summary

An established industry player is seeking a Managed Service Escalation Engineer to enhance their AV service capabilities. In this role, you'll provide Tier 3 support, troubleshoot complex audiovisual and IT issues, and collaborate with a talented team to ensure seamless service delivery. Your expertise in AV systems and customer service will be crucial in building strong client relationships and maintaining high service standards. This position offers a dynamic work environment where you can grow your skills while contributing to innovative AV solutions that empower clients. Join a company that values work-life balance and offers competitive benefits from day one!

Benefits

Industry-leading healthcare coverage

Retirement and savings plans with company match

HSA, FSA, DCA accounts

Company-paid life insurance

Paid time off

On-site gym

Wellness programs

Employee development opportunities

Qualifications

• Bachelor's degree in engineering or 5+ years related experience required.
• Experience troubleshooting VOiP, IP Networks, and AV systems is essential.
• Knowledge of AV control systems and programming is preferred.

Responsibilities

• Provide technical support for audiovisual and IT systems.
• Diagnose and resolve system problems, manage service tickets.
• Deliver training and guidance to clients and team members.

Skills

AV Service Support

Customer Service

Troubleshooting

Technical Communication

AV Control Systems

Networking Knowledge

Education

Bachelor's Degree in Engineering

5+ years related experience

2+ years customer service experience

2+ years field service experience

Tools

Polycom Systems

Cisco Systems

Crestron

AMX

Windows-based Software

Job description

Description

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 duties assigned in the field when required and assist FSE/TSE AV escalation cases. The location is On-Site, in Malvern, PA.

Duties assigned

1. Provide technical support of audiovisual, videoconferencing, and IT systems
2. Diagnose audiovisual, videoconferencing, and IT related system problems. Proactively manage and resolve system auto-generated Service Tickets
3. Repair audiovisual, videoconferencing, and IT-related systems when possible including re-terminating various cables. Provide remote end-user and concierge AV & IT system support
4. Configure and program equipment for various applications
5. Interface with manufacturers to identify and resolve issues
6. Make recommendations on whether to repair or replace defective products
7. Effectively communicate and document activities, keep records up to date, and enter accurate timesheet information
8. Deliver technical training and guidance to clients and Cenero personnel
9. Provide professional customer service, building technical credibility with clients via knowledge and service
10. Represent Cenero professionally with senior-level clients, showing empathy, patience, and competence
11. Clearly communicate complex technical concepts to peers, clients, and management
12. Coordinate activities with subcontractors, manufacturers, and Cenero personnel through the management chain
13. Respond to notifications promptly
14. Perform duties of a Technical Service Engineer (TSE) when not dispatched in the field
15. Answer customer requests (phone, email, video), document activities, produce service quotes, and keep digital records

Service escalation and Support

1. Provide AV Tier 3 support for TSE and FSE team
2. Remote assistance to engineers/technicians
3. Manage escalations for the service department
4. Research and understand new platforms and technologies for support and servicing

Training and Documentation

1. Provide training for troubleshooting related to supported systems and develop a knowledge base
2. Collaborate with team members to develop as an AV resource

Education/Experience

• Bachelor's degree in an engineering field and/or 5+ years related experience or equivalent
• 2+ years customer service experience
• 2+ years field service and/or AV system installation experience
• 5-10 years experience in AV, IT, and related systems
• Experience troubleshooting VOiP, IP Networks, VLAN, Video over IP, Wireless Networks
• Knowledge of AV and related systems
• Experience with videoconferencing systems from Polycom, Cisco, etc.

Knowledge/Skills/Abilities

• Knowledge of AV control systems (Crestron & AMX)
• Programming experience preferred
• Knowledge of video & acoustic principles and electrical wiring
• Ability to configure and tune audio systems
• Knowledge of ISDN, Ethernet, H.320, H.323, SIP protocols
• Understanding of TCP/IP networking, switches, routers, firewalls
• Proficiency with Windows-based computers and office software

Licensure & Certifications

• Polycom HDX, Group, Infrastructure certifications
• Biamp Certification
• Crestron DMC-E-4k
• Microsoft MCP
• Cisco CCNA Collaboration

Physical Demands

Regularly required to sit, operate a computer and telephone, talk or hear. Must be able to stand, walk, reach, and lift objects up to 10 pounds.

Work Environment

The work environment characteristics are typical of those encountered while performing essential functions. Reasonable accommodations may be made for individuals with disabilities.

Benefits and Perks

• Industry-leading healthcare coverage from day one
• Retirement and savings plans with company match
• HSA, FSA, DCA accounts
• Company-paid life insurance and disability options
• Paid time off, on-site gym, wellness programs
• Employee development and networking opportunities

Company Information

Cenero offers innovative AV solutions since 1999, with rapid growth and recent acquisition by Ricoh. We value a vibrant culture, work/life balance, and diversity. Our services include design, installation, and managed services, with a focus on collaboration and communication. We are committed to equal employment opportunity and prohibit discrimination and harassment of any kind. Candidates only; no agencies or third-party resumes accepted.