AV Service Delivery Specialist

• →Act as primary client contact for all service issues.
• →Act as primary vendor contact for all warranty issues and claims.
• →Perform technical support and troubleshooting of audiovisual and videoconferencing systems over the phone and escalate issues when necessary.
• →Utilize ticketing system to create tickets and track issues that arise; coordinate with other team to redirect tickets.
• →Work with internal technicians and external vendors to remotely test the videoconferencing and audiovisual equipment from various global locations.
• →Coordinate workflow and dispatch service technicians as needed.
• →Learn all necessary software: ConnectWise, Word, Outlook, and Excel.
• →Secure purchase orders for all services rendered.
• →Facilitate purchasing of parts required for repairs.
• →Ensure proper timely completion of all service orders.
• →Create Sales Orders for all services in a timely fashion.
• →Availability via mobile phone for emergency service calls.
• →Develop a network of qualified “outside” repair resources.
• →Develop detailed written files for all manufacturers.
• →Ensure maximization of billing for all warranty services.
• →Ensure receipt of warranty payments.
• →Facilitate all RMAs.
• →Maintain a log of all service contracts and schedule required service checks.
• →Facilitate keeping a library of updated service manuals and bulletins.
• →Become proficient in software needed to perform your duties proficiently.
• →Locate and provide sales leads through service contacts.
• →Assist in inventory control.
• →Provide excellent customer service.
• →Maintain a professional attitude.
• →Follow management guidelines regarding proper preparation of, and timely submission of, all paperwork and administrative requirements.
• →Safe use of all equipment.
• →Some lifting may be required.
• →Have valid driver’s license.
• →Other duties as deemed necessary by contract or management.

• Basic understanding of audiovisual systems.
• Basic understanding of videoconferencing and various videoconferencing platforms.
• Proficient with computers.
• Must be willing to learn new skills and keep current with rapidly changing technology.
• Must possess strong written and verbal communication skills.
• Must possess strong work ethic and ability to work under pressure.
• Exceptional interpersonal and customer service skills.
• Ability to think strategically to resolve issues that arise.
• Ability to work independently and in a team environment.
• Ability to multitask and prioritize daily tasks.
• An ability to use discretion and good judgment with regards to sensitive or confidential information.
• Must be flexible to adjust shift as needed for extenuating circumstances.

• Regularly spend long hours sitting and using office equipment and computers
• Regularly move from sitting to standing positions effortlessly
• Regularly use hands and fingers to handle, control, or feel objects
• Regularly see details of objects that are less than a few feet away
• Regularly speak clearly so listeners can understand
• Regularly understand the speech of another person
• Frequently work on projects that require deadlines
• Ability to travel to client sites
• Lift and carry up to 25 pounds

EXPECTED HOURS OF WORK: Normal business hours are Monday through Friday 8 am – 5 pm.  Hours may change based upon business needs.  

WAGE:  $20.00 - $25.00 / depending upon experience and certifications