A/V Client Care Specialist

S&L Integrated•Macon, GA

2d•Hybrid

About The Position

Do you enjoy working hands-on with technology while delivering excellent client service? We are hiring an Audio/Visual Client Care Specialist based in the Macon, Warner Robins, or south Atlanta Georgia area. This position provides service, repair and general support for Audio/Visual/Lighting/Controls (A/V/L/C) integrated systems in offices, houses of worship, governmental buildings and other businesses within their assigned area. What Does A Typical Day Look Like? You will Troubleshoots and solves client service requests for AV equipment either remotely or onsite. This includes: Interacting with clients to clearly define, diagnose and fix system problems/issues. If unable to resolve, will escalates the issue to the appropriate person and continually follows up until there is a final resolution Initiates and follows through on any equipment that needs to be replaced under warranty, etc. Gathers and organizes equipment, parts and tools needed for each service call. Keeps inventory of needed equipment & parts and submits timely requests when inventory is low Arrives at client site at agreed upon time or immediately communicates any delays Provide timely updates to the Client Care & Service Coordinator Accurately and timely documents all work time in Q360 which includes time spent on service calls and/or other client interactions. Help clean and straighten up the shop and company vehicles (if working onsite) Other duties of a similar nature and level may also be assigned. What Skills or Experience Do You Need For This Position? To be considered for this position, you must have: 1+ years' experience installing, integrating, setting up and performing basic programming for commercial Pro-AV systems. Experience must include strong troubleshooting and problem-solving skills of all A/V/L/C systems (i.e. video conferencing systems, commercial displays, video walls & projectors) down to component level. Experience troubleshooting Q-SYS, Creston, Extron, etc. systems are highly desired. Possess a general understanding of control, audio and video signal systems. This includes basic low voltage electrical knowledge. AVIXA CTS certification is preferred or ability to obtain within first 6 months of employment. Possesses excellent customer service skills, including listening, understanding and addressing client issues in a professional manner. Has the proven ability to work productively from a home-based environment, maintaining consistent availability, organization, and communication while meeting performance expectations. Possess a valid drivers’ license with an insurable driving record. The ability to work from elevated heights and lift heavy equipment. Proficient in the ability to read and decipher blueprints and schematics. Ability to use basic hand and power tools. Due to client company needs, work hours are typically Monday – Friday, 8am – 5pm. Working outside these hours is sometimes necessary to resolve a client’s last minute emergency equipment problems/issues. What Is The Work Environment Like? A person in this position is regularly required to stand, walk, bend, stoop, use hands and fingers, reach and push with hands and arms. The employee is frequently required to sit, climb and balance. Work requires ability to perform job duties on scaffolding, ladders and at various heights as well as extensive overhead motion. Work requires periodic lifting/moving of equipment weight up to 50 pounds. May be exposed to non-climate-controlled work environments. This is a work-from-home (WFH) position but will require frequent travel to clients in the middle Georgia area and other areas as needed. The person in this position is given a company van that is stored at their place of residence. The best way to describe the team is that we have an "entrepreneurial" spirit. We love challenges, embrace change, are self-motivated and will quickly pivot to help where needed. Additional Information: We offer a competitive salary and a comprehensive benefits package including medical, dental, vision, and life insurance, along with a 401k with company match. All applicants must consent to a background check and a drug screen to continue in the selection process. All employment offers are contingent on meeting our background check standards and successful passing of required drug test. If hired, you will be required to provide documentation indicating your legal right to work in the U.S. We are an Equal Opportunity Employer

Requirements

1+ years' experience installing, integrating, setting up and performing basic programming for commercial Pro-AV systems. Experience must include strong troubleshooting and problem-solving skills of all A/V/L/C systems (i.e. video conferencing systems, commercial displays, video walls & projectors) down to component level. Experience troubleshooting Q-SYS, Creston, Extron, etc. systems are highly desired.
Possess a general understanding of control, audio and video signal systems. This includes basic low voltage electrical knowledge.
Possesses excellent customer service skills, including listening, understanding and addressing client issues in a professional manner.
Has the proven ability to work productively from a home-based environment, maintaining consistent availability, organization, and communication while meeting performance expectations.
Possess a valid drivers’ license with an insurable driving record.
The ability to work from elevated heights and lift heavy equipment.
Proficient in the ability to read and decipher blueprints and schematics.
Ability to use basic hand and power tools.

Nice To Haves

AVIXA CTS certification is preferred or ability to obtain within first 6 months of employment.

Responsibilities

Troubleshoots and solves client service requests for AV equipment either remotely or onsite.
Interacting with clients to clearly define, diagnose and fix system problems/issues. If unable to resolve, will escalates the issue to the appropriate person and continually follows up until there is a final resolution
Initiates and follows through on any equipment that needs to be replaced under warranty, etc.
Gathers and organizes equipment, parts and tools needed for each service call.
Keeps inventory of needed equipment & parts and submits timely requests when inventory is low
Arrives at client site at agreed upon time or immediately communicates any delays
Provide timely updates to the Client Care & Service Coordinator
Accurately and timely documents all work time in Q360 which includes time spent on service calls and/or other client interactions.
Help clean and straighten up the shop and company vehicles (if working onsite)
Other duties of a similar nature and level may also be assigned.