AV Service Delivery Specialist

New Era Technology•West Chester, PA

2d•$20 - $25•Hybrid

About The Position

New Era Technology is seeking an AV Service Delivery Specialist to join their audio visual/videoconferencing organization. This role involves troubleshooting AV and videoconferencing systems, scheduling service visits, dispatching technicians, and managing trouble tickets. The company emphasizes a people-first culture, prioritizing personal and professional development, continuous training, and collaboration. New Era Technology aims to securely connect people, places, and information with end-to-end technology solutions at scale.

Requirements

Excellent communication skills
Minimum of 1 year of experience in the AV/VC industry
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.
A minimum of one year of audiovisual experience with knowledge of audiovisual systems and videoconferencing is required.
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
Have valid driver’s license.

Nice To Haves

Experience with ConnectWise, Word, Outlook, and Excel.

Responsibilities

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.