AV Service Delivery Specialist

New Era Technology•West Chester, PA

1d•Hybrid

About The Position

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together AV Service Delivery Specialist position with New Era Technology offers you the following: Full Benefits Medical Dental Vision 401K match 7 company holidays + generous PTO New Era Technology, one of the leading 24x7 audio visual/videoconferencing organizations is currently seeking applications for an AV Service Delivery Specialist. Responsibilities include audio visual and videoconferencing trouble shooting, scheduling service visits with clients and dispatching technicians, maintaining and updating trouble tickets, etc. Qualified candidates must have excellent communication skills and a minimum of 1 year of experience in the AV/VC industry. This is a hybrid position and will be working from the New Era Technology office located in West Chester, PA 2 days a week. The shift is Monday – Friday 8am – 5pm.

Requirements

Excellent communication skills
A 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

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.