AV Service Support Specialist Site Lead

Diversified•Milwaukee, WI

6d•Onsite

About The Position

This person will be the day-to-day On-site Service Supervisor for the AV team. This person will be the escalation point at Client for day-to-day operations, escalation of issues, and schedule management of the employees on-site. The On-site Service Supervisor will participate in the monthly review meeting, the weekly operational meetings, and any on-demand meeting requested by Client Staffing. The On-site Service Supervisor will also have periodic review meetings with the team to ensure the SLAs are accomplished. This position will also be tasked with helping AV with preventative maintenance, break-fix and meeting support.

Requirements

high school diploma or equivalent
3 to 5 years of experience in enterprise level AV support
Competencies in Crestron and QSC control systems
Competencies in Zoom and MS Teams technology

Nice To Haves

AVIXA CTS-I certification
AVIXA CTS certifications (as an effort of working towards an AVIXA CTS-I certification)
Manufacturers certifications (QSC, Barco, Cisco, Crestron, Logitech, etc.)
installation and field engineering experience
Experience with audiovisual systems, ranging from conference room technology to control center environments
Experience (hands-on or prior exposure is a plus) with the following brands and technologies: Logitech Shure QSC Ross Tripleplay Dante Audio TV One EDC Speakers Matrox

Responsibilities

Knowledge of and adherence to SLA to keep service levels in line with the agreement
Organizes and maintains regular Service Level reviews with the Client’s service manager: Review of outstanding actions from previous Reviews; Current performance; Review of Service Levels and targets (where necessary); Take Appropriate actions required to maintain or improve Service Levels
Ensures that risks are identified, and mitigation plans are put in place.
Acts as the coordination point for any temporary changes to Service Levels required
Ensures that changes are assessed for their impact on service levels.
Responsible for delegation of the Meeting Services roles and responsibilities.
Delegation and scheduling of daily, weekly, and monthly tasks, and projects.
Works with ADOPT Service Delivery Manager to ensure that staffing, technology and skill levels are adequate to achieve contract objectives.
Delivery of monthly analytics to ADOPT Manager and Client Diagnostics. This includes AV Projects and Video Productions
Fosters a healthy working relationship between Client and Diversified On-Site team.
Responsible for assisting the local SDM with On-Site Team’s yearly performance evaluation
Keep metrics for all functions that the team performs
Documentation of all processes that pertain to the execution of AV Projects and Video Production Projects
The ability to manage an event the team is running and step in to help at any position if needed.
This position should be able to perform all basic functions of roles beneath it.