Lead Audio Visual Service Technician

CONTINUA INTERIORS OF MINNESOTA•Plymouth, MN

6d•$41 - $45

About The Position

Continua Interiors is seeking a Lead Audio Visual Service Technician to serve as the senior technical escalation point for complex, recurring, or high-impact commercial AV service issues. The role provides advanced remote and onsite troubleshooting across audio, video, control, unified communications, DSP, AV-over-IP, and network-connected AV systems, and owns assigned escalated tickets through diagnosis, resolution, system verification, documentation, and customer closeout. The technician provides technical leadership, mentorship, and guidance to Service Technicians; establishes service standards and verification procedures; supports commissioning and functional verification; and helps improve service quality through root-cause analysis and continuous improvement. The role also communicates technical findings and next steps to customers and service leadership, supports SLA commitments, and maintains audiovisual systems in Continua’s MN, IL, MO, and WI Experience Centers. Occasional regional travel to customer sites and occasional weekend work may be needed. This is a full-time, hourly position with a hiring compensation range of $40.50–$45.25 per hour. The standard schedule is Monday through Friday. The position involves regular sitting, reaching, and communicating; occasional standing, walking, stooping, kneeling, and ladder climbing; and occasional lifting or moving of up to 50 pounds. Travel between offices, jobsites, and client locations may involve extended sitting or standing and adapting to different work environments.

Requirements

At least 5 years of commercial audiovisual installation, field engineering, commissioning, or service experience.
Expert knowledge of Crestron, Q-SYS, Shure, Biamp, Extron, Logitech, Microsoft Teams Rooms, Zoom Rooms, Yealink, Neat, Cisco, and Poly systems.
Expert knowledge of commercial AV systems and expert-level understanding of audio and video signal flow.
Advanced troubleshooting abilities across integrated commercial AV systems.
Ability to interpret schematics, signal-flow diagrams, network diagrams, as-built drawings, and manufacturer documentation.
Expert-level customer service and interpersonal skills.
Excellent verbal and written communication skills.
Demonstrated ability to lead technical troubleshooting and mentor developing technicians.
Knowledge of and ability to safely use power tools and hand tools.
Organization, attention to detail, and ability to multitask.
Demonstrated ability to work without direct supervision.
Experience with audiovisual presentation equipment.
CTS certification required.
Experience with ConnectWise or a comparable PSA/service-ticketing platform.
Ability to travel to customer sites for occasional regional travel as needed.
Ability to meet the listed physical requirements, including occasional ladder climbing and lifting or moving up to 50 pounds.
Must be legally authorized to work in the United States; visa sponsorship is not available.
Must pass a drug test before beginning employment.

Nice To Haves

CTS-I certification preferred.
Q-SYS Level 2 certification preferred but not required.
Dante Level 2 certification preferred but not required.
Experience with remote monitoring, configuration backup, service analytics, or managed-service platforms.

Responsibilities

Serve as the senior technical escalation point for complex, recurring, or high-impact commercial AV service issues.
Provide advanced remote and onsite troubleshooting across audio, video, control, unified communications, DSP, AV-over-IP, and network-connected AV systems.
Triage issues and determine whether they can be resolved remotely or require onsite service.
Provide technical recommendations to the Service Coordinator and Service Manager regarding skill level, parts, manufacturer support, subcontractors, and escalation paths.
Own escalated service tickets through diagnosis, resolution, system verification, documentation, and customer closeout.
Guide Service Technicians through field work, complex troubleshooting, technical decisions, and manufacturer escalations.
Diagnose DSP, control, UC, networking, signal-flow, firmware, and configuration issues in integrated commercial AV environments.
Perform or verify post-service system health checks, as applicable, covering audio, video, control, cameras, microphones, network connectivity, firmware, and user functionality.
Lead root-cause analysis of repeat issues and recommend corrective actions, training, documentation updates, or system changes.
Establish and maintain troubleshooting standards, service checklists, verification procedures, and technical documentation expectations.
Review complex or escalated tickets for complete problem statements, diagnostic steps, labor, parts, configuration changes, resolution notes, photographs, and follow-up requirements.
Maintain or verify technical records, including as-built redlines, configuration backups, firmware records, network changes, serial numbers, warranties, and system documentation.
Mentor, coach, and provide hands-on training to Service Technicians; identify skill gaps and recommend training, certifications, tools, or development activities.
Support commissioning and functional verification of standard conference room and collaboration environments after repairs or system changes.
Communicate technical findings, resolution status, risks, and next steps to customers, the Service Coordinator, and service leadership; provide customer guidance and basic system retraining when needed.
Support the Service Manager in meeting SLA commitments by identifying technical risks, recurring problems, and issues requiring elevated attention.
Support and maintain audiovisual systems in the MN, IL, MO, and WI Experience Centers.
Stay current with commercial AV platforms, unified communications technologies, AV networking, manufacturer software and firmware, and industry practices.
Identify service-process gaps, recurring installation issues, documentation deficiencies, and opportunities to improve service quality.
Follow company safety requirements and safely operate diagnostic equipment, hand tools, power tools, ladders, and other equipment required for service work.

Benefits

Medical, dental, and vision insurance.
Company-paid short-term and long-term disability insurance.
Critical illness and accident insurance.
HSA, DCA, and FSA options.
Paid time off and holidays.
Paid parental leave in Minnesota.
401(k) match: 50% of every 1% contributed, up to 4%.
State-of-the-art facility with technology and multiple workspaces.
EOS methodology tools to support individual and team goals, growth, and improvement.
Quarterly all-company meetings.
Community service opportunities.
Company social hours.
Opportunity to use talents and strengths to make a positive impact.