GMS-Senior Field Service Technician

Verrex Corporation•Mountainside, NJ

10h

About The Position

Be a valuable Verrex Team Member as a Field Service Technician, providing white glove service to high profile corporate clients. Must be able demonstrate technical expertise in solving client problems. Strong customer service and communication skills are a must as Verrex strives to continue to be a leader in the Audio-Visual Industry.

Requirements

Minimum 3 to 5 years industry experience.
Must have experience using Tesira and Q-sys software to troubleshoot and make adjustments. Knowledge of DSP audio principles for proper configuration (understanding gain structure, a must). Able to make minor design changes in Qsys or Biamp. Qsys Level 1 and/or Biamp Tesira Certified
Able to use Crestron Toolbox and Debugger to load code, firmware, and troubleshoot to determine if issue is settings, hardware, or determine if it is a likely code issue to refer to our programming team.
Understanding of IP network principles, Network Switches, AVoIP and Dante Audio.
Able to troubleshoot Poly and Cisco VTC hardware and PC based UC appliances for Zoom and Teams applications.
Understand principles of building and maintaining audiovisual systems, utilizing appropriate reference materials.
Understand how to use all tools as necessary to fabricate and field-engineer solutions.
Can load, test, troubleshoot, and commission control system programs
Can load, test, troubleshoot, and commission audio DSP systems, including fine tuning of gain structure and AEC

Responsibilities

Provide telephone and onsite service and preventive maintenance visits for all Verrex customers, including Verrex Service Agreement Customers and Time and Materials Customers as assigned by Service Management
Complete all service visits in accordance with instructions as indicated on work orders. Bring all questions regarding scope of work, or all customer requests for tasks outside the current scope of work, to Service Department Management
Work overtime as requested and as necessary to meet deadlines and customer demands
Complete and submit all necessary written and electronic documentation for all service visits, including work orders, equipment lists, preventive maintenance checklists, repair forms, and follow-up emails. Submit copies of relevant documentation to customer
Assist Service Team with documentation of open service items in system of record. Take ownership of all open items assigned to you for resolution by performing any necessary technical research and communicating progress to Service Team
Take ownership of expediting equipment repairs in the field, including contacting manufacturers and repair houses for case / RMA information, completely filling out all Verrex paperwork, and setting proper expectations with customers regarding equipment turnaround time
Perform mark-ups of onsite as-built drawings as equipment changes and modifications are made. Bring back markups to Verrex Operations Manager for processing, and return updated drawings to customers
Assist fellow technicians by providing installation / troubleshooting guidance
Position will occasionally require other work assignments such as installing new systems, pickup and deliveries as necessary.
Assist fellow technicians by providing installation / troubleshooting guidance
Provide mentoring / coaching for all field service technicians, inducing troubleshooting assistance, customer service skills coaching, and situational awareness training.
Take initiative and ownership of complex open service items, including small-scale project management and inter / intradepartmental interfacing as necessary to affect resolution of items
Take initiative to share relevant technical findings with Verrex Field regarding service issues, potential equipment failure trends, etc.
Clearly communicate arrival and departure time to both customers and Verrex Service Team. Follow-up proactively in the event of delayed arrivals
Promote Verrex 220 (Time and Materials) services for all out-of-scope work. Promptly bring potential sales leads to the attention of Sales and the Service Team immediately
Develop and maintain strong professional relationships with existing Service Agreement Customers
Notify Service Management of all customer feedback, and highlight potential service issues
If provided, operate Verrex-supplied vehicle for travel to and from Verrex offices, customer sites and training locations as required, in accordance with all applicable traffic laws.
Maintain vehicle in accordance with Verrex Fleet Guidelines. Promptly notify Fleet Management for all vehicle service needs or issues.
Maintain vehicle stock of all required tools and supplies. Promptly request equipment that needs to be ordered or restocked.
Maintain personal stock of Verrex and user-furnished tools and supplies.
Check Verrex Schedule Board nightly to receive the next day’s work assignments
Adhere to Verrex dress code whenever on a customer job site or in a Verrex office
Keep work areas safe, clean and organized
Submit timesheets daily
Maintain CTS Certification
Attend all Verrex-sponsored training days
Attend all offsite manufacturer and equipment-specific trainings as dictated
Maintain / expand industry knowledge through all Verrex-approved media as dictated by job and customer demands