On-Site, Senior Service Engineer in Philadelphia, PA

Cenero•Philadelphia, PA

2d•$95,250 - $110,500•Onsite

About The Position

The On-Site, Senior Service Engineer in Philadelphia is responsible for delivering on-site service, maintenance, troubleshooting, and technical support for audiovisual systems within a virtual environment. This state-of-the-art classroom technology offers a classroom experience that closely mirrors in-person interactions, enabling instructors to engage more directly with virtual students. Features like real-time facial expression tracking, interactive polls, content sharing, and easy collaboration help enhance participation and encourage deeper engagement. This On-Site Senior Service Engineer ensures optimal system performance, minimizes downtime, and provides a high-quality user experience for all AV-enabled events and operations.

Requirements

Bachelor's degree (B.S.) in Engineering and two plus years Customer Service experience; or five plus years AV-related Service experience; or equivalent combination of education and experience.
Detailed working knowledge of audiovisual systems including control systems, touch screens, switchers, projectors, Blu-ray players, displays, microphones, speakers, and amps.
Ability to terminate typical audiovisual-related cabling including CAT, BNC, and XLR.
Detailed working knowledge of A/V conferencing systems (Polycom, Biamp, QSC preferred).
Working knowledge of AV control systems (Crestron & AMX preferred).
Detailed working knowledge of video & acoustic technical principles and basic electrical wiring.
Requires detailed working knowledge of audiovisual test and repair equipment.
General Knowledge of ISDN T1/E1, Ethernet and H.320, H.323, and SIP protocols.
General knowledge of TCP/IP networking, switches, routers, and firewalls.
Detailed working knowledge of computers (Windows-based) and office software.
Resourceful and technically curious
Excellent verbal and written communication skills
High Emotional Intelligence
Ability to confidently function in occasional high-stress situations
Strong desire to help clients succeed
Must have the ability to read, analyze, and interpret complex documents including product specifications, wiring diagrams, and architectural drawings
Ability to respond effectively to sensitive customer inquiries or complaints; Ability to clearly and unambiguously communicate verbally or in writing
The ability to comprehend and apply principles of modern algebra and acoustical equations is assumed.
In addition to excellent communication skills, have the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems

Nice To Haves

Audiovisual installation experience is desired.
CTS-X, General Certification, preferred
Crestron DMC-E-4K
Audio DSP Certifications, Biamp, Q-SYS, etc.
Other applicable industry certifications and training as required

Responsibilities

Provide on-site support for audiovisual, videoconferencing, and IT systems
Diagnose, adjust, and repair audiovisual, videoconferencing, and IT-related systems
Configure and deploy equipment for various applications as necessary
Provide end-user support including concierge system assistance and meeting support. Develop a professional environment that includes rapidly building technical credibility with the Client while providing exemplary Customer Service that Cenero is known in the industry for
Provide site-wide reactive support of all audiovisual technology including Zoom Room, Zoom Dashboard, Zoom Applications
Communicate with various manufacturers to secure RMA’s for units needing factory service. Pack and ship units to the factory and install temporary replacement units while the originals are being serviced. Communicate complex technical concepts clearly and concisely to peers, clients, and management.
Document and coordinate with Cenero service center when required, and maintain AV technology through systematic check- precheck and post check
Design and develop a semi-custom, single-panel user interface for instructor control
Integrate Zoom functionality into simplified, workflow-based controls
Preserve key features from the WeConnect solution, as identified by the room’s stakeholders
Establish communication between the UI layer, AV control system, and Zoom platform
Support rudimentary Agile planning and execution, including sprint definition and task prioritization (assuming two-week sprints, which is standard for Cenero’s development team)
Assist in aligning system behavior across software, Zoom, and AV infrastructure. Support and supplement the technical lead’s direction as needed
Develop a professional environment that includes rapidly building technical credibility with the Client while providing exemplary Customer Service
Professionally represent Cenero with Senior-level Clients showing empathy, patience, and competence
Clearly and concisely communicate complex technical concepts to peers, clients, and management
Maintain new technology awareness through continuing education, training, seminars, and reading
Coordinate all aspects of new designated projects at Customers facility including:
Assist with communications between Cenero and the customer
Coordinate new project scheduling between Client and Cenero Operations Manager. Attend applicable new project meetings representing Cenero
Function as Cenero’s final “quality control” inspector to ensure all project work meets or exceeds the design specification
Complete service call activities accurately and in a timely fashion
Keep and enter accurate time sheet information. Represent Cenero professionally at all times to the client and contractors
Assist Cenero Operational teams with installations and troubleshooting, as required
Maintain accurate Customer Service Ticket information in Cenero’s CRM and keep digital records up to date (i.e. service tracking)
Help coordinate new project scheduling between Client and Cenero Operations Manager
Other duties as assigned when deemed appropriate

Benefits

Industry-leading healthcare coverage begins on your first day of employment. Includes medical, dental, vision, and prescription
Savings and 401K Investments with company match
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Dependent Care Spending Account (DCA)
100% Company paid Life insurance
100% Company paid Short Term Disability
Optional Long Term Disability
Paid Time Off awarded at hire
On-site gym, weight room, locker room
Giving Programs
Employee Tuition Reimbursement
Opportunities to network and connect
Lucrative Employee Referral program
Delicious Free coffee