Service Engineer

Description

As a Service Engineer, you will play a key role in enhancing the customer experience by serving as a frontline representative of the company and helping clients utilize FTR products and solutions within their court environments.

Responsibilities

• Diagnose and resolve technical hardware and software issues involving FTR solutions.
• Conduct proactive support and maintenance of installed audiovisual equipment, video conferencing systems, and FTR software solutions at designated customer sites.
• Perform advanced troubleshooting and repair of equipment, including audio recording systems, microphones, DSPs, associated cabling, and other multimedia equipment.
• Troubleshoot and support legacy equipment in customer environments where required.
• Configure and deploy portable AV and recording solutions as required.
• Maintain accurate and timely reporting and record-keeping using company-designated case management systems.
• Maintain the asset register for AV-related equipment across client installations and manage portable recording and conferencing equipment.
• Demonstrate excellent customer service and troubleshooting skills while resolving escalated support requests in accordance with Service Level Agreements (SLAs) for internal and external customers.
• Provide regular progress updates for current and outstanding incidents or project tasks.
• Develop and refine hardware and troubleshooting documentation for knowledge base articles.
• Prioritize and manage multiple support requests, incidents, and project tasks while meeting established Service Level Agreements.
• Contribute to additional operational, technical, and customer support activities as required to meet business objectives, consistent with the scope and level of the position.

Qualifications

• Minimum of 3 years of experience with hardware, audiovisual and/or digital audio systems.
• Formal training with installed AV systems, with an understanding of troubleshooting and addressing issues related to AV over IP.
• Understanding of AV concepts, troubleshooting procedures, signal flow, and how to isolate issues in an integrated system.
• Ability to read and understand schematic drawings to guide troubleshooting procedures.
• Experience installing hardware and cabling, including mounting displays and video conferencing systems, terminating cable, and diagnosing and repairing physical infrastructure issues. Soldering experience preferred. 
• Ability to demonstrate soft skills, including active listening, attentiveness, clear communication, confidence, good body language, patience, self-control, and the ability to empathize.
• Detail-oriented when documenting information accurately in case management systems and within internal documentation.
• Experience with Windows administration and troubleshooting. PowerShell experience preferred.
• Strong communication of technical concepts to non-technical stakeholders, and experience working with users of varying technical skill levels.
• Ability to prioritize work based on urgency and impact.
• Ability to consistently lift over 50 lbs and to bend and reach for tools and equipment. Onsite work may require navigating stairs, ladders, and confined spaces.
• Out-of-state travel may be required as needed up to 25% of the time.
• Occasional support may be required before or after normal court hours to respond to emergency issues. On call availability in these cases is required. Notice of after-hours work will be communicated as far in advance as possible.
• Must be able to pass a background check, possess reliable transportation, and hold a valid driver's license.