Audio Visual Service Technician/Engineer

Presentation Products, Inc. is a New York City-based AV Design & Integration company looking for an AV Service Technician/Engineer in the New York City Metropolitan Area to support our corporate & higher education customers (conference rooms, boardrooms, digital signage, LED walls, townhall spaces, etc.). The AV Service Technician/Engineer is responsible for end-to-end troubleshooting, assessment and resolution of issues related to a customer’s Audio/Visual system(s). They will also provide Preventative Maintenance, Room Sweeps, Meeting & Event Support, and Client Training. They will adapt as needed to a variety of roles including Managed Services (dedicated client support) and Dispatched Services. They are a customer-facing representative and possess excellent customer service skills, a strong technical aptitude, and an ability to diagnose & solve complex problems. They should be familiar with PPI’s Service Offerings and call attention to new business opportunities.

Responsibilities and Duties:

• Provide white-glove AV service and support to customers across a variety of industries
  
• End-to-end troubleshooting and resolution of complex technical issues related to a client�s integrated AV systems (diagnostics, DSPs, control processors, touch-displays, display & audio connectivity issues, meeting quality issues, networks, cabling, break/fix, AV rack, etc.)
  
• Provide �Managed AV Servicesâ€, when required. This might involve fulltime onsite support at a dedicated client (2- 5 days a week), with dispatched service calls for different customers on other days.
  
• Assistance, coordination, and support of customer meetings/events/townhalls that involve the occasional use of mixing boards, scripted content/presentations, speakers, discussion panels and audience participation (See Qualifications & Skills below).
  
• Decommission, pack, store, and recommission systems, as needed. Initiate RMAs for defective equipment and replacement products.
  
• Mentor & assist other service team members, strive for continuous improvement of the team.
  
• Engage and collaborate with internal PPI engineers, programmers, project managers and Sales team to resolve complex technical issues that may require new design or retrofit.
  
• Perform Preventative Maintenance on AV systems per industry and manufacturer best practices.
  
• May occasionally need to perform room checks for assigned client(s), both remotely and/or onsite.
  
• Initiate and follow up on RMAs for defective equipment and replacement products.
  
• Attend & participate in daily PPI Service Team meetings.
  
• Ensure Service Call status is kept current and customer-facing. Provide organized and continuous client training to help drive the client�s adoption of AV technology.
  
• Maintain customer manuals, drawings & as-built schematics when design has changed as a result if service & support.
  
• Transition & grow between roles as the needs of the department change. Understand PPI�s Service business model and recognize opportunities to drive revenue growth.
  

Qualifications and Skills:

5+ years of relevant experience. Excellent communication skills, both verbal and written. Proven expertise in design, integration, and programming of AV systems. Proven experience in troubleshooting complex AV systems. Experience in the setup and operation of Live events, including but not limited to: a) In room and conferencing sound reinforcement via mixing board or control system; b) Scripted video switching and management of content and presentation media; c) Onsite coordination with event stakeholders for management of run of show and event success; d) Punctual attendance and a preemptive, engaged attitude when supporting clients and their events. Willingness to “roll the sleeves up†as needed to get the job done. Advanced-level certifications in Crestron, Extron, Biamp, Q-SYS and IP Networks. Network experience (Network+ and/or CCNA preferred). CTS certification. Advanced-level understanding of signal flow and control systems. Experience with AV-related programming languages & methodologies. Strong desire to continuously develop and improve technical skills, and to teach others. Ability to articulate technical ideas and issues to a non-technical audience. Creative thinker. Project management experience is a plus. Experience with cloud-based service providers and virtual meetings (i.e., Zoom, Microsoft Teams, etc.). Willingness to occasionally work outside of traditional business hours and respond to urgent situations when they occur. Willingness to travel (up to 20%). Literacy in Windows and Mac operating systems. Ability to read & update technical drawings/schematics. Ability to work independently. Ability to stay calm under pressure yet act with a sense of urgency. Must possess strong organizational, efficiency and detail-oriented skill sets. Professional presentation and demeanor. Presentation Products, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice

Job Type: Full-time

Pay: $37.50 - $45.00 per hour

Work Location: In person