AV Field Service Engineer
Primarily you will be responsible for the successful service and support of high quality, well-engineered audio visual and video conference solutions for our existing and new client base.
We undertake a large quantity of AV integrations within the commercial office space. Projects range from £5000 to £1.5million and are undertaken for existing clients, new clients introduced by the office fit out industry (D&B) and new clients gained via a successful tender bid (Traditional). The systems we design and deploy range from simple Teams Rooms to complex event spaces and auditoria, with every variable in between.
Each AV system is provided with an element of included post-install service, and many of our clients engage us in service contracts that include guaranteed response times for remote and on-site support. The service side of our business is expanding, and the effective delivery of high quality reactive and proactive service is key to maintain this growth, as well as fostering on-going client relationships and future installation project wins.
This role is fast paced and comes with new challenges daily, but equally our field service engineers ‘save the day’ for our clients time and time again. If you like to troubleshoot and enjoy technical problem solving, being on the move and adapting to new environments and products, and can keep your cool through ever evolving situations, then this might be the opportunity for you.
Key Areas of Responsibility
Typically the duties of the AV Field Service Engineer will include:
Providing technical AV support directly to clients on-site, across London, and occasional travelling within the UK and Europe, as well as via email / phone / VC call / remote access sessions.
Collaborating with colleagues in the service team to resolve a range of technical issues, contributing your relevant knowledge and experience.
Uploading of firmware and appropriate changes to configuration files for AV or VC hardware e.g. Logitech, Shure, Poly, QSC.
Diagnosing faults with equipment and systems, and collaborating with colleagues to resolve matters that need follow-up work such as spare parts, warranty returns, product replacement.
Updating of system commissioning documentation such as AV/IT schedules, and accurate note recording of work carried out on site and via remote work.
Working with the service administrator to facilitate site visits and remote support within the terms of our client’s service level agreements (i.e. the contractually agreed remote and site response times).
Undertaking scheduled preventative maintenance service visits to client sites and documenting findings.
Providing some informal and ad hoc end user training / user education to ensure the systems are used correctly.
Assisting the service team to devise and implement new processes to ensure our support services are highly effective, well documented and efficiently deployed.
Accurate liaison with other departments to ensure client accounts are maximised to full potential e.g. scoping additional AV/VC works, improved service contracts etc. This includes gathering and passing on relevant information to sales and service contract sales.
To assist in scoping small works for existing clients, such as specifying equipment needed for small AV systems upgrades, or undertaking technical site surveys and reporting back as required.
Working with the wider team
Collaborating with colleagues across the business, providing advice, information and assistance on a range of AV matters, and following best practises as advised.
We use Microsoft products such as Dynamics and Teams to run our operations and projects. It is a key requirement for the AV Field Service Engineer to work diligently in these environments as it is the way many of our tasks are requested, scheduled and delivered.
Liaising with the commissioning team for handovers, resolution of snags, and post-install support. This is a key responsibility as we believe in close tie ups between service and commissioning teams.
To contribute to the development and training of junior AV service engineers.
Provision of technical knowledge/prowess to the pre-sales and design teams regarding products and AV systems.
Liaising with our delivery and logistics teams to ensure timely availability of equipment for service elements and processing of additional/replacement parts, returns and RMA’s.
Working collectively with the administration/HR team in respect of welfare, appraisal and team building.
Attributes
In addition to the practical responsibilities above the AV Field Service Engineer, as an important member of our service team, will commit to the following:
To be an enthusiastic team player capable of meeting deadlines and going the extra mile to ensure timely task completions.
To ensure that health & safety policies are always complied with.
To act in a professional and courteous manner to customers, suppliers, and colleagues.
To ensure that personal appearance and any allocated staff appearance is maintained to a professional level and that the company uniform and vehicles are respected and adhered to.
To ensure that timekeeping in relation to site arrival and departure is maintained to an acceptable level.
Package
The following will be included within the overall package
Basic salary – subject to experience of candidate
Company car scheme (car allowance)
IT equipment and tooling
Overtime scheme
Pension scheme
5 weeks holiday inc. Xmas allocation – subject to management decision
Modern working environment
Free refreshment and snacks provided
Primarily you will be responsible for the successful service and support of high quality, well-engineered audio visual and video conference solutions for our existing and new client base.
We undertake a large quantity of AV integrations within the commercial office space. Projects range from £5000 to £1.5million and are undertaken for existing clients, new clients introduced by the office fit out industry (D&B) and new clients gained via a successful tender bid (Traditional). The systems we design and deploy range from simple Teams Rooms to complex event spaces and auditoria, with every variable in between.
Each AV system is provided with an element of included post-install service, and many of our clients engage us in service contracts that include guaranteed response times for remote and on-site support. The service side of our business is expanding, and the effective delivery of high quality reactive and proactive service is key to maintain this growth, as well as fostering on-going client relationships and future installation project wins.
This role is fast paced and comes with new challenges daily, but equally our field service engineers ‘save the day’ for our clients time and time again. If you like to troubleshoot and enjoy technical problem solving, being on the move and adapting to new environments and products, and can keep your cool through ever evolving situations, then this might be the opportunity for you.
Key Areas of Responsibility
Typically the duties of the AV Field Service Engineer will include:
Providing technical AV support directly to clients on-site, across London, and occasional travelling within the UK and Europe, as well as via email / phone / VC call / remote access sessions.
Collaborating with colleagues in the service team to resolve a range of technical issues, contributing your relevant knowledge and experience.
Uploading of firmware and appropriate changes to configuration files for AV or VC hardware e.g. Logitech, Shure, Poly, QSC.
Diagnosing faults with equipment and systems, and collaborating with colleagues to resolve matters that need follow-up work such as spare parts, warranty returns, product replacement.
Updating of system commissioning documentation such as AV/IT schedules, and accurate note recording of work carried out on site and via remote work.
Working with the service administrator to facilitate site visits and remote support within the terms of our client’s service level agreements (i.e. the contractually agreed remote and site response times).
Undertaking scheduled preventative maintenance service visits to client sites and documenting findings.
Providing some informal and ad hoc end user training / user education to ensure the systems are used correctly.
Assisting the service team to devise and implement new processes to ensure our support services are highly effective, well documented and efficiently deployed.
Accurate liaison with other departments to ensure client accounts are maximised to full potential e.g. scoping additional AV/VC works, improved service contracts etc. This includes gathering and passing on relevant information to sales and service contract sales.
To assist in scoping small works for existing clients, such as specifying equipment needed for small AV systems upgrades, or undertaking technical site surveys and reporting back as required.
Working with the wider team
Collaborating with colleagues across the business, providing advice, information and assistance on a range of AV matters, and following best practises as advised.
We use Microsoft products such as Dynamics and Teams to run our operations and projects. It is a key requirement for the AV Field Service Engineer to work diligently in these environments as it is the way many of our tasks are requested, scheduled and delivered.
Liaising with the commissioning team for handovers, resolution of snags, and post-install support. This is a key responsibility as we believe in close tie ups between service and commissioning teams.
To contribute to the development and training of junior AV service engineers.
Provision of technical knowledge/prowess to the pre-sales and design teams regarding products and AV systems.
Liaising with our delivery and logistics teams to ensure timely availability of equipment for service elements and processing of additional/replacement parts, returns and RMA’s.
Working collectively with the administration/HR team in respect of welfare, appraisal and team building.
Attributes
In addition to the practical responsibilities above the AV Field Service Engineer, as an important member of our service team, will commit to the following:
To be an enthusiastic team player capable of meeting deadlines and going the extra mile to ensure timely task completions.
To ensure that health & safety policies are always complied with.
To act in a professional and courteous manner to customers, suppliers, and colleagues.
To ensure that personal appearance and any allocated staff appearance is maintained to a professional level and that the company uniform and vehicles are respected and adhered to.
To ensure that timekeeping in relation to site arrival and departure is maintained to an acceptable level.
Package
The following will be included within the overall package
Basic salary – subject to experience of candidate
Company car scheme (car allowance)
IT equipment and tooling
Overtime scheme
Pension scheme
5 weeks holiday inc. Xmas allocation – subject to management decision
Modern working environment
Free refreshment and snacks provided