AV Service Delivery Specialist

New Era Technology is a leading audio visual and videoconferencing organization committed to creating a workplace where everyone feels valued. They are seeking an AV Service Delivery Specialist to act as the primary client contact for service issues, perform technical support, and coordinate service visits with technicians.

Responsibilities

• Act as primary client contact for all service issues
• Act as primary vendor contact for all warranty issues and claims
• Perform technical support and troubleshooting of audiovisual and videoconferencing systems over the phone and escalate issues when necessary
• Utilize ticketing system to create tickets and track issues that arise; coordinate with other team to redirect tickets
• Work with internal technicians and external vendors to remotely test the videoconferencing and audiovisual equipment from various global locations
• Coordinate workflow and dispatch service technicians as needed
• Learn all necessary software: ConnectWise, Word, Outlook, and Excel
• Secure purchase orders for all services rendered
• Facilitate purchasing of parts required for repairs
• Ensure proper timely completion of all service orders
• Create Sales Orders for all services in a timely fashion
• Availability via mobile phone for emergency service calls
• Develop a network of qualified "outside" repair resources
• Develop detailed written files for all manufacturers
• Ensure maximization of billing for all warranty services
• Ensure receipt of warranty payments
• Facilitate all RMAs
• Maintain a log of all service contracts and schedule required service checks
• Facilitate keeping a library of updated service manuals and bulletins
• Become proficient in software needed to perform your duties proficiently
• Locate and provide sales leads through service contacts
• Assist in inventory control
• Provide excellent customer service
• Maintain a professional attitude
• Follow management guidelines regarding proper preparation of, and timely submission of, all paperwork and administrative requirements
• Safe use of all equipment
• Some lifting may be required
• Have valid driver's license
• Other duties as deemed necessary by contract or management

Skills

• Excellent communication skills
• Minimum of 1 year of experience in the AV/VC industry
• Basic understanding of audiovisual systems
• Basic understanding of videoconferencing and various videoconferencing platforms
• Proficient with computers
• Strong written and verbal communication skills
• Strong work ethic and ability to work under pressure
• Exceptional interpersonal and customer service skills
• Ability to think strategically to resolve issues that arise
• Ability to work independently and in a team environment
• Ability to multitask and prioritize daily tasks
• Ability to use discretion and good judgment with regards to sensitive or confidential information
• Valid driver's license
• Willingness to learn new skills and keep current with rapidly changing technology
• Flexibility to adjust shift as needed for extenuating circumstances
• Ability to travel to client sites
• Lift and carry up to 25 pounds

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO
• Hybrid position and will be working from the New Era Technology office located in West Chester, PA 2 days a week

Company Overview

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