Miami, FL Job Description
Responds to all service needs, small upgrade opportunities and remote monitoring alerts. Work with the Service and Resource Manager to develop a good relationship with Premiere clients, showing that Premiere cares about its customers and their systems. Works directly with the Service and Resource Manager to ensure that the service department runs smoothly with regards to prioritizing, scheduling, time management and parts procurement. Troubleshoots common problems and makes programming changes. Interfaces with the customer, explains the problem and describes what needs repair and/or what replacement equipment is needed to get the system working again. When upgrading devices is indicated work with the Service and Resource Manager and Design Department to determine the best solution. Using the remote monitoring systems, works with the Service and Resource Manager and Install Coordinator to monitor the health of our customer’s system.
GENERAL DUTIES AND RESPONSIBILITIES:
Check monitoring system every morning for down devices
Use remote monitoring tools to perform remote troubleshooting and support
When required, make phone calls to customers to provide remote support or collect information
Troubleshoot the problem at hand and determine the best solution for resolving the issue
Make programming changes when necessary
Call manufacturer/vendor tech support, communicate issues with equipment and come to a resolution
When necessary, start the RMA process, inform the appropriate parties and follow up
If customer is present inform them of what was done to fix the issue or what the next steps are. If customer is not present, inform the Service and Resource Manager.
Create detailed notes describing what was done for each service call
Work with Service and Resource Manager, Install Coordinator, Inventory, Purchasing and Design to assure the correct parts are ready for service calls
Become knowledgeable in the proper setup, operation and troubleshooting of all current audio/visual equipment, IT networks and home technology systems
Job Type: Full-time How to Apply
Email resume to Robert Anderson: email@example.com.