Service Escalation Engineer

<strong>Cenero employees are truly empowered to innovate at every level, in every function. We hire high-energy activators, that aren't afraid to leverage their passion and expertise. And we're agile, which means you can make a difference with your career, while learning, growing, and having fun!</strong>

Malvern, PA


<p><strong>Our employees are an integral part of what makes Cenero successful.</strong></p> <p><strong>We invest in our employees, providing opportunities for growth and development, and encourage teammates to innovate and leverage their passion and expertise to make a difference.</strong></p>

keywords: position summary,document,management,communication,support,degree,certification,knowledge,experience


Overview: The Service Escalation Engineer - Subcontractors will be responsible for AV Service escalations. He/She will work with the current FSE/TSE team to ensure they have proper support in troubleshooting issues related to audio, video and presentation capabilities. He/She will also perform the duties assigned in the field when required and assist FSE/TSE AV escalation cases.&nbsp;
Responsibilities: <ul> <li>Provide technical support of audiovisual, videoconferencing, and IT systems</li> <li>Diagnose audiovisual, videoconferencing, and IT related system problems Proactively manage and resolve system auto-generated Service Tickets</li> <li> <div>Repair audiovisual, videoconferencing, and IT-related systems when possible including re-terminating various cables Provide remote end-user and concierge AV &amp; IT system support</div> </li> <li> <div>Configure and program equipment for various applications</div> </li> <li> <div>Interface with manufacturer&rsquo;s to identify and resolve issues</div> </li> <li> <div>Make recommendations as to whether it is better to repair or replace a defective product</div> </li> <li> <div>Effectively communicate and document activities such as keeping records up to date and entering accurate timesheet information</div> </li> <li> <div>Deliver technical training and guidance to clients as well as Cenero personnel</div> </li> <li> <div>Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and service</div> </li> <li> <div>Professionally represent Cenero with Senior-level clients showing empathy, patience, and competence</div> </li> <li> <div>Clearly communicate complex technical concepts to peers, clients, and management</div> </li> <li> <div>Coordinate required activities with subcontractors, manufacturers, and Cenero personnel through the required management chain</div> </li> <li> <div>Respond to notifications in a timely manner</div> </li> <li> <div>Perform the duties of a Technical Service Engineer (TSE) when not dispatched in the field</div> <ul> <li> <div>Answer customer requests (phone, email, and video) and document this activity in Cenero&rsquo;s database</div> </li> <li> <div>Produce accurate and timely service quotes using Cenero&rsquo;s tools and formulas</div> </li> <li> <div>Keep digital records up to date (i.e. service tickets, documentation)</div> </li> </ul> </li> </ul> <div><strong>Service escalation and Support:</strong></div> <ul> <li>Provide AV Tier 3 support for TSE and FSE team</li> <li>Remote assistance to engineers/technicians</li> <li>Responsible for escalations for the service department</li> <li>Research and understanding new platforms and technologies to better assist with support and servicing of these platforms</li> </ul> <div><strong>Training and Documentation</strong></div> <ul> <li> <div>Provide training for the Service department for troubleshooting that would relate to systems supported by Cenero.</div> </li> <li> <div>Work to document and populate Knowledge Base for Cenero Support and troubleshooting processes</div> </li> <li> <div>Work with specific individuals from the Service team to develop as an A/V resource</div> </li> </ul> <div><strong>Key Internal Relationships</strong></div> <ul> <li>FSE/TSE Manager</li> <li>Fellow FSE/TSEs</li> <li>Other Service Escalation Team Members</li> </ul> <div><strong>Key External Relationships</strong></div> <ul> <li>Service Customers</li> <li>Sub-contractors</li> <li>Vendors/Providers</li> </ul>
Requirements: <div><strong>Education/Experience</strong></div> <ul> <li>Bachelor&rsquo;s degree (B. S.) from a four-year college or university in an appropriate engineering field; and/or five+ years related experience and/or training; or equivalent combination of education and experience.</li> <li>Two+ years customer service experience</li> <li>Two+ years of field service and/or AV system installation experience</li> <li>5 -10 years experience in commissioning AV, IT, and related systems</li> <li>5-10 years experience troubleshooting VOIP, IP Networks, VLAN, Video over IP, and Wireless Networks</li> <li>Detailed working knowledge of AV and related systems</li> <li>5+ years experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software-based solutions</li> </ul> <div><strong>Knowledge/Skills/Abilities</strong></div> <ul> <li>Working knowledge of AV control systems (particularly those manufactured by Crestron &amp; AMX). Programming experience preferred.</li> <li>Detailed working knowledge of video &amp; acoustic technical principles and basic electrical wiring is required.</li> <li>Ability to configure and tune audio systems, preferred</li> <li>Extensive knowledge of ISDN T1/E1, Ethernet and H.320, H.323, and SIP protocols</li> <li>General knowledge of TCP/IP networking, switches, routers, firewalls</li> <li>Detailed working knowledge of computers (Windows-based) and office software.</li> </ul> <div><strong>Licensure &amp; Certifications</strong></div> <ul> <li>Polycom HDX, Group, and Infrastructure certifications</li> <li>Biamp Certification</li> <li>Crestron DMC-E-4k</li> <li>Microsoft MCP</li> <li>Cisco CCNA Collaboration</li> </ul>