Service Escalation Engineer (On-Site, Malvern, PA)

Opportunity Summary

The Managed Service Escalation Engineer will be responsible for AV Service escalations. They will work with the current FSE/TSE team to ensure they have proper support in troubleshooting issues related to audio, video and presentation capabilities. They will also perform the duties assigned in the field when required and assist FSE/TSE AV escalation cases. The location is On-Site, in Malvern, PA. 

Duties assigned

•          Provide technical support of audiovisual, videoconferencing, and IT systems

•          Diagnose audiovisual, videoconferencing, and IT related system problems Proactively manage and resolve system auto-generated Service Tickets

•          Repair audiovisual, videoconferencing, and IT-related systems when possible including re- terminating various cables Provide remote end-user and concierge AV & IT system support

•          Configure and program equipment for various applications

•          Interface with manufacturers to identify and resolve issues

•          Make recommendations as to whether it is better to repair or replace a defective product

•          Effectively communicate and document activities such as keeping records up to date and entering accurate timesheet information

•          Deliver technical training and guidance to clients as well as Cenero personnel

•          Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and service

•         Professionally represent Cenero with Senior-level clients showing empathy, patience, and competence

•         Clearly communicate complex technical concepts to peers, clients, and management

•         Coordinate required activities with subcontractors, manufacturers, and Cenero personnel through the required management chain

•          Respond to notifications in a timely manner

•          Perform the duties of a Technical Service Engineer (TSE) when not dispatched in the field

o       Answer customer requests (phone, email, and video) and document this activity in Cenero's database

o       Produce accurate and timely service quotes using Cenero's tools and formulas

o       Keep digital records up to date (i.e. service tickets, documentation)

Service escalation and Support:

•          Provide AV Tier 3 support for TSE and FSE team

•          Remote assistance to engineers/technicians

•          Responsible for escalations for the service department

•          Research and understanding new platforms and technologies to better assist with support and servicing of these platforms

Training and Documentation

•         Provide training for the Service department for troubleshooting that would relate to systems supported by Cenero Work to document and populate Knowledge Base for Cenero Support and troubleshooting processes

•         Work with specific individuals from the Service team to develop as an A/V resource

Education/Experience

•          Bachelor'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.

•          Two years customer service experience

•          Two years of field service and/or AV system installation experience

•          5 -10 years of experience in commissioning AV, IT, and related systems

•         5-10 years of experience troubleshooting VOiP, IP Networks, VLAN, Video over IP, and Wireless Networks

•          Detailed working knowledge of AV and related systems

•         5 years of experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software-based solutions

Knowledge/Skills/Abilities

•          Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX).

•          Programming experience preferred.

•         Detailed working knowledge of video & acoustic technical principles and basic electrical wiring is required.

•          Ability to configure and tune audio systems, preferred

•          Extensive knowledge of ISDN Tl/El, Ethernet and H.320, H.323, and SIP protocols

•          General knowledge of TCP/IP networking, switches, routers, firewalls

•          Detailed working knowledge of computers {Windows-based) and office software.

Licensure & Certifications

•          Polycom HDX, Group, and Infrastructure certifications

•          Biamp Certification

•          Crestron DMC-E-4k

•          Microsoft MCP

•          Cisco CCNA Collaboration

Physical Demands

·         While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard; and talk or hear.     Required to stand, walk, and reach with hands and arms.    Must be able to lift and/or move objects up to 10 pounds.

Work Environment  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BENEFITS AND PERKS

• Industry-leading healthcare coverage begins on your first day of employment. Includes medical, dental, vision, and prescription
• Savings and 401K Investments with company match
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Dependent Care Spending Account (DCA)
• 100% Company paid Life insurance
• 100% Company paid Short-Term Disability
• Optional Long-Term Disability
• Paid Time Off awarded at hire
• On-site gym, weight room, locker room
• Giving Programs
• Employee Tuition Reimbursement
• Opportunities to network and connect
• Lucrative Employee Referral program
• Delicious Free coffee
• Warm Philly soft pretzels every Wednesday in Malvern

COMPANY INFORMATION

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!

Since 1999, Cenero has offered a range of Audio-Visual solutions that improve communication, drive productivity, and empower collaboration. Our suite of solutions includes systems design, fabrication, installation, and managed services, which fits in perfectly with Ricoh's portfolio of digital workplace solutions.  Our corporate revenue growth has averaged 30% year over year for the past 6 years. We are growing rapidly, and our recent acquisition by Ricoh in October 2022 has accelerated our growth.  We have a new headquarters building in Malvern, PA, plus 4 other U.S. offices. (New York, Baltimore/Washington DC, Charlotte, and Dallas)   

Our Constant Connect solution is a suite of managed services that assures technology readiness for all collaboration spaces.  The suite includes: 

• Proactive Managed Services identify and solve issues before meetings even start
• UC Proactive Managed Services monitors rooms and UC platforms like Teams and Zoom to keep spaces fully functional
• Reactive Managed Services provide immediate assistance for all tech issues
• An Analytics Dashboard provides detailed data for more informed business planning
• AV Staffing Services provide on-site support of complex AV technology

At Cenero, we have a vibrant corporate culture which focuses on work/life balance. Cenero has won numerous awards including Best Place to Work and Inc Magazine’s List of the 5000 Fastest Growing Companies (both awards 4 times). You can choose from a broad selection of medical, dental, vision, life insurance, and disability insurance options.  You can contribute to your financial security with a Retirement Savings Plan (401K) with a company match.  You can augment your education with tuition assistance programs. Enjoy paid vacation time and paid holidays annually.  All of your benefits begin on Day One of employment. 

Cenero 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. Direct candidates only.  HLH.  No employment agencies or third-party resumes will be accepted.