Job Description

OPPORTUNITY SUMMARY

This Technical Service Engineer position, operating from Cenero’s Service Operations Center or other remote (USA) locations (i.e. working from home is possible), provides support of audiovisual (AV), IT and related systems for Cenero clients. Using Cenero’s advanced Managed Service offerings, TSE remotely diagnoses and repairs AV, IT, and related systems, manages & coordinates on-site service when required, and provides end-user support including occasional concierge system assistance. TSE is also responsible to update internal service tickets, review & manage existing and auto-created tickets, and professionally communicate service status, etc. to all interested parties including clients. This position may also function as a service escalation point and provide technical guidance to clients and coworkers. This position will also require you to go to client site for service visit or on-site staffing on a client site as needed based on departmental requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide remote technical support of AV, IT and related systems
• Uses Cenero’s advanced Managed Service to diagnose and repair AV and related system problems
• Proactively manage and resolve system auto-generated Service Tickets
• Professionally interact with clients and Cenero personnel via videoconference, phone, email and text.
• Provide remote end-user and concierge AV & IT system support
• Remotely configure equipment and systems
• Interface with manufacturer’s to identify and resolve issues
• Professionally manage Service Tickets to problem resolution including scheduling on-site support (via Cenero and sub-contracted personnel) when necessary, coordinating and communicating with the client and all designated parties, and actively updating Service Tickets with current information.
• Effectively Communicate and Document Activities
• Create, update, manage, and resolve Service Tickets (and related forms) accurately and in a timely fashion per department standards.
• Keep digital records up to date
• Keep and Enter accurate time sheet information
• Provide technical training & guidance to clients & Cenero personnel
• Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and exemplary customer service.
• Clearly communicate complex technical concepts to peers, clients, and management.
• Support Cenero’s Service Operations Center by assisting with design, upgrades, and implementation.
• Maintain technical superiority via continuing education, training, seminars, reading, etc. Position requires a minimum of 40 hours of advanced technical training annually.
• Assist Cenero Operational teams with installations and trouble shooting, as required.
• Position will also require you to go to client site for service visit or provide on site staffing on a client site as needed based on departmental requirements.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Manage all aspects of assigned service tickets from creation through resolution. Coordinate required activities with subcontractors and Cenero personnel. Position does not directly manage personnel.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or 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.
• Detailed working knowledge of AV and related systems
• Experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various software-based solutions
• Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX). Programming experience preferred.
• Detailed working knowledge of video & acoustic technical principals and basic electrical wiring is required.
• Ability to configure and tune audio systems, preferred
• General Knowledge of ISDN T1/E1, 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.
• Two+ years customer service experience
• Two+ years of field service and/or AV system installation experience
• Experience in commissioning AV, IT and related systems
• Experience troubleshooting VOIP, IP Networks, VLAN, Video over IP, and Wireless Networks

KEY REQUIRED CHARACTERISTICS

• Resourceful
• Excellent verbal and written communication skills
• High Emotional Intelligence
• Ability to confidently function in occasional high-stress situations
• Strong desire to help clients succeed

LANGUAGE SKILLS

Ability to read, analyze, and interpret the complex documents including product specifications, wiring diagrams, and architectural drawings. Ability to respond effectively to sensitive customer inquiries or complaints. Ability to clearly and unambiguously communicate verbally or in writing.

MATHEMATICAL SKILLS

Ability to comprehend and apply principles of modern algebra and acoustical equations.

REASONING ABILITY

Strong ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

• CTS General Certification, preferred
• Biamp Certification, preferred
• Crestron 101 Certificate or higher, preferred
• Crestron DM Certification, preferred
• Other applicable industry certifications and training as required.
• Other applicable manufacturer training and certification as required

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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. The employee is often required to stand, walk, and reach with hands and arms. Heavy lifting is not usually required.

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.

85% at office, potentially 15% at client sites. Environment is typical office, server rooms, and NOC centers.

Must have a valid driver's license and the ability to travel to client sites.

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

COMPENSATION TRANSPARENCY

The salary range for a Technical Service Engineer can range from $60,750 per year to $85,500 per year. The actual amount to be offered to the successful candidate will be within that range. Individual pay is determined by different factors, including work experience, geographic location, job-related skills, education level, position specific technical certifications, and additional trainings completed. All Cenero health and wellness benefits will begin on Day 1 of employment. There is no mandatory 90-day waiting period.

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.