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Senior Field Technician

2 months ago

Wixom, United States PTG Full time

Purpose

The Senior Field Technician oversees and performs the installation, configuration, and quality control of commercial AV systems across local and national sites. This role requires hands-on expertise in installing displays, audio components, network cabling, and CCTV systems, as well as managing and training subcontracted AV technicians. The Senior Field Technician also ensures projects are completed efficiently and up to company standards while serving as a key point of contact between field technicians, internal teams, and clients. Flexibility to travel frequently and on short notice is essential.


Responsibilities

General

  • Perform local and nationwide installs - must have the ability to travel regularly, often with little to no notice:

>Install and configure commercial displays to a variety of substrates.

>Knowledge of commercial audio and ability to install all audio components including but

not limited to speakers, amplifiers, and DSPs.

>Pull and terminate network and audio cabling.

>Install and align commercial CCTV cameras.

>High level knowledge of networking infrastructure, Wi-Fi, and basic troubleshooting.

  • Qualify, recruit, and hire subcontracted AV Field Technicians with varying skillsets/experience nationwide, including remote areas.
  • Source field resources to ensure they are being utilized in the most efficient and effective ways possible.
  • Provide support to PTG field resources.
  • Provide an avenue for conflict resolutions between field resources and internal customers (Sales, PM, Service) when discrepancies occur either in field conditions, billing requirements, or proper documentation.
  • Serve as an escalation point for Customer Service & Support Specialists.
  • Provide internal customers (Sales, PM, Service) of necessary labor quotes and/or parts needed for internal customers to create a quote for the client.
  • Effectively manage expectations between PTG and subcontracted field services resources from the onset of the professional relationship.
  • Respond to internal technician sourcing requests within 24 hours.
  • Other duties as assigned.


Quality Control

  • Quality Control and Assurance Program for Technicians - auditing completed projects/install debriefs.
  • Train technicians.
  • Perform job site visits to QC installations as requested by clients and project managers.
  • Consistently evaluate completed projects to ensure that the proper Installation Services processes and procedures are being completed by both internal employees as well as subcontracted resources in the field.
  • When performing installs:

>Manage job sites in a clean and organized manner.

>Dress cables in AV racks and behind displays.

>Submit thorough Check Out Reports and Progress Reports before leaving job sites.

>Daily time entries recorded.


Qualifications

  • NIMBLE
  • Bachelor’s degree preferred or equivalent work experience
  • 3-5 years' experience in the field installing commercial A/V systems
  • Proven working experience in Customer Service in the A/V industry
  • Experience commissioning commercial A/V system DSP’s, AVoverIP, Network switches
  • Experience in Q360 and/or Field Nation a plus
  • Ability to take initiative and work effectively and efficiently
  • Capacity to perform in a deadline driven environment, sense of urgency a must
  • Extreme attention to detail with strong problem-solving skills
  • Excellent verbal and written communication skills
  • Advanced computer skills in MS Office, able to produce advanced Excel Workbooks, Smartsheets, etc. is a plus
  • AV training and certifications requested – Crestron, AMX, Extron, QSC, Cisco, Biamp, BSS, Bose, DBX, etc.
  • Certification considered a plus – CTS, CTS-I, CTS-D, CNA, BICSI, CompTIA, etc.
  • Travel required – often with little to no notice