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Customer Care Service Technician

3 months ago

Fishers, United States Ultimate Technologies Group Full time
Job DescriptionJob DescriptionSalary:

The Company  

Ultimate Technologies Group (UTG) is a family-owned audio-visual technology company founded in 2017 headquartered in Fishers, IN. We are past the start-up phase and focused on scaling rapidly by adding growth channels and new capabilities. UTG offers organizations of all sizes (Fortune 500 to SMB) across the globe the latest high-performing commercial audio-visual technology. We focus on making virtual hybrid communication easy and consistent and helping organizations communicate their stories with interactive digital experience centers. What differentiates UTG from the others is our obsession with matching our customers’ sense of urgency for rapid and effortless service. To accomplish this, we hire only the best talent - a mix of technical and interpersonal skills, with the desire and potential to grow to higher levels in the future to keep up with our growth. Our model has been well received and has fueled growth and loyalty with a customer retention rate of over 99%  

  

UTG has been recognized as a Best Place to Work for 6 years in a row Our culture is unique, focused on our values of constant experimentation, everyone acting like an owner (because they are), clear transparent communication, and providing a motivating environment where all team members can grow to their full potential.  Every team member is supported with ownership/stock in UTG, performance-based above-market pay, full benefits, and many more perks.

 

Company Culture Components

UTG has been recognized as a Best Place to Work for 6 years in a row Our culture is unique, focused on our values of constant experimentation, everyone acting like an owner (because they are), clear transparent communication, and providing a motivating environment where all team members can grow to their full potential.  Every team member is supported with ownership/stock in UTG, performance-based above-market pay, full benefits, and many more perks.

  • Earned Best Places to Work 6 consecutive years 
  • Annual increases & bonuses
  • 80% of promotions are from within 
  • Employee = Owner
  • Summer party
  • Fall camping trip 
  • Service day
  • Semi-casual attire
  • Flexible schedules

 

The Role

This role is the heart of our company because it enables us to recruit talented individuals who have a passion for communications technology. This role travels to businesses where we’ve installed audio visual equipment and performs onsite service on equipment that’s malfunctioning.

 

Responsibilities

  • Perform onsite repair of audio-visual equipment by diagnosing and determining the proper repair.
  • Investigate, troubleshoot and resolve (in real-time) issues brought to you by clients related to their audio- visual equipment.
  • Exercise good listening and communication skills with technicians, office staff and clients.
  • Perform annual preventative maintenance check and requested training for clients who’ve purchased our Ultimate Care contracts.
  • Document the service call resolution in our ticketing database.
  • Complete and close Tickets in a timely manner, maintaining company KPIs.
  • Communicate with OEM on unresolved issues with audio-visual equipment.
  • Obtain return merchandise authorizations (RMAs) from manufacturers on unrepairable products.
  • Maintain company vehicle, inventory, and equipment.
  • Work extended or modified hours during special events and holidays to provide adequate support for our clients.
  • Other duties as assigned.


Criteria 

Must-Haves

  • Bachelor’s degree
  • Willing to travel to job sites
  • Ability to troubleshoot AV equipment and solve client issues
  • Crestron and Biamp experience
  • Ability to communicate technical solutions to a non-technical workforce
  • Experience and passion for providing excellent customer service

Soft Skills

  • Outstanding reliability and communication skills
  • Able to work in a dynamic, collaborative, evolving environment
  • Able to quickly learn and build technical capabilities
  • Desire and ability to grow within UTG


Please take a moment to apply if you feel this is a good fit for you