Client Support Technician for AV Systems
2 weeks ago
Salary: Competitive
About the Company
Ultimate Technologies Group (UTG) is a family-operated audio-visual technology firm established in 2017 and based in Fishers, IN. We have transitioned beyond the start-up phase and are concentrating on rapid expansion by introducing new growth channels and capabilities. UTG provides organizations of all sizes, from Fortune 500 companies to small and medium businesses, with cutting-edge commercial audio-visual technology. Our primary focus is to simplify virtual hybrid communication and assist organizations in conveying their narratives through interactive digital experience centers. What sets UTG apart is our commitment to matching our clients' urgency for swift and seamless service. To achieve this, we recruit only top-tier talent, blending technical and interpersonal skills, with the ambition and potential to advance within the company as we grow. Our approach has garnered positive feedback and has led to a customer retention rate exceeding 99%.
Company Culture
UTG has consistently been recognized as a Best Place to Work for six consecutive years. Our culture is distinctive, centered around our values of continuous experimentation, fostering a sense of ownership among all employees, maintaining clear and transparent communication, and creating an encouraging environment where every team member can reach their full potential. Each employee is supported with ownership/stock in UTG, performance-based above-market compensation, comprehensive benefits, and numerous additional perks.
- Recognized as a Best Place to Work for six consecutive years
- Annual salary increases and bonuses
- 80% of promotions are internal
- Employee ownership mentality
- Summer gatherings
- Autumn camping excursions
- Community service days
- Casual dress code
- Flexible working hours
Position Summary
This position is vital to our organization as it enables us to attract skilled individuals who are passionate about communications technology. The role involves traveling to client locations where we have installed audio-visual equipment and providing on-site service for malfunctioning devices.
Key Responsibilities
- Conduct on-site repairs of audio-visual equipment by diagnosing issues and determining appropriate solutions.
- Investigate, troubleshoot, and resolve client-reported issues related to audio-visual equipment in real-time.
- Utilize effective listening and communication skills when interacting with technicians, office personnel, and clients.
- Perform annual preventative maintenance checks and provide training for clients who have purchased our Ultimate Care contracts.
- Document service call resolutions in our ticketing system.
- Complete and close tickets promptly, adhering to company KPIs.
- Collaborate with OEMs on unresolved audio-visual equipment issues.
- Obtain return merchandise authorizations (RMAs) from manufacturers for unrepairable items.
- Maintain the company vehicle, inventory, and equipment.
- Be available for extended or modified hours during special events and holidays to ensure adequate client support.
- Perform other duties as assigned.
Qualifications
Essential Skills
- Bachelor's degree
- Willingness to travel to job sites
- Ability to troubleshoot audio-visual equipment and resolve client issues
- Experience with Crestron and Biamp systems
- Capability to communicate technical solutions to a non-technical audience
- Experience and enthusiasm for delivering exceptional customer service
Soft Skills
- Exceptional reliability and communication abilities
- Able to thrive in a dynamic, collaborative, and evolving environment
- Quick learner with the ability to develop technical skills
- Desire and potential for growth within UTG
We encourage you to consider this opportunity if you believe it aligns with your skills and aspirations.
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