East Coast Field Technician

Field Service Technician. Overview My client is a leading projector company in the world and is seeking a Field Service Technician to serve as a point of contact for customers in the East Coast region who require repairs. This individual will be responsible for travelling to customer sites to conduct root cause analysis and resolve technical issues. Candidates should have experience with circuit board-level repairs.    Responsibilities   The ideal candidate will bring strong technical expertise, problem-solving skills, and a commitment to delivering exceptional service to our customers. Success in this role will require you to:

• Provide on-site services such as product configuration, adjustment, integration, commissioning, maintenance, and repair.
• Serve as the customer-facing on-site representative for the Service team when on-site support is needed for all products.
• Participate as a member of the service team receiving escalated service tickets and developing plans of action, performing analysis and remediation and submitting reports.
• Collaborate with the Visual Systems Product Engineering & Sales teams to troubleshoot customer product and application issues when needed as part of the technical support escalation process.

• Track and record warranty and service contract status and generate contract maintenance proposals working closely with other members of the Service Team.
• Ensure warranty, contract maintenance and out-of-warranty services are provided and recorded properly across warranty and billable accounts.  Maintain accuracy of accounts.
• Assist customers, third-party servicers, integrators, and internal staff by phone, email or in person with assigning and processing RMA’s while practicing good customer-first principals.
• Coordinate the services of authorized repair centers so that services are seamless to external customers, this will include commercial and professional products.
• Perform on-site services at customer locations such as: color calibration, projection mapping, projector image blending and other commissioning support actions.
• Perform on-site repairs of various products to include component replacement and testing once repairs are complete.
• Generate and renew service agreements with customers and other partners to ensure high quality service delivery.
• Coordinate and track in-warranty and out-of-warranty support from third-party equipment and service providers (hardware, software, content providers, etc.)
• Provide training on all products and software as needed to relevant stakeholders (Customers, Internal team members, resellers etc…)
• Support service team in generating/reviewing estimates for out-of-warranty service actions.

• Perform root cause analysis and corrective action procedures in accordance with best quality practices.
• Generate reports based on customer quality expectations clearly throughout the organization, ensuring that customer’s expectations are clearly communicated to the stakeholders in the QA/QC process.
• Utilize the existing Quality Management System for communication with the factory on open quality issues.
• Perform 1st lot inspections from hardware and software perspective following iso 2859-1 standard and in accordance with factory guidelines.  Prepare reports of inspections for senior management to make decisions on moving forward with product launch.
• Provide feedback on the 1st lot inspection testing process to further improve it.
• Perform post launch quality issues for all Visual Systems products and solutions. Track/test -manage/assure effective resolution and closure of quality issues post product/solution launch.

• Continually expand relevant A/V and Information technology knowledge through formal training and self-study, with a special focus on the technologies associated with new products and solutions.
• Participate in mandatory Product and Service meetings with factory product and service teams.

• Bachelor’s Degree in technical field; Certifications such as CTS, CTS-D, CTS-I prefered.
• Excellent projector and professional display product knowledge and a deep understand of their applications, features, operations, and competitive products.
• Five or more years of hands-on experience deploying A/V products and solutions.
• Working knowledge of network architectures, protocols (including streaming protocols, audio over IP, and A/V over IP), security, and products used in the AV industry is a plus.
• Experience as a field technician is preferred.
• Experience as a bench technician is preferred.
• Experience with CRM ticketing System such as SAP or SalesForce is a plus.