The function of the Sustaining Support Technician – Level 1 is to provide user support, repair and maintenance services for a client’s audio, video, and control systems equipment. The Sustaining Support Technician – Level 1 is assigned to a specific customer with one or more locations. The Sustaining Support Technician - Level 1 works at a location “remote” to Stage Front’s home office; this employee is attached to a customer’s physical location(s).
Duties and responsibilities
The Sustaining Support Technician - Level 1 is granted authority to accomplish all of the responsibilities and duties that are established for this position, to include, but not be limited to the following:
To evaluate procedures related to the company's service tasks and procedures and to recommend measures for improvement, where appropriate, to the OSM.
To safeguard all company documentation that this position handles.
To maintain and safeguard company tools and supplies in the execution of day-to-day duties.
Provide support response to email, phone, in-person requests for technical assistance
Return interrupted service to normal operating condition as soon as possible
Maintain available staffing during business hours
Provide proactive “standby and support” concierge service for executives
Use available monitoring tools to diagnose system performance issues
Work with end-users via telephone to diagnose and resolve end-user issues
Go to end-user location to assist or diagnose technical and operational issues
Report all service issues and requests for assistance into the ticketing database
Provide proactive support to end users as requested
Work with project teams on any conference room infrastructure projects
Support set-up and take down of live events in several locations
Draw upon the technical core competency of Stage Front to propose continuous improvement opportunities that benefit end users
Train end-users for operation of all audio-visual systems
Update training documentation and distribute as needed
Preventative maintenance for audiovisual equipment and conference rooms
Break/ fix diagnostics of audio, video, and audiovisual control equipment
Repair/ replace field terminated video, cable, audio, and control cables
Replacement of projector lamps and filters as dictated by a proactive / reactive need
Emergency replacement of failed equipment with spare equipment
Emergency programming load and test for replaced equipment, where applicable
Periodic test and adjustment of audio, video, and audiovisual control equipment
Re-installation of equipment that has been out of service for repair
Occasional simple system upgrades, including wire pull and termination, and equipment mounting, excluding engineering and programming
Service Performance Metrics
Work with client to develop and deliver timely analytics/metrics in order to produce data which our clients may base business decisions.
Ensure that all work is completed in a craftsman-like manner and to the satisfaction of the customer.
Ensure that all customer service documentation, preventative maintenance logs, time sheets, expense reports, etc. are properly filled out and filed with the OSM.
Ensure that all service projects are complete on or ahead of schedule and at or below estimated cost.
Ensure that company assets are protected while on the job site.
Ensure that all work areas are kept neat and organized.
Follow all customer’s policies, guidelines, rules, and regulations regarding access to customer premises.
Verify hours worked, and correct input to time sheet, follow all procedures related to requesting time off, documenting accurately time worked; requesting fill-in technicians in advance.
Acts as a communications intermediary between the Customer Liaison and Stage Front OSM, Account Manager, Project Manager, etc.
TASKS AND DUTIES
Perform systems level repair of equipment in an efficient and effective manner.
Study and seek information to maintain a working knowledge of all customer electronic equipment sold and serviced by Stage Front.
Perform proper setup, alignment and demonstration of electronic equipment sold and serviced by Stage Front.
Perform supplemental training of users at the customer site.
Complete service tickets and reports in a timely and manner.
Submit per diem, travel and lodging requests and receipts in a timely and accurate manner.
Report all accidents in accordance with company policies and procedures.
Attend classes, seminars, or other events as directed, to improve troubleshooting skills and technical knowledge or to share that knowledge with others.
Provide technical support for Sales Staff in sales activities.
Assist the Installation Staff with efficient and effective installation when required due to workload or technical expertise.
Any other tasks/duties as may be assigned or necessary.
JUDGMENT AND DECISION MAKING:
Demonstrates good judgment and reasoning when investigating and solving problems.
Demonstrates good judgment in respecting the confidentiality of customer and employee information.
Seeks guidance and direction in the performance of responsibilities and duties, when appropriate.
RELATIONSHIPS WITH OTHERS:
Works well with the OSM, Service Manager, customer representatives and all others in positions of authority.
Demonstrates ability to tactfully handle difficult situations.
Promotes a high degree of morale and spirit of motivation within the company. This includes the degree of cooperation, communication and coordination between this function and other employees.
PLANNING AND TIME UTILIZATION
Consistently shows ability to recognize and deal with priorities.
Performs all duties in an independent manner with minimal direction and supervision.
Recognizes and performs duties which need to be performed although not directly assigned.
ATTENDANCE AND RELIABILITY:
Does not abuse or take advantage of personal time off.
Always provides proper notification and advance notice of absences.
Maintains a well-groomed appropriate appearance, presenting a favorable image of Stage Front.
Adheres to the Stage Front On-Site Services Department dress code.
Candidates for the Sustaining Support Technician – Level 1 must meet the following minimum qualifications to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position.
An associate’s degree from a two-year college or technical school in electronics technology or computer network technology; and/or three years related experience and/or training; of equivalent combination of education and experience is required.
Certification required for this position is ICIA CTS;
incumbent must possess or attend and pass classes within 120 days of hire as follows:
DM Certified Engineer – 4K (DMC-E-4K);
CTI-P101 Foundations of Crestron Programming;
CTI-P201 Core System Programming;
Audio DSP Certification (TBD)
Skills, Knowledge & Abilities
Well-developed leadership skills.
Well-developed and relevant customer service experience.
This employee must be familiar with computer operations including, but not limited to, operating systems, application programs, utilities, VPN, remote access, email clients, Internet browsers, word processing, spreadsheets, databases, etc.
This employee must be familiar with computer networking operations including, but not limited to, IP addressing, sub-netting, routing, switching, wireless networks, the TCP/IP and OSI models, CAT5/5e/6 and fiber optic infrastructure cabling, etc.
This employee must understand electronic theory, and have strong troubleshooting skills, including but not limited to, the ability to isolate defects to configurations, programming, and or physical hardware.
Ability to add and subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret graphs and charts. Understanding digital numbering/coding systems including binary, octal, hexadecimal, ASCII, and BCD numbering systems is required.
Ability to read, analyze and interpret technical documents, operating and maintenance instructions and procedure manuals. The ability to write routine reports and correspondence is required. Ability to speak effectively before small groups of customers and one-on-one to customers.
The ability to solve practical problems and deal with a variety of concrete variables in standardized situations is required. The ability to interpret a variety of instructions furnished in written, oral, diagram, video, web-based or schedule form is required.
Experience running large live corporate events is required.
Travel is required in this position. Travel is mainly by car in the geographic metropolitan area within a 50-mile radius of the customer’s corporate office. Air travel is required to visit Stage Front’s corporate office for training and orientation. Air travel is also required to attend various training as may be deemed necessary by the OSM, or to visit customer sites outside the 50-mile radius of the customer’s corporate office.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The employee occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to risk of electrical shock.
The noise level in the work environment is low to loud.
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, stand, walk, talk and hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to climb or balance; and stoop, kneel, crouch or crawl.
The employee must occasionally lift and/or move up to 70 pounds alone. Occasionally the employee will assist others in moving heavier items. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
About Stage Front
Stage Front began operation in 1978, initially selling theatrical lighting to the entertainment industry. As the company developed its skill set and service offerings, we undertook the mission of serving architects, electrical contractors, and general contractors as a dependable design-build resource for technical presentation systems capable of consistently delivering solutions on-time and on-budget.
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