Job DescriptionCenero is looking for a
Technical Service Engineer Manager to assist our growing service department. Reporting to the Director of Managed Services, this position serves as an escalation point for high-level technical issues and provides guidance in identifying root causes to resolve issues. Possessing the ability to triage and prioritize multiple issues by importance and/or shortest time-to-resolution, he/she will have an in-depth knowledge of AV/VTC systems, hardware, configurations, and design, as well as the ability to know when it is necessary to escalate an issue. In addition to providing technical direction and being a point of escalation, the Technical Service Engineer Manager oversees the day-to-day operation of Cenero's Service NOC to ensure tickets are progressing, tasks are assigned/reassigned as necessary, and maintains Cenero's high, service-level standards.
Job Responsibilities include:- Provide leadership and guidance to Technical Service Engineering (TSE) staff to keep them motivated and help them achieve individual and team based performance goals.
- Support the TSE staff in providing outstanding client service.
- Required to work in the office to ensure that the goals of the company and the team are being met.
- Delegate work assignments effectively to meet service goals.
- Monitor dashboards to ensure tickets are being addressed within proper timeframes and phones are being handled sufficiently.
- Develop and continually update training material for new and existing Help Desk staff
- Develop and Enforce procedures to ensure high level of service experience to customers.
- Determine performance enhancement programs to keep the staff technically sound and updated to enhance productivity.
- Participate in performance evaluations, appraisals, and training needs.
- Participate in the hiring of new candidates.
- Ensure that time sheets and expense reports are accurate and submitted in a timely manner.
- Utilize in-depth knowledge of AV/VTC systems to diagnose and resolve issues that require escalation
- Troubleshoot issues to resolution and, when necessary, clearly provide all relevant information to the proper escalation point
- Follow up on issues once escalated to ensure they are being followed through to completion
- Act as a point of contact for clients when issues require a higher level of attention
- Create documentation that can serve as a technical resource for others to use as necessary
- Stay on top of emerging technologies as they come to market and maintain a knowledge base of their usage, features, shortcomings, and implementation
- Produce and analyze Service Team metrics to review performance and look for areas of improvement
- Review and approve Service related invoices and quotes for finance team
- Act as a primary point of contact for TSE team in working with Engineering, Programming, Design, and Operations
- Other responsibilities as necessary or assigned.
Qualifications- 3+ year's prior experience in managing a team (e.g.: Customer Service, Call Center, or Technical Team).
- Applicable industry and manufacturer certifications and training are preferred (CTS, Biamp, Crestron, Extron, Polycom, Cisco, QSC, etc.).
- Experience participating on and leading process improvement initiatives.
- Prior industry field experience in commissioning systems, field support, and/or programming.
- Prior Supervisory / Management experience is a must.
- Must be a self-starter with the ability to work independently or part of a team.
- Strong time management, prioritization and analytical skills.
- Knowledge of various types of audiovisual and related systems including switchers, projectors, DVD / Blu-ray players, displays, microphones, speakers, etc.
- Knowledge of videoconferencing and audio conferencing systems.
- General Knowledge of ISDN, T1/E1, Ethernet and H.320, H.323 and SIP protocols.
- General knowledge of TCP/IP networking, switches, routers, firewalls.
- General knowledge of computers (Windows based) and office software.
- Bachelor's degree from a four-year college or university in an appropriate field; 5+ years of related experience and/or training; or equivalent combination of education and experience.
- Audiovisual installation and venue/event management experience is preferred.
- Applicable manufacturer trainings and certifications are preferred.
Additional InformationFull benefits and competitive salary package based on experience.
