Audio Visual Service Engineer

Job Description

Audio Visual Service Engineer

Location: Reading / M4 Corridor

Salary: 32,000 to 40,000

Company Overview:

The hiring company is a leading provider of cutting-edge audiovisual solutions, delivering state-of-the-art technology and comprehensive support services to clients across the UK. Their dedication to exceptional customer service has established them as a trusted partner in the AV industry. They are currently seeking a skilled Audiovisual Service Engineer to join a dynamic team, responsible for managing service contract emergency call-outs and planned maintenance visits on behalf of their client.

Role Overview:

The Audiovisual Service Engineer will provide on-site technical support to clients, ensuring the optimal performance of audiovisual systems. This role involves responding to emergency call-outs, conducting scheduled maintenance visits, and managing various administrative tasks, including accurate logging and reporting. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently in a fast-paced environment.

Key Responsibilities:

1. Emergency Call-outs:
   Respond promptly to emergency service requests, providing on-site troubleshooting and repairs for audiovisual systems.
   Ensure technical calls are managed within a 2-hour response time and arrive on-site within 24 hours.
   Maintain clear communication with clients and the service team regarding the status and resolution of issues.
2. Planned Maintenance Visits (PMV):
   Conduct regular maintenance visits as per the service contract schedule.
   Accurately log details of each visit, including serial numbers of equipment serviced, using the company's CRM system.
   Take and maintain drawings and pictures relevant to each service contract for reference and documentation.
   Identify potential issues during maintenance visits and recommend proactive solutions.
   Provide feedback to the Service Contract Manager after each visit to ensure continuity and customer satisfaction.
3. Technical Support & Troubleshooting:
   Provide expert technical support for a range of audiovisual equipment, particularly with Yealink and Logitech systems, ensuring that skills are kept up to date.
   Maintain a log of supplier and manufacturer support contacts to facilitate on-site resolutions.
   Collaborate with the internal support team to escalate and resolve complex technical issues.
   Document all service activities, including repairs, maintenance, and client interactions, in accordance with company procedures.
4. Client Relationship Management:
   Build and maintain positive relationships with clients, ensuring a high level of customer satisfaction.
   Provide clients with technical advice and guidance on system operation and maintenance.
   Work proactively to elevate the service contract experience for customers.
5. Diary & Job Management:
   Independently manage your own diary, scheduling and prioritising visits to meet service contract requirements.
   Log all details and actions on tasks in the CRM system, ensuring accurate records are maintained.
6. Vehicle & Equipment Management:
   Ensure the upkeep, cleanliness, and audit compliance of the company vehicle.
   Maintain demo stock and ensure all equipment is ready and available for client demonstrations when required.
   Adhere to the company's PPE and dress code standards for all site visits.
7. Ad Hoc Responsibilities:
   Provide internal AV support for the office as needed.
   Continuously manage your own training and professional development to stay current with industry trends and technologies.

Required Skills & Experience:

1. Technical Expertise:
   Proven experience as an audiovisual service engineer or similar role.
   Strong understanding of audiovisual systems, including installation, configuration, and maintenance, particularly with Yealink and Logitech systems.
   Proficiency in troubleshooting and resolving technical issues with AV equipment.
2. Certifications & Qualifications:
   Relevant technical certifications (e.g., CTS, Crestron, Extron, AMX) are highly desirable.
   Electrical or electronics engineering qualification (HNC/HND or equivalent) is advantageous.
3. Communication & Organisational Skills:
   Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical clients.
   Strong organisational skills to manage schedules, logs, and client interactions effectively.
   Strong written skills for documenting service activities and reporting.
4. Problem-Solving Ability:
   Ability to work under pressure and manage multiple tasks simultaneously.
   Proactive approach to identifying and solving technical issues.
5. Flexibility & Availability:
   Willingness to work flexible hours, including weekends and evenings, as required for emergency call-outs.
   Valid UK driving licence and willingness to travel across the UK for on-site visits.

Benefits:

1. Competitive salary and overtime pay.
2. Company vehicle and mobile phone.
3. Pension scheme and private health care.
4. Ongoing training and professional development opportunities.
5. Supportive team environment with career progression prospects.