The Client Specific Engineer and Field Technician has the technical experience and aptitude to successfully provide on-site service of audio and visual equipment. The successful candidate would need to meet the below criteria:

 

A creative tech, conversant in the HW solutions with a passion and interest in AV and immersive AI sectorA passion for tech support services performance. Be a good personalist to gel with the Client store team, through challenging and pressurized periodsHave flexibility to work unsociable hours where the support requires, in the case of live outages and technical issues.Be on a specific site in central London from 08:00 - 10:00 every weekday, and available to travel to other calls following this period.

Mood needs to have cover for overage hours in any given day to cover for full outages and catastrophic failures within central London location. 

CORE RESPONSIBILITIES

Primary technician for service calls to the client site.Ensures the client system performs as required through on-site troubleshooting and repair.Recommend products hardware that require replacing at clients' sites in order to get their systems working.Provide clear feedback on parts and labor needed to remedy any hardware failures.Correct use of Mood Media service App. Maintain the correct level of buffer stock at all times.Supports and develops colleagues’ knowledge within the same team and wider global teams.Works with the client satisfaction team to help better improve our client's experiences with our service teams.Primary resource for break fix on all deploymentsHands and eyes of the level 2 support engineering teamsDaily checks of site for issues / mount the surround soundAvailable for weekend and out of hours work as required.

KNOWLEDGE, SKILLS AND ABILITIES

Excellent audio-visual product knowledge with experience in servicing.Willing to learn QSYS – not necessarily programming but definitely knowing and understanding what it is and how it does it. Open to taking classes to learn the product and basic programming.Willing to learn Brightsign – not necessarily programming but definitely knowing and understanding what it is and how it does it. Open to taking classes to learn the product and basic programmingKnowledge of 100v and low Z audio systems used in commercial environments.Knowledge of display technology. Min 5 Years of industry or associated industry (within an AV environment) experience.Demonstrable and experience with networks.Valid Passport with no travel restrictions.Clean Driving licenseExcellent written and verbal communication skills.  Ability to facilitate scheduled deadlines and manage multiple projects. IT and Networking experience and demonstrable ability.IPAF and PASMA certification - ability to work safely at height to replace faulty/defective parts

IDEAL CHARACTERISTICS

Working with ChangeManaging Self and other team membersHigh Level of Customer Focus and ContactUnderstanding the BusinessGood Level and detailed AV Product knowledge and awarenessClient facing – so must be able to understand and adapt to the customer’s expectations with a can-do attitude. Must be self-motivated, well organized, and unflustered under pressure Ability to handle multiple tasks and challenges with efficiency and effectiveness, seeing each task through to completion.

DEVELOPMENT GOALS

Enhanced training and certification

AREAS OF MEASUREMENT

KPI - Cost per CallKPI - 1st Time fixKPI - SLA achievement for tasks