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Cenero LLC Service Escalation Engineer - Subcontractors in Malvern, Pennsylvania

Reference #: affdd2bf-a4ac-4133-94a8-1f4d49f772f4\ Description

Cenero employees are truly empowered to innovate at every level, in every function. We hire high-energy activators, that aren\'t afraid to leverage their passion and expertise. And we\'re agile, which means you can make a difference with your career, while learning, growing, and having fun!\ The Service Escalation Engineer - Subcontractors will be responsible for AV Service escalations. He/She will work with the current FSE/TSE team to ensure they have proper support in troubleshooting issues related to audio, video and presentation capabilities. He/She will also perform the duties assigned in the field when required and assist FSE/TSE AV escalation cases.\ Duties assigned:\ Provide technical support of audiovisual, videoconferencing, and IT systems\ Diagnose audiovisual, videoconferencing, and IT related system problems Proactively manage and resolve system auto-generated Service Tickets

Repair audiovisual, videoconferencing, and IT-related systems when possible including re-terminating various cables Provide remote end-user and concierge AV & IT system support

Configure and program equipment for various applications

Interface with manufacturer\'s to identify and resolve issues

Make recommendations as to whether it is better to repair or replace a defective product

Effectively communicate and document activities such as keeping records up to date and entering accurate timesheet information

Deliver technical training and guidance to clients as well as Cenero personnel

Provide professional customer service including rapidly building technical credibility with clients via superior knowledge and service

Professionally represent Cenero with Senior-level clients showing empathy, patience, and competence

Clearly communicate complex technical concepts to peers, clients, and management

Coordinate required activities with subcontractors, manufacturers, and Cenero personnel through the required management chain

Respond to notifications in a timely manner

Perform the duties of a Technical Service Engineer (TSE) when not dispatched in the field

Answer customer requests (phone, email, and video) and document this activity in Cenero\'s database

Produce accurate and timely service quotes using Cenero\'s tools and formulas

Keep digital records up to date (i.e. service tickets, documentation)\ Service escalation and Support:\ Provide AV Tier 3 support for TSE and FSE team\ Remote assistance to engineers/technicians\ Responsible for escalations for the service department\ Research and understanding new platforms and technologies to better assist with support and servicing of these platforms\ Training and Documentation

Provide training for the Service department for troubleshooting that would relate to systems supported by Cenero.

Work to document and populate Knowledge Base for Cenero Support and troubleshooting processes

Work with specific individuals from the Service team to develop as an A/V resource\ Key Internal Relationships\ FSE/TSE Manager\ Fellow FSE/TSEs\ Other Service Escalation Team Members\ Key External Relationships\ Service Customers\ Sub-contractors\ Vendors/Providers\ Education/Experience\ Bachelor\'s degree (B. S.) from a four-year college or university in an appropriate engineering field; and/or five+ years related experience and/or training; or equivalent combination of education and experience.\ Two+ years customer service experience\ Two+ years of field service and/or AV system installation experience\ 5 -10 years experience in commissioning AV, IT, and related systems\ 5-10 years experience troubleshooting VOIP, IP Networks, VLAN, Video over IP, and Wireless Networks\ Detailed working knowledge of AV and related systems\ 5+ years experience with the setup and troubleshooting of videoconferencing systems; including those manufactured by Polycom, Cisco, and other various softwar -based solutions\ Knowledge/Skills/Abilities\ Working knowledge of AV control systems (particularly those manufactured by Crestron & AMX). Programming experience preferred.\ Detailed working knowledge of video & acoustic technical principles and basic electrical wiring is required.\ Ability to configure and tune audio systems, preferred\ Extensive knowledge of ISDN T1/E1, Ethernet and H.320, H.323, and SIP protocols\ General knowledge of TCP/IP networking, switches, routers, firewalls\ Detailed working knowledge of computers (Windows-based) and office software.\ Licensure & Certifications\ Polycom HDX, Group, and Infrastructure certifications\ Biamp Certification\ Crestron DMC-E-4k\ Microsoft MCP\ Cisco CCNA Collaboration\ All candidates must be fully vaccinated for COVID-19, or begin the vaccination process within two weeks of their employment date.\ Cenero provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Qualifications

Behaviors\ Innovative - Consistently introduces new ideas and demonstrates original thinking\ Dedicated - Devoted to a task or purpose with loyalty or integrity\ Thought Provoking - Capable of making others think deeply on a subject\ Team Player - Works well as a member of a group\ Functional Expert - Considered a thought leader on a subject\ Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Motivations\ Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization\ Goal Completion - Inspired to perform well by the completion of tasks\ Self-Starter - Inspired to perform without outside help\ Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals

Education\ Bachelors of Engineering (preferred)

Experience\ Detailed working knowledge of AV and related systems (required)\ 5 - 10 years: Troubleshooting VOIP, IP Networks, VLAN, Video over IP, & Wireless Networks (preferred)\ 5 - 10 years: Commissioning AV, IT, and related systems (preferred)\ 2 years: AV Field Service or System Installation (required)\ 2 years: Customer Service (preferred)

Licenses & Certifications\ Biamp Cert. (preferred)\ Crestron DMC-E-4K. (preferred)\ Polycom HDX. (preferred)\ Group certifications. (preferred)\ Infrastructure certs. (preferred)\ Microsoft MCP. (preferred)\ Cisco CCNA collab. (preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furt