We are looking for an AV Onsite Engineer to join our team!

In this role you work as part of our customer service team to ensure unsurpassed quality control and continuity of AV Systems, videoconferencing solutions and services. The main responsibility is to support customer video conferencing service up-time and excellent usage. This role is predominantly technical; however, the role requires an appreciation for the business needs in order to deliver solutions that deliver true value. 

This is an onsite role, meaning that you support our customer in the Plano region, Texas, working onsite at their premises. Although the role is quite independent as such, you will never work alone. Our Customer Services team is a geographically distributed team with people working all over the world. Despite being in physically different locations our team of friendly professionals is always supporting and learning from each other over videocalls, chat and emails.

Your responsibilities include: 

• Service Monitoring: Monitoring the services being provided, identifying improvement areas, and staying up to date on any services being introduced or discontinued.
• Client Relations: Following up with clients regularly to assess and ensure their satisfaction, resolving potential issues.
• Onboarding Support: Assisting in delivery, installation and onboarding as well as taking care of RMA’s.
• Vendor Coordination: Interacting with vendors, distributors, field service partners.
• Data Analysis: Analyzing service reports, assets, and client information to gain insight into the best way of providing service for specific clients.
• Inquiry Assistance: Assisting with internal and external inquiries or requests.

We are not looking for a unicorn – rather someone, who wants to learn and develop in this role. However, these are things that will help you on your way and support your daily job: 

• Good understanding of Windows operating systems, basic network terminology and technologies as well as video conferencing and audio solutions
• You are eager to work with and learn more about different HW and SW technologies
• Previous experience from service coordination, service delivery, tech support or similar 
• Bachelor’s degree in technology/business or equivalent experience
• Service-mindedness, good communication and interpersonal skills, fluent written and spoken English skills
• Being happy working in an internationally dispersed team with coworkers across the globe
• Independent problem-solving attitude and taking ownership of your work
• Any relevant certifications, such as MTRs, Cisco and/or Poly, are a plus
• Local to the client site in Ottawa as this is not a remote or hybrid opportunity

Become a part of our team and help us drive excellence in an exciting workplace!