Cenero
On-Site AV Service Engineer (Audio-Visual)
Cenero, Malvern, Pennsylvania, United States, 19355
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!
Since 1999, Cenero has helped organizations gain a competitive edge by leveraging audio visual and conferencing technology as productivity tools. Our extensive knowledge of Audio Visual Systems, Video Conferencing and Network Infrastructure delivers solutions that improve communication and drive efficiency throughout the client's organization. The right technology can make or break a video meeting. Smart AV solutions can offer both in-office and remote participants an equal seat at the table, so everyone can engage and interact easily and comfortably. AI-informed technology can improve audio, video and interactive experiences, creating a consistency across spaces and seamlessly connecting remote teams.
Our Constant Connect solution is a suite of managed services that assures technology readiness for all collaboration spaces.The suite includes:
Proactive Managed Services identify and solve issues before meetings even start UC Proactive Managed Services monitors rooms and UC platforms like Teams and Zoom to keep spaces fully functional Reactive Managed Services provide immediate assistance for all tech issues An Analytics Dashboard provides detailed data for more informed business planning AV Staffing Services provide on-site support of complex AV technology We are growing rapidly, and our recent acquisition by Ricoh in October 2022 has accelerated our growth. This acquisition will help RICOH support its customers with their growing number of offices, meeting rooms, and learning spaces that are quickly being modified to support hybrid working and learning models. Cenero has a new headquarters building in Malvern, PA, and 4 other U.S. offices. (New York, Washington DC, Charlotte, and Dallas)We offer a range of flexible AV solutions that improve communication, drive productivity, and empower collaboration.Our suite of solutions includes systems design and delivery, as well as managed services, which fits in perfectly with Ricoh's portfolio of digital workplace solutions.
At Cenero, we have a vibrant corporate culture which focuses on work/life balance. Cenero has won numerous awards including Best Place to Work and Inc Magazine's List of the 5000 Fastest Growing Companies (both awards 4 times). You can choose from a broad selection of medical, dental, vision, life insurance, and disability insurance options.You can contribute to your financial security with a Retirement Savings Plan (401K) with a company match.You can augment your education with tuition assistance programs. Enjoy paid vacation time and paid holidays annually.All of your benefits begin on Day One of employment.
JOB SUMMARY
The AV On-Site Service Engineer will provide daily on-site support of audiovisual (AV), IT and related systems. This position will also function as a service escalation point providing technical guidance and assistance to the client personnel, Cenero Project Management and Subcontractors as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide support of audiovisual, videoconferencing, and IT systems. Diagnose/ adjust/ repair and/or escalate audiovisual, videoconferencing, and IT related systems. Configure & deploy equipment for various applications as necessary. Provide end-user support including concierge system assistance and meeting support. Develop a professional environment which includes rapidly building technical credibility with the Client while providing exemplary Customer Service Professionally represent Cenero with Senior-level Clients showing empathy, patience, and competence. Clearly and concisely communicate complex technical concepts to peers, client, and management. Maintain new technology awareness through continuing education, training, seminars, reading. Help with coordinating all aspects of new designated projects at Customers facility including: Assist with communications between Cenero and the customer Help coordinate new project scheduling between Client and Cenero Operations Manager. Attend applicable new project meetings representing Cenero Professionally represent Cenero at all times to the Customer and other Contractors Conduct site surveys for new business opportunities when appropriate Assist Cenero Operational teams with installations and troubleshooting, as required. Function as Cenero's final "quality control" inspector to ensure all project work meets or exceeds the design specification. Accurately maintain Customer's Service Ticket information in Cenero's CRM Maintain accurate time sheet information. Other duties as assigned when deemed appropriate. SUPERVISORY RESPONSIBILITIES
Manage all aspects of assigned service tickets from creation through resolution. Position does not directly manage personnel.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
Bachelor's degree (B.S.) in Engineering and two+ years Customer Service experience or five+ years AV related Service experience; or equivalent combination of education and experience. Detailed working knowledge of audiovisual systems including control systems, touch screens, switchers, projectors, Blu-ray players, displays, microphones, speakers and amps. Ability to terminate typical audiovisual related cabling including CAT, BNC, XLR. Detailed working knowledge of Video & Audio Conferencing systems (Polycom, Biamp, QSC preferred). Working knowledge of AV control systems (Crestron & AMX preferred). Detailed working knowledge of video & acoustic technical principals and basic electrical wiring. Requires a detailed working knowledge of audiovisual test and repair equipment. General 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. Audiovisual installation experience is desired. KEY REQUIRED CHARACTERISTICS
Resourceful and technically curious Excellent verbal and written communication skills High Emotional Intelligence Ability to confidently function in occasional high-stress situations Strong desire to help clients succeed LANGUAGE SKILLS
Must have the ability to read, analyze, and interpret complex documents including product specifications, wiring diagrams, and architectural drawings; Ability to respond effectively to sensitive customer inquiries or complaints; Ability to clearly and unambiguously communicate verbally or in writing.
MATHEMATICAL SKILLS
The ability to comprehend and apply principles of modern algebra and acoustical equations is assumed.
REASONING ABILITY
In addition to excellent communication skills, have the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
CERTIFICATES, LICENSES, REGISTRATIONS
General Audio Visual: CTS-X, General Certification, preferred Crestron DMC-E-4K Audio DSP Certifications, Biamp, Qsys, etc. Other applicable industry certifications and training as required. PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard; and talk or hear. The employee is often required to stand, walk, climb a 12' ladder and reach with hands and arms. Lifting objects with a max weight of 50 lbs.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Environment is typical of a business environment, conference room, offices, server rooms, and NOC centers. There is potential to travel to other sites on occasion.
BENEFITS AND PERKS
Industry-leading healthcare coverage begins on your first day of employment. Your choice of plans offered by Cigna PPO or a HDHP includes medical, dental, vision, and prescription coverage Contribute to your financial security with savings and a 401K Investment plan with company match Health Savings Account (HSA) Flexible Spending Account (FSA) Dependent Care Spending Account (DCA) 100% Company paid Life insurance for employees 100% Company paid Short Term Disability Optional Long Term Disability Enjoy paid vacation time and paid holidays annually. Paid Time Off awarded at hire On-site gym, weight room, locker room Augment your education with tuition assistance programs. Professional development opportunities to enhance your career Opportunities to network and connect Lucrative Employee Referral program Delicious Free coffee Warm Philly soft pretzels every Wednesday
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 furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Since 1999, Cenero has helped organizations gain a competitive edge by leveraging audio visual and conferencing technology as productivity tools. Our extensive knowledge of Audio Visual Systems, Video Conferencing and Network Infrastructure delivers solutions that improve communication and drive efficiency throughout the client's organization. The right technology can make or break a video meeting. Smart AV solutions can offer both in-office and remote participants an equal seat at the table, so everyone can engage and interact easily and comfortably. AI-informed technology can improve audio, video and interactive experiences, creating a consistency across spaces and seamlessly connecting remote teams.
Our Constant Connect solution is a suite of managed services that assures technology readiness for all collaboration spaces.The suite includes:
Proactive Managed Services identify and solve issues before meetings even start UC Proactive Managed Services monitors rooms and UC platforms like Teams and Zoom to keep spaces fully functional Reactive Managed Services provide immediate assistance for all tech issues An Analytics Dashboard provides detailed data for more informed business planning AV Staffing Services provide on-site support of complex AV technology We are growing rapidly, and our recent acquisition by Ricoh in October 2022 has accelerated our growth. This acquisition will help RICOH support its customers with their growing number of offices, meeting rooms, and learning spaces that are quickly being modified to support hybrid working and learning models. Cenero has a new headquarters building in Malvern, PA, and 4 other U.S. offices. (New York, Washington DC, Charlotte, and Dallas)We offer a range of flexible AV solutions that improve communication, drive productivity, and empower collaboration.Our suite of solutions includes systems design and delivery, as well as managed services, which fits in perfectly with Ricoh's portfolio of digital workplace solutions.
At Cenero, we have a vibrant corporate culture which focuses on work/life balance. Cenero has won numerous awards including Best Place to Work and Inc Magazine's List of the 5000 Fastest Growing Companies (both awards 4 times). You can choose from a broad selection of medical, dental, vision, life insurance, and disability insurance options.You can contribute to your financial security with a Retirement Savings Plan (401K) with a company match.You can augment your education with tuition assistance programs. Enjoy paid vacation time and paid holidays annually.All of your benefits begin on Day One of employment.
JOB SUMMARY
The AV On-Site Service Engineer will provide daily on-site support of audiovisual (AV), IT and related systems. This position will also function as a service escalation point providing technical guidance and assistance to the client personnel, Cenero Project Management and Subcontractors as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide support of audiovisual, videoconferencing, and IT systems. Diagnose/ adjust/ repair and/or escalate audiovisual, videoconferencing, and IT related systems. Configure & deploy equipment for various applications as necessary. Provide end-user support including concierge system assistance and meeting support. Develop a professional environment which includes rapidly building technical credibility with the Client while providing exemplary Customer Service Professionally represent Cenero with Senior-level Clients showing empathy, patience, and competence. Clearly and concisely communicate complex technical concepts to peers, client, and management. Maintain new technology awareness through continuing education, training, seminars, reading. Help with coordinating all aspects of new designated projects at Customers facility including: Assist with communications between Cenero and the customer Help coordinate new project scheduling between Client and Cenero Operations Manager. Attend applicable new project meetings representing Cenero Professionally represent Cenero at all times to the Customer and other Contractors Conduct site surveys for new business opportunities when appropriate Assist Cenero Operational teams with installations and troubleshooting, as required. Function as Cenero's final "quality control" inspector to ensure all project work meets or exceeds the design specification. Accurately maintain Customer's Service Ticket information in Cenero's CRM Maintain accurate time sheet information. Other duties as assigned when deemed appropriate. SUPERVISORY RESPONSIBILITIES
Manage all aspects of assigned service tickets from creation through resolution. Position does not directly manage personnel.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
Bachelor's degree (B.S.) in Engineering and two+ years Customer Service experience or five+ years AV related Service experience; or equivalent combination of education and experience. Detailed working knowledge of audiovisual systems including control systems, touch screens, switchers, projectors, Blu-ray players, displays, microphones, speakers and amps. Ability to terminate typical audiovisual related cabling including CAT, BNC, XLR. Detailed working knowledge of Video & Audio Conferencing systems (Polycom, Biamp, QSC preferred). Working knowledge of AV control systems (Crestron & AMX preferred). Detailed working knowledge of video & acoustic technical principals and basic electrical wiring. Requires a detailed working knowledge of audiovisual test and repair equipment. General 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. Audiovisual installation experience is desired. KEY REQUIRED CHARACTERISTICS
Resourceful and technically curious Excellent verbal and written communication skills High Emotional Intelligence Ability to confidently function in occasional high-stress situations Strong desire to help clients succeed LANGUAGE SKILLS
Must have the ability to read, analyze, and interpret complex documents including product specifications, wiring diagrams, and architectural drawings; Ability to respond effectively to sensitive customer inquiries or complaints; Ability to clearly and unambiguously communicate verbally or in writing.
MATHEMATICAL SKILLS
The ability to comprehend and apply principles of modern algebra and acoustical equations is assumed.
REASONING ABILITY
In addition to excellent communication skills, have the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
CERTIFICATES, LICENSES, REGISTRATIONS
General Audio Visual: CTS-X, General Certification, preferred Crestron DMC-E-4K Audio DSP Certifications, Biamp, Qsys, etc. Other applicable industry certifications and training as required. PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard; and talk or hear. The employee is often required to stand, walk, climb a 12' ladder and reach with hands and arms. Lifting objects with a max weight of 50 lbs.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Environment is typical of a business environment, conference room, offices, server rooms, and NOC centers. There is potential to travel to other sites on occasion.
BENEFITS AND PERKS
Industry-leading healthcare coverage begins on your first day of employment. Your choice of plans offered by Cigna PPO or a HDHP includes medical, dental, vision, and prescription coverage Contribute to your financial security with savings and a 401K Investment plan with company match Health Savings Account (HSA) Flexible Spending Account (FSA) Dependent Care Spending Account (DCA) 100% Company paid Life insurance for employees 100% Company paid Short Term Disability Optional Long Term Disability Enjoy paid vacation time and paid holidays annually. Paid Time Off awarded at hire On-site gym, weight room, locker room Augment your education with tuition assistance programs. Professional development opportunities to enhance your career Opportunities to network and connect Lucrative Employee Referral program Delicious Free coffee Warm Philly soft pretzels every Wednesday
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 furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)