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    Service Engineer - Phoenix, United States - Record Group

    Record Group
    Record Group Phoenix, United States

    5 days ago

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    Description

    Location:
    Hybrid; Phoenix AZ or Boston MA

    Reports To:
    Service Engineering Manager

    Position Summary:


    As a Service Engineer, you will play a key role in enhancing the customer experience by helping our clients utilize our FTR products and solutions.

    This role is responsible for escalated front-line customer service involving recording products remotely and onsite.
    Primary Role Accountabilities


    Conducts proactive and reactive support and maintenance of installed audio visual (AV) and video conferencing (VC) systems and components remotely and or at designated customer sites.

    Diagnose and resolve technical hardware and software issues involving FTR and other products.
    Responsible for maintaining and operating audio equipment used in the recording and distribution of multi-channel audio and video.

    Advanced troubleshooting problems and repair of equipment such as digital audio recorders, audio systems, microphones, audio mixers, DSP processors, associated cabling, and other multimedia equipment.

    Troubleshoot older equipment such as Extron, Creston, Biamp, and Williams Sound devices.
    Keep accurate and timely reporting using FastField Forms and maintain updates in the ServiceNow case management system.

    Maintenance of asset register for AV related equipment owned in various client installations as well as management of portable recording and conferencing equipment.

    Excellent customer relationship and troubleshooting skills, resolve escalated support requests in keeping with Service-Level Agreements (SLAs) for external and internal customers.

    Provide regular progress updates for current and outstanding incidents or project tasks.
    Develop and refine hardware and troubleshooting documentation for knowledge base articles.
    Essential work experience, qualifications, and skills


    Adapts and thrives in a performance orientated culture using collaboration across the organization to help solve problems while exceeding customer expectations.

    Minimum of 2 years hardware, audio, audio visual and/or digital audio skills and qualifications.
    Formal training with installed AV systems with understanding of addressing issues specifically video over IP.
    Basic understanding of audio concepts such as how an amplifier, microphone, and other common courtroom hardware component's function.
    Has experience installing hardware or cabling such as mounting displays or video conferencing systems.

    Able to demonstrate soft skills which includes active listening, attentiveness, clear communication, persuasive speaking, ability to use positive language, confidence, good body language, patience and self-control and ability to empathize.

    Ability to ensure consistency of standards/procedures and promote efficiencies.

    Highly detail-orientated when documenting information accurately such as recording time and activities within a Service Desk system, working to SLAs.

    Experience in IT or PC capability troubleshooting issues.
    Experience working within Court Administrations and users of varying technical knowledge levels.
    Position holder will be required to consistently lift over 50lbs and bend/reach for tools and equipment. Work site may require ability to navigate stairs, ladders, and confined spaces.
    Travel may be required as needed up to 25% of the time.
    Occasionally be available after hours when required to support teams and operational issues as needed. Ability to be on-call in the event of emergencies or as needed.
    Possesses reliable transportation as interstate travel may be required using a valid driver's license.

    Salary Range:
    $75,000-80,000
    About Us

    For the Record is a global leader in digital recording, cloud-based record storage, and
    technological solutions for the legal justice system. Our groundbreaking innovations include a
    centralized online, court record management platform and real-time speech-to-text transcription software. Since 2020, For The Record has grown exponentially to meet demand for courtroom modernization around the world. Our solutions now promote access to justice in more than 30,000 courtrooms across 71 countries. We offer an enviable work culture, an environment that inspires employees, and incredible opportunities for advancement and training.
    Equal Opportunity Employer, including disabled and veterans.

    #J-18808-Ljbffr
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