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Summary:

As a Field Service Engineer II, you will install, diagnose, and repair computer and display systems — including Direct View LED and large-format projection environments with proprietary alignment and blending technology. You will resolve technical issues using established tools, processes, and escalation paths, and build trusted relationships with customers at your assigned sites. You operate with minimal day-to-day supervision and contribute to training newer team members.

Responsibilities: 

• Install, configure, and commission computer and display systems, including Direct View LED video walls and large-format projection environments; commission and support proprietary optical alignment and edge-blending systems; conduct customer acceptance testing to verify system performance against specification.
• Diagnose and resolve hardware and software faults across display systems — including LED module/driver board and projector failures, power supply issues, controller faults, and video processor configuration errors — and guide customers through troubleshooting steps using product knowledge and documentation.
• Troubleshoot signal integrity, connectivity, and network issues across video, data, and power distribution systems; identify recurring equipment failures and design flaws, recommending practical corrective actions. Effectively escalate unresolved or complex issues to appropriate internal teams based on issue categorization.
• Oversee preventive maintenance, repair, and hardware configuration of in-house systems.
• Travel domestically and internationally on schedule and short notice for installs and service calls— up to 50% of the time.
• Manage tools, spares inventory, test equipment, and documentation required for field support; maintain accurate service records, site reports, and escalation logs in accordance with established team processes.
• Contribute to installation, maintenance, and training documentation.
• Assist in developing and delivering customer training on system operation and preventive maintenance; train and mentor junior peers during joint site assignments.
• Cultivate strong customer relationships through clear communication and reliable follow-through; manage site-level relationships independently at enterprise and institutional accounts.

Experience:

• 4+ years of hands-on experience installing, servicing, and troubleshooting complex display or AV systems, including independent management of customer relationships in the field.
• Associate's degree in electronics, digital systems, or equivalent experience; relevant certifications (CTS, NovaStar, Crestron, etc.) a plus.
• Formal training in computer systems and peripherals operation, maintenance, and repair is desirable.
• Direct experience with Direct View LED systems and video signal routing and processing strongly preferred; prior experience with manufacturer-proprietary display control or image processing systems a significant plus.
• Familiarity with IP networking fundamentals as applied to AV/display control systems.
• Willingness and ability to travel up to 50% of the time to domestic and international destinations, sometimes on short notice.