A/V & Network Programmer

A/V & Network Programmer is responsible for end-to-end troubleshooting, assessment and resolution of issues related to a customer’s Audio/Visual system(s) and network integrations/smart homes. They will also provide support, preventative maintenance, and end-user training. They will adapt as needed to a variety of roles including Managed Services (dedicated client support) and Dispatched Services. They are a customer-facing representative and possess excellent customer service skills, a strong technical aptitude, and an ability to diagnose & solve complex problems.

Pay expectation: $18-$30/ hour depending on experience

Overtime eligible

Responsibilities and Duties:

• Provide exceptional AV service and support to customers across a variety of industries.
  
• Provide end-to-end troubleshooting and resolution of complex technical issues related to a client’s integrated AV systems (audio systems, video systems, networks, signal-management systems, control systems, etc.)
  
• Assistance, coordination and support of customer meetings/events/townhalls that involve the use of mixing boards, scripted content/presentations, speakers, discussion panels and audience participation (See Qualifications & Skills below).
  
• Mentor and assist other service technicians with troubleshooting of more complicated issues.
  
• Engage and collaborate with internal PPI engineers, programmers, project managers and Sales team to resolve complex technical issues that may require new design or retrofit.
  
• Perform Preventative Maintenance on AV systems per industry and manufacturer best practices.
  
• May occasionally need to perform room checks for assigned client(s), both remotely and/or onsite.
  
• Initiate and follow up on RMAs for defective equipment and replacement products.
  
• Attend & participate in daily Service Team meetings.
  
• Ensure Service Call status is kept current and customer-facing.
  
• Provide organized and continuous client training to help drive the client’s adoption of AV technology.
  
• Maintain customer manuals, drawings & as-built schematics when design has changed as a result if service & support.
  
• Represent in Managed Services (dedicated onsite support) roles, when needed.
  
• Transition & grow between roles as the needs of the department change.
  
• Understand Service business model and recognize opportunities to drive revenue growth.
  

Qualifications and Skills:

• Certified in ELAN, Biamp, Q-SYS and IP Networks.
  
• Network experience (Network+ and/or CCNA preferred).
  
• CTS certification.
  
• Advanced-level understanding of signal flow and control systems.
  
• Experience with AV-related programming languages & methodologies.
  
• Ability to articulate technical ideas and issues to a non-technical audience.
  
• Experience with cloud-based service providers and virtual meetings (i.e., Zoom, Microsoft Teams, etc.).
  
• Willingness to occasionally work outside of traditional business hours and respond to urgent situations when they occur.
  
• Willingness to travel (up to 20%).
  
• Literacy in Windows and Mac operating systems.
  

Preferred skills:

• 5+ years of relevant experience.
  
• Proven expertise in design, integration, and programming of AV systems.
  
• Proven experience in troubleshooting complex AV systems.
  
• Project management experience is a plus.
  
• Ability to read & update technical drawings/schematics.
  
• Ability to work independently.
  
• Ability to stay calm under pressure yet act with a sense of urgency.
  
• Excellent communication skills, both verbal and written.
  
• Must possess strong organizational, efficiency and detail-oriented skill sets.
  
• Professional presentation and demeanor.
  

Benefits:

Health insurance stipend up to $400 each month

Dental insurance

401(k) matching

Paid time off