Audio Visual Support Technician

Sensory Technologies
Rochester, NY
Apr 05, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe

Job Description

Onsite Audio Visual Support Technician

Job Description:

The Onsite Support Technician is responsible for achieving superior customer satisfaction at each and every point of customer contact. This person is charged with developing strong client relationships, providing technical solutions, and engaging all our support resources and vendors. This person is also responsible for demonstration of Sensory Technology products and qualifying leads for pre sales. This person is directly responsible for documenting, managing, and maintaining all Audio-visual and Videoconferencing assets. This position works in concert with all Sensory Technologies departments as well as our clients various personnel as necessary.


Front-of-House Support: Ensure that rooms and equipment in your scope are presentable and functional. Ultimately, end user's impressions of these areas dictate our success in a pass/fail fashion.

Customer Care and Documentation: Create and maintain superior customer satisfaction. Provide complete case history documentation and Asset/PM documentation for our clients as well as our company.

Traffic Management: The ability to open and close trouble ticket with rapid customer follow up.

Resource Coordination: Work to ensure ample and appropriate Technician coverage as well as cross-departmental support for resolution of client's requests.

Skill Set:
  • CTS certified preferred
  • Forward thinking diligent and efficient at multi-tasking
  • Experience with supporting internal and external customers
  • Takes ownership and provides solutions
  • Excellent communication and customer service skills
  • Detail oriented and technically savvy

Reports to: ADOPT Supervisor

Hours: 630am to 3:30pm, hours may vary as job requires, must be occasionally available on-call

Compensation: Hourly, 40+ hours per week

Duties (100%)

Front-of-House Room and Client Support (75%)
  • 55%: Provide concierge services and support for end users as needed
    • Event consulting, planning and coordination
    • Video conference setup and monitoring
    • Space reservation
    • Technology and resource reservation
    • Day-of support and direction
  • 10%: Perform regularly scheduled preventive maintenance and troubleshoot meeting spaces to ensure optimal functionality
  • 5%: Manage, update and assume accountability for event calendar
  • 5%: Assist in fulfilling functions of the Customer Care department as it pertains to the client

Documentation and Communication (15%)
  • 5%: Engage and update staff as needed when their interests are involved
  • 5%: Circulate and compile customer satisfaction surveys and their results
  • 5%: Provide reports to the Director of Customer Service and ADOPT supervisor as needed

Self and staff improvement (10%)
  • 10%: Seek out and take advantage of all available training opportunities

  • Client satisfaction level measured by customer surveys
  • Demonstration of teamwork
  • Flexibility; ability to adapt to achieve individual and departmental success
  • Number of demonstrations of Sensory Technology products
  • Complete documentation of CRM Assets
  • Service department goals as assigned by Sensory Technologies

Company Description
Sensory Technologies is a leading audio-visual, telepresence system, collaboration solutions and digital signage provider offering fully integrated, customized solutions consisting of system design and engineering, equipment procurement, system installation and integration, on-site service, and comprehensive Client Solution Center (CSC) support (Bridging & Cloud Based Services, Hosted Digital Signage, Streaming & Archiving, Asset Management Service, Support & Warranties, On-Site & Remote Diagnostics). Solution Areas: Collaborative Presentation, Virtual Collaboration & Communication, Immersive Collaboration Experience (ICE), Situational Awareness/Command & Control, Content Delivery, Digital Signage, Streaming & Archiving.


Rochester, NY


Tue, 4 Apr 2017 08:23:26 PDT