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Field Service Technician

Field Service Technician

Ultimate Technologies GroupFishers, IN, US
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Job Description

Job Description

Salary : The Company

Ultimate Technologies Group (UTG) has been ranked by its people as a Best Place to Work for each year it has been in business. This year marks the 7th year in a row, and the first time UTG made it to the top of the list as the #1 Best Place to Work in Indiana for Small & Medium sized companies. Headquartered in Fishers, IN (just north of Indianapolis),UTG is a service-focused commercial audio-visual and information technology services company that provides global virtual communication and collaboration solutions. UTG designs, installs and services its clients wherever they are in the world.

We are asuper-fast-growth company that hires the best talent - a mix of high technical and interpersonal skills. Our team members receive stock ownership, above-market pay, comprehensive benefits including medical, dental, 401K with match, and the opportunity for extensive personal and professional growth. Visit us at https : / / www.linkedin.com / company / ultimatetechgroup /

The Role

We are seeking a skilled and dedicated Field Service Technician to join our technology company specializing in Information Technology (IT) and Audio-Visual (AV) solutions. The ideal candidate will play a crucial role in supporting the service team and addressing complex service issues in the field. This position requires a strong technical background, excellent problem-solving skills, and the ability to work independently and collaboratively with clients and internal teams.

Location : This is a hybrid role based out of Fishers, IN. This role requires travel to client sites to offer break-fix repairs and troubleshooting.

Hours : Monday-Friday, 8am-5pm

Travel : Local travel throughout Indiana is frequent. Occasional out-of-state travel may be required depending on client needs. A company van will be issued to the technician, and gas paid for by the company.

Responsibilities

  • Technical Support : Perform on-site repair of audio-visual equipment by diagnosing and determining the proper repair.Investigate, troubleshoot and resolve (in real-time) issues brought to you by clients related to their audio-visual equipment.
  • Installation and Maintenance : Perform installation, configuration, and maintenance of IT and AV equipment and systems.
  • Customer Interaction : Engage with clients to understand their needs, provide solutions, and ensure customer satisfaction.
  • Documentation : Maintain detailed records of service activities, including issue resolution, equipment maintenance, and client interactions.Document the service call resolution in our ticketing database (HubSpot).
  • Training and Guidance : Train and guide clients on the proper use and maintenance of IT and AV systems.
  • Quality Assurance : Ensure all service activities meet quality standards and comply with industry regulations.
  • Preventative Care : Perform annual preventative maintenance check and requested training for clients whove purchased our Ultimate Care contracts.
  • Ticket Management : Complete and close Tickets in a timely manner, maintaining company KPIs.
  • Communicate with OEM on unresolved issues with audio-visual equipment.
  • Obtain return merchandise authorizations (RMAs) from manufacturers on unrepairable products.
  • Communication : Exercise effective listening and communication skills with technicians, office staff and clients.
  • Vehicle Responsibilities : Maintain company vehicle, inventory, and equipment.
  • Work Hours : Work extended or modified hours during special events and holidays to provide adequate support for our clients.
  • Crosstrain with Service Care Center to cover when needed

Competencies

Must-Haves

  • Bachelors Degree
  • Industry Experience : Minimum of 3-5 years of experience in field service within the technology sector, with a focus on IT and AV products.
  • Technical Support : Proven experience in providing technical support and troubleshooting complex issues.
  • Customer Interaction : Experience in engaging with clients and providing high-quality customer service.
  • Ability to obtain AVIXA CTS Certification within 90 days
  • Ability to reliably commute to client locations
  • Sitting required for up to 90% of the daily work schedule.
  • Operating a computer keyboard for up to 90% of the work time.
  • Viewing a computer screen for up to 90% of the work time.

    • Nice-to-Haves

  • Bachelor's Degree in Computer Science, Information Technology, or related field is preferred.

    • Soft Skills

  • Attention to Detail : High level of attention to detail and accuracy in service activities and documentation.
  • Problem-Solving : Excellent analytical and problem-solving skills, with the ability to troubleshoot complex issues in the field.
  • Communication : Strong verbal and written communication skills, with the ability to communicate technical issues to a non-technical workforce.
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    Field Service Technician • Fishers, IN, US