Senior Service Engineer
Working with the Technical Service Desk Team, this role is responsible for providing and arranging
support to Service & Support Contract customers,
Senior Service Engineers are
expected to guide more junior engineers as well as perform all servicing, maintenance and breakdown
visits. This role also accurately collates and administers callout sheets/records and asset registers for all
contract customer records. Senior Service Engineers are also required to manage offsite repairs and
ensure revisits are completed within the limits of the Service Level Agreement.
Main Responsibilities of the Senior Service Engineer
- Carry out scheduled maintenance visits in line with the Service Contracts level agreement, including
administration of asset registers which must be updated following each preventative maintenance
(PM) visit and fed back to the Service & Support Coordinator. - Provide guidance and support to the Service Desk Supervisor and the more junior engineers, showing
responsibility to the division as a whole - Carry out all service visits as required, with reference to any agreed response time, including timely
completion of Service Report and feedback to customer and Service Desk Supervisor. - Carry out any necessary repair works on-site as appropriate and complete necessary paperwork and
communication with the Service Desk Supervisor. - Liaise with Technical Service Desk Manager regarding all incoming Service Calls logged. Attend
bookings and give feedback to Service Desk Supervisor. - Attend follow up service visits: Document and monitor any outstanding issues and communicate
with Service Desk Supervisor to organise completion within the schedule and to best meet customer
expectations. - Tracking & Reporting: Complete and present your paperwork to the Technical Service Desk Manager
and keep information up-to-date and accurate. - Out of hours cover: Normal working hours are as per contract, with the addition of an out of hours
on call rota requiring service cover 24 hours a day for 7 days, in a period not more than once in 3 weeks in normal circumstances.
At least 5 years' experience in a service engineering role and other experience in the Audio Visual and Technological industry
Degree level education in a practical engineering degree
Ability to work through unfamiliar programmed systems and learn while applying knowledge from similar systems
Have achieved some form of CEDIA accreditation
Proactive approach and able to react quickly and calmly to customer demands
Have achieved some form of Avixa accreditation
Ability to work well independently and provide supervision
of other members of the Service & Support team
Programming skills in Lutron and iLight systems
Must have an excellent understanding of integrated Audio
Visual systems, their maintenance requirements, and the
software and hardware that comprise them.
Attention to detail and methodical in record keeping with meticulous and proven organisational skills
Home location to suit service area
Manage your own work and travel time to meet deadlines and keep to daily schedule
Physically able to complete our service duties which involve manual handling and a daily schedule across multiple sites.
High level understanding of Crestron and AMX Programming. The ability to define a fault as hardware or
software, and make changes to programs and write program code modules