Av & IT Service Coordinator

Design Electronics is widely known for providing the best in cutting-edge custom installations and employing the latest technologies from notable brands who offer audiovisual, lighting, control, and security system products. Our projects are delivered on time, on budget, with unmatched service.

We are headquartered in Niagara Falls, Ontario. Our 30,000 sq. ft. research and development and custom-fabrication facility houses a dynamic team of sales professionals, system designers, certified technicians and engineers, and installers.

We offer a complete turn-key service, ensuring seamless integration over every entire installation process and guaranteed customer satisfaction. Our team has vast experience in the industry, and our technical team has an impressive list of specialized certifications. We have InfoComm Certified Technology Specialists (CTS), Crestron Master Programmers, Savant Programmers, and Certified Surveillance System Installers/Technicians, and several of our professionals have Crestron Designations and Lutron Certifications.

**_About the Role_**
Reporting to the Service Manager, the **AV & IT Service Coordinator** will be responsible for supporting the Service Team, with a key focus on facilitating and managing customer requests and tickets. The key focus of this role will be triaging and assigning incoming tickets in the company’s ERP system, including scheduling resources for both remote and onsite service work, as well as managing preventative maintenance schedules.

**Type**:Full Time | Permanent

**Schedule**:Day Shifts | Available from 7am-7pm

**Hours per Week**:40 hours | 8-hour shifts

**Education**:Highschool (required) | College (preferred)

**_Why Join Us?_**
- We are a family-based environment, with an experienced team of audio-visual professionals.
- We offer an opportunity for career growth and professional development.
- Located in the beautiful Niagara Region, Ontario.

**_What We Offer You_**
- $25 to $30 per hour, commensurate with experience.
- Performance-based incentives and bonuses.
- Competitive health benefits.
- Opportunity for career growth and professional development
- Discounts on personal electronics purchases.

**_Your Impact_**
- Create, triage, and manage ticket flow in the ERP system.
- Accurately log tickets and resolutions into ERP system; maintain vigilant maintenance of this process.
- Review and prepare tickets for invoicing.
- Prioritize work orders according to severity.
- Coordinate RMAs for service contract customers.
- Coordinate resources, products, and logistics.
- Provide technical support and escalation path for key Clients and service team members. 
- Provide support for after-hours Technician on Call Program. 
- Maintain and file all repair records, reports, and other documents as required.
- Recognize and escalate deeper and more complex issues when necessary or other appropriate personnel.
- Monitoring performance of Advanced Remote Support Team, providing feedback for learning or coaching opportunities to the Service Manager.
- Perform other duties as assigned based upon business need.

**_About You_**
- High school diploma or GED is required.
- Technical degree, certifications and experience with networked systems, home & office control/automation, audio video, surveillance, and access control products an asset.
- Crestron, Control4, Lutron and access control experience an asset.
- Operation and Management of ticket-based ERP systems.
- Proficient working skills with Microsoft Office Products.
- Superb customer service and solution oriented.
- Strong organizational and communication skills.
- Must hold a valid G-level Ontario driver’s license.
- Bondable and have a clean record for Level 3 security clearance.
- Ability and will to meet challenging deadlines.
- Ability to manage confidential information with tact and diplomacy

**_How you Join Us_**

Design Electronics is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of the applicants under _the Ontario Human Rights Code_ and the _Accessibility for Ontarians with Disabilities Act (AODA)_ throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.

**Salary**: $25.00-$30.00 per hour

**Benefits**:

- Health insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- On call

Supplemental pay types:

- Bonus pay

**Education**:

- High school or equivalent (required)

**Experience**:

- Customer service: 2 years (preferred)
- Audio / Video: 2 years (preferred)

Work Location: One location