Field Engineer

Job description

Why hitplay?

Everything we do is proactive, smart, and customer focused. We are passionate about building connected experiences that people love. We are a team that supports each other and together we help our customers through the intelligent design, deployment, and support of integrated audio-visual systems. You will have an opportunity to work in a central downtown location and with the biggest and best organizations in Canada.

We are growing rapidly and we are looking to add another amazing Field Engineer to our team.

The Opportunity

You are a champion of building positive customer experiences through delivering dependable, accurate, empathetic technical services. You possess a Swiss army knife skillset that is mostly technical acumen, and part can-do attitude. You are as comfortable with a laptop loading and testing equipment firmware as you are with a tool building a rack. With your breadth of technical knowledge from having been an installation technician, service technician, programmer, field engineer, or designer; building, configuring, and maintaining complex audio-visual systems is what gets you up every morning.

Reporting To

This role reports to the Manager of Technical Operations and/or the Director of Operations

Responsibilities

Field Engineering

• In this role, part of your responsibility will be to prepare systems for in house project work. This includes asset information collection and the implementation of asset management.
• In house build, including AV Racks and Room Systems for stress testing.
• Device configuration and testing. You will be expected to consult with and provide feedback to the SE and IE teams
• Update firmware for all devices in the system (where applicable)
• Configure IP address, hostnames & record information in AV IT sheet
• Assign IP IDs based on list from programmer and label all field endpoint devices
• In house system UX stress testing
• Identify, resolve, and record all system issues during in house testing
• Test pivot datapoints and alerts during in house testing
• Collaborate with programmers to host client Ux demos
• Execute system testing plan
• Coordinate with programmers to manage system commissioning
• Create punch list
• Participate in engineering projects and R&D testing activities as assigned.

Field Engineer – Incident Management

• Provide level 1/2 technical support, both remote and onsite, to troubleshoot client system issues
• Lead the resolution process, architecting the troubleshooting plan and managing communications with internal team members, vendors and the client
• As a Level 1/2 resource, provide technical guidance and mentorship to team members
• Document troubleshooting steps for ingestion in the pivot troubleshooting database
• Manage ticket communications to clients, ticket troubleshooting and progress information, internal notes and time tracking through ConnectWise Manage
• Initiate the RMAs process for defective product and work with team members to ensure replacement equipment is installed
• Build and foster relationships with hitplay's customer base to deliver an exceptional service experience
• In coordination with the Care team, plan and utilize the Loaner inventory to restore service in high profile incidents where service is disrupted

Field Engineer - Managed Services

• Lead Scheduled Maintenance work, remote on-site including system checks, firmware updates and break fix maintenance. Complete maintenance reports for review with the client.
• Execute resident technician duties on site including meeting room support, punch list item resolution and knowledge transfer with the client support team
• Lead testing software, firmware and/or hardware as it relates to vendor fixes or new features being deployed to clients as system upgrades
• Provide event or webinar support as assigned

Vendor Coordination

• Engage with the required vendor technical resources to effectively handle diagnosis and troubleshooting
• Develop and maintain positive relationships with key vendor technical team members

Coordination with Field Engineering/Programming Teams

• When unable to resolve remotely, ensure the field technical resource(s) being dispatched have all the required information to effectively service the customer and diagnose/resolve the issue

Client Relations

• Build strong, long-term business relationships with clients by consistently going above and beyond client expectations
• Be an expert, proactive, and empathetic communicator; both written and verbal
• Embrace live client communication as a first resort, your initial reaction is always to pick up the phone or have a face-to-face conversation

Managed Service Client

• Manage the technical aspects of the service ticket database; including but not limited to – technical reporting, capturing, and recording of relevant technical notes/data, and ensuring a successful ticket hand-off.
• Follow up through a combination of surveys and phone calls, after Care services have been delivered, including service calls, event support, resident technician services and scheduled maintenance to obtain client feedback
• Participate in Care meetings providing insights on the open ticket backlog and escalating challenging tickets
• Host and lead QBR meetings with key customers
• Be responsible for hosting review meetings 60-days prior to contract renewal dates to drive contract renewal

Tracking and Reporting

• Become a champion user of ConnectWise, our ERP, and the other software within our stack
• Track and allocate time accordingly daily
• Complete end-of-day, task completion, end-of-project, and other reports as assigned by your manager.
• Complete the technical closure report when tickets are closed in a timely manner, outlining the precise diagnosis, steps take, what the resolution was, and any recommendations to the client to prevent the issue from occurring again.
• Ensure accurate time reporting and invoicing from internal and external resources to maintain ticket-level profitability objectives.
• Utilize the tools provided to deliver consistent and exceptional customer experiences, these include but are not limited to – initial triage and diagnostics survey, work order dispatch order, end of day reports, and ticket closure reports
• Create or review service ticket 4D report and ensure completeness before ticket close out
• Adhere to all required SLA metrics
• Other duties as assigned by your manager

Capabilities Development

• Develop basic programming knowledge of Crestron SIMPL, SIMPL+ and SIMPL# programming languages to interface with the engineering team
• Advanced knowledge of IP Networks and troubleshooting
• Knowledge from key AV Vendors including but not limited to Crestron, Biamp and QSC, Extron etc.
• Expertise with the user experience for leading UC platforms: Cisco WebEx, Microsoft Teams, Zoom

Compensation Model and Opportunities

Compensation is a combination of base salary and a bonus program tied to the achievement of role specific KPIs, 360-degree feedback, and the achievement of corporate financial objectives. There are multiple career path's available for Field Engineer depending on your passions, desires, and capabilities; these can include but are not limited to UC/Networking Engineer, Solution Engineer, Account Manager, Technical Services Manager, Project Manager, Manager/Director of Field Engineering.

What You Bring

• Deep technical expertise in all aspects of integrated audio-visual systems from having been a technician, field engineer, programmer, or system designer
• Exceptional written and verbal communication skills with a unique ability to connect and empathize with clients
• A passionate curiosity in getting to and solving challenging technical problems with limited information
• Ability to read, decipher and update Audio Visual line drawings and scope of works documentation
• Expertise with major equipment manufacturers (including but not limited to - Crestron, Poly, Logitech, Microsoft, Cisco, Zoom, Shure, QSC, Biamp, etc.). Manufacturer certifications are highly desired.
• Knowledge of major UC platforms, including but not limited to – Microsoft Teams, Zoom (Desktop and meeting room experience), Cisco WebEx, etc. with related certifications
• Networking understanding, capabilities, and certifications
• Audio-visual manufacturer certifications are highly desired, if you do not hold these you have a willingness to complete within the first 6 months
• Some programming skills/knowledge/experience is nice to have and highly valued.
• CTS designation is nice to have
• College/University or equivalent experience

Job Type: Full-time

Pay: $45,000.00-$55,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off
• Vision care

Work Location: In person