About this role
Cenero is looking for a Technical Service Engineer Manager to assist our growing service department. Reporting to the Director of Managed Services, this position serves as an escalation point for high-level technical issues and provides guidance in identifying root causes to resolve issues. Possessing the ability to triage and prioritize multiple issues by importance and/or shortest time-to-resolution, he/she will have an in-depth knowledge of AV/VTC systems, hardware, configurations, and design, as well as the ability to know when it is necessary to escalate an issue. In addition to providing technical direction and being a point of escalation, the Technical Service Engineer Manager oversees the day-to-day operation of Cenero’s Service NOC to ensure tickets are progressing, tasks are assigned/reassigned as necessary, and maintains Cenero’s high, service-level standards.
Job Responsibilities include:
Provide leadership and guidance to Technical Service Engineering (TSE) staff to keep them motivated and help them achieve individual and team based performance goals.Support the TSE staff in providing outstanding client service.Required to work in the office to ensure that the goals of the company and the team are being met.Delegate work assignments effectively to meet service goals.Monitor dashboards to ensure tickets are being addressed within proper timeframes and phones are being handled sufficiently.Develop and continually update training material for new and existing Help Desk staffDevelop and Enforce procedures to ensure high level of service experience to customers.Determine performance enhancement programs to keep the staff technically sound and updated to enhance productivity.Participate in performance evaluations, appraisals, and training needs.Participate in the hiring of new candidates.Ensure that time sheets and expense reports are accurate and submitted in a timely manner.Utilize in-depth knowledge of AV/VTC systems to diagnose and resolve issues that require escalationTroubleshoot issues to resolution and, when necessary, clearly provide all relevant information to the proper escalation pointFollow up on issues once escalated to ensure they are being followed through to completionAct as a point of contact for clients when issues require a higher level of attentionCreate documentation that can serve as a technical resource for others to use as necessaryStay on top of emerging technologies as they come to market and maintain a knowledge base of their usage, features, shortcomings, and implementationProduce and analyze Service Team metrics to review performance and look for areas of improvementReview and approve Service related invoices and quotes for finance teamAct as a primary point of contact for TSE team in working with Engineering, Programming, Design, and OperationsOther responsibilities as necessary or assigned.
3+ year’s prior experience in managing a team (e.g.: Customer Service, Call Center, or Technical Team).Applicable industry and manufacturer certifications and training are preferred (CTS, Biamp, Crestron, Extron, Polycom, Cisco, QSC, etc.).Experience participating on and leading process improvement initiatives.Prior industry field experience in commissioning systems, field support, and/or programming.Prior Supervisory / Management experience is a must.Must be a self-starter with the ability to work independently or part of a team.Strong time management, prioritization and analytical skills.Knowledge of various types of audiovisual and related systems including switchers, projectors, DVD / Blu-ray players, displays, microphones, speakers, etc.Knowledge of videoconferencing and audio conferencing systems.General Knowledge of ISDN, T1/E1, Ethernet and H.320, H.323 and SIP protocols.General knowledge of TCP/IP networking, switches, routers, firewalls.General knowledge of computers (Windows based) and office software.Bachelor’s degree from a four-year college or university in an appropriate field; 5+ years of related experience and/or training; or equivalent combination of education and experience.Audiovisual installation and venue/event management experience is preferred.Applicable manufacturer trainings and certifications are preferred.
Full benefits and competitive salary package based on experience.
All your information will be kept confidential according to EEO guidelines.