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AV Field Support Ninja

Video General, Inc.

Location: Client Sites in DFW and Surrounding Areas

Reports to: Service Department Manager

About Video General, Inc:

Since 1982, we’ve been passionate about great home technology services design. From home theater experiences to complete control of all home technology products and services through a single app, we make it easy for our high-end residential clients to focus on their family time at home, and not on the technologies behind the scenes. Our services include audio/video distribution, home automation/controls, lighting controls, high performance networks, and monitored security services for peace of mind. We’re looking for like-minded individuals passionate about technology to expand our team.

Position Overview:

This position is responsible for ensuring high-end residential clients receive superior service in a helpful, efficient manner by providing exceptional technical delivery and seamless communication. In addition, fielding client inquiries and resolving client complaints. They also provide system training to clients, discuss technical aspects about a system or equipment when appropriate, and recommend upgrades when necessary.

Essential Duties and Responsibilities:

  • Consistently respond to clients within a designated timeframe, and manage time to ensure daily schedule kept on track
  • Responsible for the seamless technical performance and attractive cosmetic appearance of the equipment and system on each completed service call
  • Manage the field level service process and communicate with the team to get the project complete and/or problem fixed in a discreet, clean, and flawlessly functional state
  • Track time, details, and perform tasks outlined in workorders
  • Identify and recommend equipment upgrades based on client needs
  • Maintain knowledge of new equipment and services, frequent bugs, and continue education on the product lines installed and supported by the company
  • Ensures all new projects are totally complete and ready for commissioning by having direct involvement in the last stages of project completion
  • Provide and present training to each client on all newly completed projects
  • When necessary coordinate the work of necessary internal technical resources (programmers, IT specialists, etc.)
  • Work with company and service manager on consistent outreach programs to clients
  • Uphold company standards and best practices

Skills and Abilities Preferred:

  • A minimum of 5 years’ experience with audio/video, residential automation and control systems projects
  • Ability to diagnose/troubleshoot/resolve service issues related to integrated AV Systems
  • Proficient with AV signal flow, equipment functionality and configuration
  • Experience with installing, testing, and commissioning custom AV control systems
  • Proficient with various cable terminations including Fiber/RG6/Cat6/Compression/Solder/ etc
  • Comfortable with interacting and understanding clients’ needs and managing expectations
  • Familiarity with at least 3 of the following product lines including Elan, Savant, URC, Sonos, Lutron, Araknis, Unifi, OVrC, and BlueBolt
  • Foundational understanding of networking concepts, products, and configuration
  • General knowledge of residential security and access control systems
  • Basic understanding of electronics and conversion formulas (amps, watts, volts, resistance, etc)
  • Well organized, detail oriented, high energy, and self-motivated with initiative to meet deadlines and self-manage
  • Strong verbal and written communication skills
  • Positive attitude with a commitment to offering top-notch customer service
  • An independent thinker and problem solver
  • High school diploma

For the security of your personal information, please verify any Video General job posting at videogeneral.com/careers before applying.