Service Technician

Job Description

Job Description

Salary : The Company

Ultimate Technologies Group (UTG) hasbeen rankedby its people asa BestPlace toWork for eachyear it has been in business. This year marks the 7th year in a row, and the first time UTG made it to the top of the list as the#1 Best Place to Work in Indiana for Small & Medium sized companies. Headquartered in Fishers, IN (just north of Indianapolis),UTG is a service-focused commercial audio-visual and information technology services company that provides global virtual communication and collaboration solutions.UTGdesigns,installsand services its clients wherever they are in the world.

We are asuper-fast-growthcompany that hires the best talent - a mix of high technical andinterpersonal skills. Our team members receive stock ownership, above-market pay, comprehensive benefits including medical, dental, 401Kwith match, and the opportunity for extensive personal and professional growth. Visit us athttps : / / www.linkedin.com / company / ultimatetechgroup /

The Role

We are seeking a skilled and dedicated Service Technician to join our technology company specializing in Information Technology (IT) and Audio-Visual (AV) solutions. The ideal candidate will play a crucial role in supporting the service team and addressing complex service issues via phone, remote monitoring, and / or in the field. This position requires a strong technical background, excellent problem-solving skills, and the ability to work independently and collaboratively with clients and internal teams.

Location : This is an onsite role that travels between our Fishers office and client sites depending on the service need.

Hours : Monday-Friday, 8am-5pm

Responsibilities

• Client Support : Provide client support by communicating via phone, email, video conferencing, or in-person to address service-related issues.
• Technical Support : Troubleshoot audio-visual equipment by diagnosing and determining the proper repair. Investigate, troubleshoot and resolve (in real-time) issues brought to you by clients related to their audio-visual equipment.
• Installation and Maintenance : Perform installation, configuration, and maintenance of IT and AV equipment and systems.
• Customer Interaction : Engage with clients to understand their needs, provide solutions, and ensure customer satisfaction.
• Documentation : Maintain detailed records of service activities, including issue resolution, equipment maintenance, and client interactions.Document the service call resolution in our ticketing database (HubSpot).
• Training and Guidance : Train and guide clients on the proper use and maintenance of IT and AV systems.
• Quality Assurance : Ensure all service activities meet quality standards and comply with industry regulations.
• Preventative Care : Perform annual preventative maintenance check and requested training for clients whove purchased our Ultimate Care contracts.
• Ticket Management : Complete and close Tickets in a timely manner, maintaining company KPIs.
• Communicate with OEM on unresolved issues with audio-visual equipment.
• Obtain return merchandise authorizations (RMAs) from manufacturers on unrepairable products.
• Communication : Exercise effective listening and communication skills with technicians, office staff and clients.
• Vehicle Responsibilities : Maintain company vehicle, inventory, and equipment (If issues a vehicle).

Competencies

Must-Haves

Nice-to-Haves

Soft Skills