Audio-Visual Field Service Supervisor

At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference – whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations.

Our dedicated teams craft solutions experienced by millions every day including:

• Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA
• Building the first fly pack broadcast system transportable by air - bringing the 2022 World Cup and Super Bowl into homes across the world
• Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, Marriott Marquis LED Display in Times Square, NY
• Empowering and monitoring communication and collaboration solutions within multi-national companies around the globe

Founded in 1993, we’re a global organization serving local needs with associates worldwide. Learn more at onediversified.com and follow us on LinkedIn and Twitter.

What part will you play?

The Field Service Supervisor position requires a strong technical skillset and leverages this experience to support their responsibilities of quality control of Field Services, reviewing technician reports, providing technical support, addressing escalations and if needed- the Prime Technical Onsite Lead to address escalations. This position supervises others but may directly engage in onsite service actions- troubleshooting & resolving issues of AV & broadcast systems located within the following types of environments: business/corporate, government, educational, houses of worship- each may contain- multipurpose rooms, board rooms, auditoriums and command centers to simple huddle rooms.

Field Service technicians are dispatched by our Global Services coordinators in response to service & warranty support requests.

The Field Service Supervisor role is to support Diversified’s efforts to deliver world class service, meet & exceed clients Agreement SLA’s and assist efforts to troubleshoot & resolve issues with minimal client impact. This effort is supported through review of service actions and procedures and direct assistance. 

What will you be doing? 

• Reviewing service technician’s daily service ticket reports, for technical accuracy and alignment with Diversified standards and operational procedures -this includes but not limited to-structure of technical work description, proper ticket statuses, timeliness.
• Review and assess new service requests- this is a daily function to determine and request additional tier support, personal or specialized equipment if required for the technician to be effective
• Technical Support- first point of contact for technical assistance for Field technicians. Evaluate and assist if possible- determine if Tier 2 or programming support is required or further escalation is needed.
• Documentation Support- provide assistance to techs and case managers by locating drawings, program files in addition to the above statement.
• Escalations- first level to assess the issue and next steps to mitigate- work with the case managers and field services team to resolve and, if necessary, escalate to Field Services Director – working collaboratively with Diversified internal teams, third parties and manufacturers to resolve
• Onsite Service action reviews- to review/evaluate technicians skillsets & client interaction-. Ensuring third party technicians are meeting Diversified standards of service delivery
• Projects- work with the project teams- to engage on new technology deployments, Site Walk reviews on newly deployed or pending projects and to recommend to Director if a site review is recommended for Field Service Technicians. Attend project turnover to Field service meetings as needed.
• Document process issues by updating internal reporting system- part of Diversified’s continuing efforts to self-evaluate & improve where possible
• Onsite Service support/Intervention- this requires the ability to use a wide range of test equipment to troubleshoot, verify, document and correct issue to restore client’s system performance
• Provide customers an elevated level of AV field service and support
• Reinforce the client relationship and loyalty with Diversified through correct, decisive actions
• This role requires strong working knowledge in Crestron, Biamp and QSC systems as a core base
• Working with programmers to load updated Control Programming Files and test changes as necessary
• Work with manufacturers to secure return authorizations (RMAs) and/ or parts replacements related to field service tickets
• Provide operational support for meetings and events as required
• Able to read and understand functional design drawings as well as cable riser diagrams and all architectural drawings
• Coax, ethernet and fiber optic cable testing and troubleshooting
• Responsible for maintaining their toolkit, company vehicles (if issued) and material inventories. 
• Responsible for maintaining their personal licenses, certifications and qualifications (some states have specific requirement in this area)

Complexity:

This role requires a high technical background when reviewing technical reports, escalations and regular re-evaluations of service procedures and staff training requirements   

This position will require some onsite work- directly addressing escalations through onsite service actions, site reviews for project turnovers to service, monitoring of onsite work of a technician and providing instruction / guidance to the field service technicians

Decision Making Authority:

This is a supervisory role with senior technical level skills- requires excellent technical and tactical judgement related to service work. This position requires good diplomacy in working with our clients and other key stakeholders to ensure the success of field service delivery.

The Regional Field Service supervisor reports to the Services Director.

What do we require from you?

• High School Diploma or Equivalent 
• 5+ years experience as a Field Engineer 
• Able to concisely, consistently, and appropriately communicate with service, project teams and project managers
• Audinate Dante Level 2
• Crestron 101
• Biamp Forte
• QSC 101 

Preferred:

• Proficient with Microsoft Office 365
• Self-starter and requires little direct oversight to perform tasks
• Experience leading teams
• Excellent customer service skills
• Field installation and/or system design experience
• AVIXA CTS
• Biamp Tesira, Server and QSC Q-Sys Level 2
• Training small to medium sized groups on technical system operation

Travel:

• Frequent travel by car and occasional airplane trips are required.
• Employee must possess a valid driver’s license in their state of residence.
• Employee will be required to use their own vehicle and will be reimbursed for mileage at the current corporate rate.
• Local travel to job sites (within a 2-hour driving distance each way) will make up 70-90% usually but remote travel can be up to 30% of the job at times.
• 10% remote travel is required on a regular basis.

To learn more about becoming part of the Diversified team, visit us at http://diversifiedus.com/about/careers/or email us at careers@onediversified.com.  

Diversified is an equal employment opportunity employer and all aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebrate diversity and encourage people of all backgrounds to apply for available positions.   Individuals needing assistance or an accommodation to complete an application due to a disability, may contact Human Resources at careers@onediversified.com.

Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.