News
Company: Solotech
Founded over 40 years ago, SSE Audio is a recognised around the world as a leading player in pro-audio and live entertainment services with three locations in London, Birmingham and Manchester. Now, as part of Solotech Worldwide, Solotech is looking to expand its team to grow as a leader for audio, video, lighting, rigging, and integration services.
Working at Solotech means working with bright and innovative people every day. Our talented employees enjoy an environment that fosters success and professional development, as well as the support of seasoned industry experts. Our expertise is recognised around the world thanks to our employees’ passion and dedication to providing unique experiences to customers.
Under the supervision of the service manager, The Service Engineer is responsible for maintaining lasting strong customer relationships through the identifying, investigating, coordinating, and resolving problems with audiovisual equipment directly on the clients premises. The service engineer will also support the administrative team with executing preventive maintenance plans, as per the service plans and service calls.
Responsibilities:
- Listen to and understand customers’ needs
- Provide technical service to customers through multiple channels (phone, email, internet request or in person) with courtesy and professionalism in order to meet their expectations in a timely manner
- Identify and investigate the problem on the client’s site
- Present the solution to the client
- Provide technical support over the phone (sometimes) to customers and technicians to help them resolve problems
- Document the work that was carried out in the ticketing tool
- Update customer and internal documentation at Solotech, in accordance with the modifications made on site
- Responsible for producing operation and maintenance manuals for projects
- Purchase tools
- Provide recommendations and execute the maintenance and the replacement of parts
- Develop excellent business relationships with clients:
- Act as a strategic advisor to customers
- Ensure satisfaction by being proactive to their needs
- Collaborate with different suppliers and/or departments to ensure the best possible customer service
- Provide support for selling service contracts to our existing and new client base
- Execute small installations (camera, PMV, TV screen, cable passage, loudspeaker, etc.)
- Perform the service in accordance with industry and Solotech and standards
Skills & Experience:
- Hold a diploma in the audiovisual field or equivalent experience (3 to 5 years of experience)
- Be mobile to visit different clients’ sites
- Knowledge of consumer and commercial sound, video projection and lighting equipment
- Have a basic knowledge of digital audio processing systems (QSC, Dante, Soundweb, Yamaha), home automation systems (Crestron, AMX), videoconferencing (Poly, Logitech, Zoom, Teams), and lighting systems (DMX, ETC, Strand)
- Knowledge of networking
- Knowledge of the Microsoft Office suite
- Fluency in English, both oral and written
- Hold a valid driver’s license
- Hold a valid passport (an asset)
- Be available and open to work on a typical schedules, depending on the project (early in the morning or in the evening as per the client’s needs)
- Have completed a working at height training (an asset)
- Interpersonal skills and ability to communicate directly with the client
- Provide excellent customer service
- Enjoy teamwork and collaboration
- Strong priority management skills and respect of tight deadlines
- Strong ability to work under pressure and ability to adapt to change
- Demonstrates autonomy and resourcefulness when working with little information
- Membership of ISCVE an advantage
To apply
Please send your CV to Human Resources at hr@sseaudio.com.
