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DVLED Field Service Engineer

K-WAV
Email

Job description

The DVLED FSE will act as an escalation point for field service technicians working on behalf of our clients and integration partners. This position will also provide support to customers via email, telephone, and in-person to troubleshoot and repair DVLED display products. Serve as a "front-line" representative of K-WAV in the field to clients, vendors, and other partners. dvLED FSE is responsible for building K-WAV’s ability to QC, install, diagnose, troubleshoot and repair electronic and electrical equipment used in the events production and AV integration industry. This individual will have experience repairing electronics with the ability to solder electrical components and circuit boards. Primary duties will be to establish, monitor and maintain all technical processes capabilities and resources for LED Technologies as needed to advance the objectives of the company including but not limited to quality control, maintenance and repair equipment in our warehouse, installation of products in both the live event and integration markets.

KEY RESPONSIBILITIES

  • Provide technical support for customers via email, telephone, and in-person to troubleshoot and repair DVLED display products
  • Performs on-site installation, service, modification, and repair of dvLED equipment including Ordering and installing parts.
  • Support the sales team with pre-sales and post-sales processes
  • Maintain a service log of all cases in our Customer Relationship Manager (CRM)
  • Document all work, incident status, and solutions in incident database tools. Ensure completeness and accuracy of RMAs and service tickets and address all queries within the agreed upon service-level agreement (SLA).
  • Troubleshoots equipment problems.Maintain knowledge base, SOP and all support documents and update as required
  • Act as an escalation point for field service technicians working on behalf of our clients or integration partners
  • Provide product development team with customer feedback to help identify potential new features or products
  • Assist with trade show and event preparation, setup, and dismantling
  • Assist warehouse staff with logistics as necessary
  • Participate in or lead special projects and day-to-day operations as needed, including site visits to alternate locations for customer requirements

Requirements:

  • Bachelor's Degree in Engineering (Preferably Electrical)
  • Strong understanding of project specifications and blueprints
  • Soldering/Repair experience on PCBs, computer electronics, micro chips
  • Strong hand-soldering skills
  • 1 year of LED repair experience
  • 2 years of repair experience within the AV/LED industry preferred
  • Strong written and verbal communication skills
  • Ability to multi-task in a fast-paced environment
  • Ability to communicate quickly and effectively
  • Ability to work in a high stress, rapidly changing environment
  • Solutions-based, team player with a positive attitude
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills

Candidate should be:

  • highly motivated and self-driven
  • strong process oriented thinker
  • organized, detailed, goal driven, and achievement oriented
  • able to critically evaluate and question data and plans
  • able to think strategically and tactically
  • comfortable with a highly dynamic and changing work environment
  • competitive, strong desire to “win”Computer-literate and technologically oriented.
  • Familiar with the Windows operating system.
  • Demonstrate openness and ability to learn quickly and easily adapt to shifting priorities in high pressure, deadline-driven environments.
  • Possess physical stamina and be comfortable working at higher elevations (ex. 40+ ft climbs).

Eligibility Requirements

  • Must have unrestricted work authorization to work in the United States
  • Must be 18 years or older
  • Ability to work varied shifts, including weekends and holidays
  • Available to travel as required
  • Knowledge of LED displays and/or audio-visual systems is a plus, but not required.

Physical Requirements

  • Mechanical aptitude, manual dexterity and ability to lift/carry objects up to 50 pounds is required.
  • Must be able to stand for extended periods of time
  • Ability to assist with loading and unloading equipment into trucks
  • May require bending/stooping/crawling/climbing.
  • May require the use of Personal Protective Equipment.

Travel Requirements

  • Up to 75%

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

 

  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off

 

Weekly day range:

 

  • Monday to Friday

 

Education:

 

  • Bachelor's (Required)

 

Willingness to travel:

 

  • 70-80% (Required)

 

Work Location: On the road