Broadcasting - Radio - TV
Wireless Manages Others : Not Specified Job Type : Installation - Maint - Repair
Skilled Labor - Trades Education : High School Experience : At least 3 year(s) Post Date : 9/17/2012 Description
BULKTV AND INTERNET JOB DESCRIPTION/SPECIFICATION SHEET
Position Title
Reports To:
Technical Support Manager
Date Written:
Sept. 2012
Account/Location:
BulkTV and Internet
Position Number:
Raleigh, NC office
Written By:
DS
Position Purpose:Provides technical support and acts as primary liaison between customer, vendors, and field service technicians for all commercial repair/service, specializing in Standard Definition headend delivery systems in the hospitality industry.
Nature & Scope
Answer a high volume of telephone calls from customers and field service representatives regarding service requests; keys request into customer service data base, insure prompt closure of all assigned service calls. Dispatches field service or contract service representatives nationwide.
Set up independent contractors as primary or back up service agent for a specific state or metropolitan area; negotiate prices with contract service agents in accordance with established rates; refer any exceptions to rates to manager; request and maintain proof of insurance for contract service agents.
Provide first level technical support for customers and field service agents regarding installation, repair and maintenance of commercial satellite TV headend and distribution systems. Forwards problems that require service visits to field service personnel (through dispatch), escalates more complex technical issues to Tier 2 for assistance.
Process parts orders, RMAs and warranty replacement for customers and service agents. Maintain service department records, files and documents; perform additional administrative and clerical support to manager upon request.
Assist Technical Services Group support services as needed.
Education and Experience Required
H. S. diploma, certificate/diploma in electronic repair with 3 years of experience in a technical service environment or an AA degree with 2 years of equivalent technical experience, additional experience may off-set educational requirements.
Excellent telephone, verbal business communications, conflict resolution and problem-solving skills.
Ability to work on-call weekends on a rotational basis as assigned; overtime as required.
Computer literate with ability to use Windows and Windows based programs as well as other data base programs.
Ability to work independently and handle multiple tasks in a fast paced customer service environment.
Knowledge of satellite television, commercial headends, RF distribution, standard and high definition television systems.
Major Machines, Equipment Used, Computer, phones (headset may be required), fax, copier; programming of television, satellite systems, DVRs etc, company vehicle, Field Strength Meter, Satmeter.
JOB TITLE: Technical Service Representative DEPARTMENT: Service
FACTOR DEGREE POINTS
EDUCATION AND TRADE KNOWLEDGE
H. S. diploma, certificate in electronic repair plus 5 years of technical support/repair experience or AA degree in electronics and 2 years experience
WORK EXPERIENCE
See above
INITIATIVE AND JUDGEMENT
Resolves moderately to highly complex service issues via remote diagnostic means; must be able to follow-up to ensure customer satisfaction; orders parts and provides technical support
MENTAL AND VISUAL EFFORT
Resolves service issues with indirect responsibility for service budget/expenses; customer satisfaction critical as most accounts are large and problems coming to this individual are generally complex and unresolved at field levels;
RESPONSIBILITY FOR GETTING ALONG WITH OTHERS
Internally—primarily with service department here and field service technicians; Externally—primarily with customers and suppliers
MANUAL SKILL
Must have ability to diagnosis complex service issues and resolve via technical support over the telephone with field service personnel; strong computer skills; thorough knowledge of video/satellite/antenna/television equipment; driving record must conform to company standards
RESPONSIBILITY FOR MATERIAL, SERVICE AND SYSTEMS
Responsibility for service on all types of equipment (TVs, ice makers, air conditioners, etc). Key interface for DSS service sales; assigned a company vehicle on occasion
RESPONSIBILITY FOR TOOLS AND EQUIPMENT
Video, TVs, remote programmer, diagnostic equipment
PHYSICAL EFFORT
Some site travel required from time to time; occasional actual hands-on technical work
HAZARDS
Electrical circuits and diagnostic tools could be hazardous if not used appropriately; other hazards nominal
SURROUNDINGS/ENVIRONMENT
Office
CHARACTER OF SUPERVISION RECEIVED
Direct report to Technical Service Mgr.; independent, technical consultant
CHARACTER OF SUPERVISION GIVEN
Indirectly directs service agents all over US; direct technical support to field personnel in complex technical repair situations
UPDATED 09/17/12
Job descriptions are not meant to be all inclusive. Additional duties and responsibilities are assigned as necessary.
Interested candidates please apply to:
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