Customer Success Engineer

Why SVT?

SVT is a value-added distributor of technology solutions and services, providing a premier client experience. Simply stated integrity is our infrastructure. Over 60 years of success in the technology industry has been a direct result of maintaining our core principles. By staying dedicated to our clients, committed to our workforce and loyal to our partners, we have firmly established a best-in-class cornerstone to our existence. Certifications and continuing education are a vital part of our ability to bring the best solutions to our customers. Our team members have clear career and training plans that encourage professional development to benefit themselves and our customers.

In addition, SVT is a member of both the National Systems Contractors Association (NSCA) and InfoComm International. We are currently certified through InfoComm as an Audio/Video Solutions Provider at the Emerald level. Other affiliations include Media Communications Association-International (MCA-I) and American Institute of Architects-Professional Affiliate (AIA-PA).

Summary of Functions

The Customer Success Engineer manages all onsite service cases for the customer. They are the focal contact for issues that arise with the customers audio visual systems and technology. The CSE will record all issues that exist in the Pro-Tech ticketing system and will respond to correct the problems that arise. The CSE will function as a liaison between the customer and Pro-Tech and will deliver a premium customer experience to the end users.

Duties and Responsibilities

  • Works as part of Pro-Tech team to meet deliverables.
  • Takes part in on site orientations and meetings; assures that established policies and procedures are followed.
  • Promptly reports all on site issues brought to them and provide resolutions when possible.
  • Promptly reports all onsite issues that cannot be immediately resolved to the service department.
  • Ensures that any assistance needed from an engineer or programmer is promptly requested and sourced.
  • Maintains outstanding communications with the site contact to ensure status of issues are prompt and customer understands current resolution status.
  • Performs other project duties as required.
  • May require travel to headquarters for training and leadership visits.
  • Paid on call and after-hours customer support on rotation to ensure continued client satisfaction.  On call/after-hours support will be directed by your supervisor.[GMK1] 

ORGANIZATIONAL RELATIONSHIPS

Reports directly to the Customer Experience Manager.

QUALIFICATIONS

A high school diploma or GED is required; At least five years prior experience in AV Integration. Excellent communication skills and the ability to collaborate well with people are essential. Good leadership skills required. Experience with on-site project management is highly desirable. Desire someone with a high attention to detail and extreme sense of urgency.

PHYSICAL DEMANDS

Ability to communicate orally with management and other co-workers is important. Regular use of audio, video, telephone, and e-mail for communication is essential. Standing or sitting for extended periods is common. Hearing and vision within normal ranges is important for conversations, to receive ordinary information and to prepare or inspect building plans, blueprints, and drawings. Heavy lifting will be required. Exertion of up to 50 lbs. of force occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculator, copiers, and FAX machines or measuring tools is required. Able to understand and utilize architectural or engineering drawings, utilize financial reports and legal documents to conduct business. On site installations can take place out of normal business hours and for days exceeding eight hours per day.

WORK ENVIRONMENT

The job is performed indoors in a traditional office setting. Activities include extended periods of sitting and extensive work at a computer and/or calculator.

 [GMK1]I would word it at “Paid on call and after-hours customer support on rotation to ensure continued client satisfaction. On call/ after hours support will be directed by your supervisor.