SERVICE TECHNICIAN AT CANTARA
Our Service Technicians at Cantara are serious positions of pride and set our team apart. Cantara Techs are seasoned, low voltage technicians who not only have a rock-solid knowledge of networks, control systems, audio/video, and general personal technology… they also truly understand what a client needs and wants. It’s this knowledge base and on-the-job experience that allows you to provide an honest, caring, and overall outstanding customer experience to Cantara’s current and future client base, from day one to those we service year after year.
If this is you, you should have a general “I’ve got this, I know what to do” attitude. You’ll know how to be in the driver’s seat, responsible for executing against a wide range of service tasks and projects you have a bird’s eye view of at all times. But you’ll also be supervising assigned support staff, requesting and managing necessary resources, and working with Cantara’s Concierge to ensure appropriate scheduling for all projects and procurement for all materials needed. So you’ll know that teamwork is the only thing that makes the dream work.
Essential Job Function
Under the direction of the Client Services Manager, the Client Services Technician shall be responsible for executing against a wide range of service tasks and projects and delivering a truly outstanding experience to Cantara’s current and future client base.
Duties & Responsibilities
In compliance with Company policies, procedures, standards, guidelines as well as applicable federal, state, and local law, codes and regulations, the Service Technician shall:
Provide Excellent Customer Experience
Maintain full compliance with the Cantara Dress Code Policy. This will create a faster trust relationship when meeting service clients.
Do what you say. Be the client’s advocate inside Cantara and provide them with honest, timely responses and actions.
Be on-time to scheduled appointments.
Set appropriate expectations. Be confident, and don’t over-promise.
Leave client systems in better working order than before Cantara arrived. Create raving fans of our work.
Observe special client response times and priorities for certain clients as mandated by their service agreement.
Balance client urgency against the necessity to properly plan for a well executed service call.
Reply to communications during the same business day. Make every effort to respond within 4 hours and in the same communication method used by the requestor.
CommunicationMaintain accurate contacts and records of communications and services provided for each supported site.
Create punch lists for services that balance client’s requests with their budget threshold.
Update the Client Services Concierge of daily progress and completion status each day.
Keep supervisors timely informed of all critical service related issues.
ProductivityPerform various advanced level field work
Accurately deliver promised services and effectively set scope/cost expectations with the client prior to performing services.
Keep a productive work schedule; target 4 billable service hours or 6 project hours per work day.
Maintain a stocked work vehicle as to minimize “go backs” from missing essential/basic materials or tools.
Stay on top of Service Administration tasks so not bill clients for multiple trips due to lack of coordination when one trip would do.
Maintain personal tools as specified by the Cantara Standard Project Manager/Installer Tool List.
Maintain and care for special tools provided by the company.
Provide field supervision of assigned Technicians and Programmers.
Duties & Responsibilities (Continued)
Service Administration
Prepare for and attend jobsite and office meetings as required.
Request and manage installation staff as needed to maintain the service schedule
Submit return authorizations and reinstall repaired client equipment.
Work with the Client Services Concierge to request and acquire materials/equipment needed to perform scheduled service tasks and projects.
Maintain records of all deliveries.
Education & Personal Development
Maintain an above average expertise and breadth of knowledge in technologies appropriate to Cantara’s service offering.
Provide on-site mentorship and training of assigned technicians.
Supply his own tools as specified by the Cantara Standard Project Manager/Installer Tool List.
Experience / Education / Licensure
High School diploma, required
Valid California driver’s license
Literacy in Microsoft XP, MS Office 2003 (Word, Excel, Outlook)
At least 3-years prior experience as an installation technician working for a busy A/V Contractor
Work Environment
Job duties are performed in the Company’s offices/warehouse as well as various jobsite locations throughout Southern California.
Physical Requirements
Ability to safely:
Operate a motor vehicle
Operate construction tools including ladders, hand drills, reciprocating saws, hammer, tack hammer, various hand saws, as well as various Audio/Visual hand tools including wire strippers, cutters, low voltage meter in a safe manner in accordance to OSHA regulation
Stand or walk 70% and sit 30% of the time
Lift and carry up to 50 lbs for a distance of up to 30 feet
Visually distinguish between different colors
Detect and retrieve messages over the phone
Bend, reach and retrieve filing
Working at desk using computer (typing and mousing) 30% of the time; roll, unroll, and move blueprints weighing up to 50 lbs. 20% of the time
Work Schedule
40 to 50 hours per week as required to maintain projects with a favorable outcome. Weekends and after hours meetings may be required by clients or other trades.