Cenero employees are truly empowered to innovate at every level, in every function. We hire high energy activators, that aren't afraid to leverage their passion and expertise. And we're agile, which means you can make a difference with your career, while learning, growing and having fun!

OPPORTUNITY SUMMARY

The On-Site, Senior Service Engineer in Philadelphia is responsible for delivering on-site service, maintenance, troubleshooting, and technical support for audiovisual systems within a virtual environment. This state-of-the-art classroom technology offers a classroom experience that closely mirrors in-person interactions, enabling instructors to engage more directly with virtual students. Features like real-time facial expression tracking, interactive polls, content sharing, and easy collaboration help enhance participation and encourage deeper engagement. This On-Site Senior Service Engineer ensures optimal system performance, minimizes downtime, and provides a high-quality user experience for all AV-enabled events and operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES.

• Provide on-site support for audiovisual, videoconferencing, and IT systems

• Diagnose, adjust, and repair audiovisual, videoconferencing, and IT-related systems

• Configure and deploy equipment for various applications as necessary

• Provide end-user support including concierge system assistance and meeting support. Develop a professional environment that includes rapidly building technical credibility with the Client while providing exemplary Customer Service that Cenero is known in the industry for

• Provide site-wide reactive support of all audiovisual technology including Zoom Room, Zoom Dashboard, Zoom Applications

• Communicate with various manufacturers to secure RMA’s for units needing factory service. Pack and ship units to the factory and install temporary replacement units while the originals are being serviced. Communicate complex technical concepts clearly and concisely to peers, clients, and management.

• Document and coordinate with Cenero service center when required, and maintain AV technology through systematic check- precheck and post check

• Design and develop a semi-custom, single-panel user interface for instructor control

• Integrate Zoom functionality into simplified, workflow-based controls

• Preserve key features from the WeConnect solution, as identified by the room’s stakeholders

• Establish communication between the UI layer, AV control system, and Zoom platform

• Support rudimentary Agile planning and execution, including sprint definition and task prioritization (assuming two-week sprints, which is standard for Cenero’s development team)

• Assist in aligning system behavior across software, Zoom, and AV infrastructure. Support and supplement the technical lead’s direction as needed

• Develop a professional environment that includes rapidly building technical credibility with the Client while providing exemplary Customer Service

• Professionally represent Cenero with Senior-level Clients showing empathy, patience, and competence

• Clearly and concisely communicate complex technical concepts to peers, clients, and management

• Maintain new technology awareness through continuing education, training, seminars, and reading

• Coordinate all aspects of new designated projects at Customers facility including:

• Assist with communications between Cenero and the customer

• Coordinate new project scheduling between Client and Cenero Operations Manager. Attend applicable new project meetings representing Cenero

• Function as Cenero’s final “quality control” inspector to ensure all project work meets or exceeds the design specification

• Complete service call activities accurately and in a timely fashion

• Keep and enter accurate time sheet information. Represent Cenero professionally at all times to the client and contractors

• Assist Cenero Operational teams with installations and troubleshooting, as required

• Maintain accurate Customer Service Ticket information in Cenero’s CRM and keep digital records up to date (i.e. service tracking)

• Help coordinate new project scheduling between Client and Cenero Operations Manager

• Other duties as assigned when deemed appropriate

SUPERVISORY RESPONSIBILITIES

Manage all aspects of assigned service tickets from creation through resolution. The position does not directly manage personnel.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

Bachelor's degree (B.S.) in Engineering and two plus years Customer Service experience; or five plus years AV-related Service experience; or equivalent combination of education and experience.

• Detailed working knowledge of audiovisual systems including control systems, touch screens, switchers, projectors, Blu-ray players, displays, microphones, speakers, and amps.

• Ability to terminate typical audiovisual-related cabling including CAT, BNC, and XLR.

• Detailed working knowledge of A/V conferencing systems (Polycom, Biamp, QSC preferred).

• Working knowledge of AV control systems (Crestron & AMX preferred).

• Detailed working knowledge of video & acoustic technical principles and basic electrical wiring.

• Requires detailed working knowledge of audiovisual test and repair equipment.

• General Knowledge of ISDN T1/E1, Ethernet and H.320, H.323, and SIP protocols.

• General knowledge of TCP/IP networking, switches, routers, and firewalls.

• Detailed working knowledge of computers (Windows-based) and office software.

• Audiovisual installation experience is desired.

KEY REQUIRED CHARACTERISTICS

• Resourceful and technically curious

• Excellent verbal and written communication skills

• High Emotional Intelligence

• Ability to confidently function in occasional high-stress situations

• Strong desire to help clients succeed

LANGUAGE SKILLS

• Must have the ability to read, analyze, and interpret complex documents including product specifications, wiring diagrams, and architectural drawings

• Ability to respond effectively to sensitive customer inquiries or complaints; Ability to clearly and unambiguously communicate verbally or in writing

MATHEMATICAL SKILLS

The ability to comprehend and apply principles of modern algebra and acoustical equations is assumed.

REASONING ABILITY

In addition to excellent communication skills, have the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems

CERTIFICATES, LICENSES, REGISTRATIONS

• CTS-X, General Certification, preferred

• Crestron DMC-E-4K

• Audio DSP Certifications, Biamp, Q-SYS, etc.

• Other applicable industry certifications and training as required

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer and telephone keyboard, and talk or hear

• The employee is often required to stand, walk, climb a 12’ ladder and reach with hands and arms.

• Lifting objects with a max weight of 50 lbs

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

BENEFITS AND PERKS

• Industry-leading healthcare coverage begins on your first day of employment. Includes medical, dental, vision, and prescription
• Savings and 401K Investments with company match
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Dependent Care Spending Account (DCA)
• 100% Company paid Life insurance
• 100% Company paid Short Term Disability
• Optional Long Term Disability
• Paid Time Off awarded at hire
• On-site gym, weight room, locker room
• Giving Programs
• Employee Tuition Reimbursement
• Opportunities to network and connect
• Lucrative Employee Referral program
• Delicious Free coffee

COMPENSATION TRANSPARENCY

The salary range for an On-Site, Senior Service Engineer can range from $95,250 to $110,500 per year.

The actual amount to be offered to the successful candidate will be near that range.

Individual pay is determined by different factors, including work experience, geographic location, job-related skills, education level, position specific technical certifications, and additional trainings completed.

All health and wellness benefits will begin on Day 1 of employment. There is no mandatory 90-day waiting period.

COMPANY INFORMATION

Since 1999, Cenero has helped organizations gain a competitive edge by leveraging audio visual and conferencing technology as productivity tools. Our extensive knowledge of Audio-Visual Systems, Video Conferencing and Network Infrastructure delivers solutions that improve communication and drive efficiency throughout the client’s organization. The right technology can make or break a video meeting. Smart AV solutions can offer both in-office and remote participants an equal seat at the table, so everyone can engage and interact easily and comfortably. AI–informed technology can improve audio, video and interactive experiences, creating a consistency across spaces and seamlessly connecting remote teams.

Our Constant Connect solution is a suite of managed services that assures technology readiness for all collaboration spaces. The suite includes:

• Proactive Managed Services identify and solve issues before meetings even start
• UC Proactive Managed Services monitors rooms and UC platforms like Teams and Zoom to keep spaces fully functional
• Reactive Managed Services provide immediate assistance for all tech issues
• An Analytics Dashboard provides detailed data for more informed business planning
• AV Staffing Services provide on-site support of complex AV technology

We are growing rapidly, and our recent acquisition by Ricoh in October 2022 has accelerated our growth. This acquisition will help RICOH support its customers with their growing number of offices, meeting rooms, and learning spaces that are quickly being modified to support hybrid working and learning models.

Cenero has a new headquarters building in Malvern, PA, and 4 other U.S. offices. (New York, Washington DC, Charlotte, and Dallas) We offer a range of flexible AV solutions that improve communication, drive productivity, and empower collaboration. Our suite of solutions includes systems design and delivery, as well as managed services, which fits in perfectly with Ricoh's portfolio of digital workplace solutions.

At Cenero, we have a vibrant corporate culture which focuses on work/life balance. Cenero has won numerous awards including Best Place to Work and Inc Magazine’s List of the 5000 Fastest Growing Companies (both awards 4 times). You can choose from a broad selection of medical, dental, vision, life insurance, and disability insurance options. You can contribute to your financial security with a Retirement Savings Plan (401K) with a company match. You can augment your education with tuition assistance programs. Enjoy paid vacation time and paid holidays annually. All of your benefits begin on Day One of employment.

Cenero provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. HLH.

Direct candidates only. No-Fee Disclaimer. Note to all employment Agencies. This position is not open to third party employment Agencies. Any unsolicited Agency resumes or candidate summaries which are presented to any Cenero employee without having a signed contract between that Agency and the Cenero Talent Acquisition organization will become the property of Cenero, and no Agency fee will be paid.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.