Tier III Service Technician Responsibilities + Provide customer service and audio-visual equipment troubleshooting and problem resolution via phone, video, and email. + Make service calls to client locations to troubleshoot and resolve audio-visual equipment problems. + Possess working knowledge of Audio, Video, Video Conference and Control systems. + Work independently, be self-directed, communicate effectively and make sound decisions to ensure customer satisfaction. + Provide excellent customer service and build customer relationships. + Answer client calls (audio and video) and emails, open & follow-up on Service trouble tickets, troubleshoot problems and take appropriate action to resolve. + Work closely with Integration Service Manager & technicians to help remedy any service issues that arise in a professional manner. + Provide additional training to clients as needed + Provide feedback to Integration Service Manager to facilitate improvements to the installation process. + Use solution oriented approach for all service issues. Solutions must be quickly determined and implemented. All solutions must include a combination of expediency, economics, and resourcefulness to fulfill SKC standards. + Provide sales leads provided to Account Executive or Service Manager based on findings from service visits. + Develop training materials & provide training to clients. + Develop and provide internal training (to include vendor training) for SKC staff. + Possess advanced Audio and Control systems knowledge. + Provide direction to Tier 1 technicians, delegate tasks to other team members and possess advanced problem solving abilities. + Provide direction to Tier 1 and Tier II Technicians. + Possess mastery level knowledge of Audio & Control systems (to include code writing and changing). + Provide remote (VPN) support of Integrated Room systems. + Manage client escalations. + Quote new products to existing rooms (adds/changes).