Job Abstract

Like all LightWerks Associates, the Service Technician is a key member of the LightWerks team, whose performance will affect the work of others in the organization and ultimately our customers’ satisfaction with our work and with the Company overall.

This associate is tasked with servicing audio-visual and security systems for our installed client base as directed and scheduled by the Managed Services Supervisor while officially reporting to the Director of Field Services. This position is for a person well-versed with systems and generally possessing specialized skills and knowledge and capable of performing multiple aspects of troubleshooting systems installation.

The Service Technician’s responsibilities will include:

• Safety at LightWerks is EVERYONE’s responsibility, so in every instance where you are concerned about the safety of anyone related to our work, we need you to ALWAYS maintain a policy of “See it? Say it! Sort it!” Please also ask your Team Leader to train you on the company’s “Yellow Card/Red Card Safety Warning Process,”
• Learning, and implementing the relevant elements of The LightWerks Way,
• Completing job-site paperwork, personal timekeeping, and other documentation conscientiously and consistently, on a DAILY basis,
• Maintaining proficiency and completing tasks related to some or all of the following technical service requirements:
• Verifying malfunctions as reported by client,
• Inspecting and performing basic repairs and preventive maintenance to audio-video equipment; and seeking guidance on higher-level repairs,
• Troubleshooting basic issues, and escalating more complex issues, when necessary to manufacturers for RMA and technical support
• Technical understanding of audio and adjusting levels and checking that references are properly being routed and referenced.
• Operating audio and video equipment to record and copy digital files, including but not limited to dsp files and programming code from control processors.
• Maintaining equipment inventory and conducting security checks of equipment, and
• Testing and certifying replaced system elements or entire systems for hand-off to client representative.
• Recognizing the need to ask others – our Director of Field Services – for help after a reasonable (i.e., short) amount of time spent trying to solve technical or installation challenges on your own,
• Maintaining technical expertise (by earning relevant manufacturer certifications) to the level required to fully troubleshoot and service some or most of our key product lines,
• Meeting deadlines set by Managed Services Supervisor and Director of Field Services,
• Performing special projects, as available and appropriate, on an occasional basis,
• Mastering and maintaining the Company’s various software systems. These include Teams, D-Tools, QuickBooks Enterprise, Basecamp, ZohoExpense, and other software applications as they are adopted,
• Undertaking appropriate training (see below),
• Learning and following our work-flow processes (including updates) which are designed to effectively serve our customers’ needs in an optimally efficient manner,
• Learning and emulating the attributes articulated in the “LightWerks ‘TEAM Profile” (including updates) to the best of your ability,
• Providing on-site support (e.g., system troubleshooting and issue resolution, etc.), by performing support visits as necessary.
• Effectively and efficiently performing any and all other duties assigned by others.
• Working to the highest professional standards in terms of timeliness, neatness, attention to detail, customer interaction, and other professional matters that reflect on the reputation of LightWerks and the quality of our work.
• Observing the highest safety standards both for LightWerks’ associates and customers.
• Attending assigned Installation department meetings and executing resulting action items,
• Maintaining tools, vehicles, and other LightWerks’ equipment and supplies to top performance standards.
• Consistently undertaking training and earning certifications that will allow you to stay current with industry trends,
• Consistently maintaining a positive attitude and performing as a team player on a day-to-day basis, and
• Providing feedback and recommendations to Installation Team leadership to ensure the continuous improvement of our processes and technical capabilities.

Time Away from Home:

At LightWerks, we recognize the benefits of – and fully embrace – remote work. We also understand that Team Members desire – and deserve – as much flexibility as possible given their specific job duties. The following is what this job requires, relative to:

• Time in “the Field”: This position requires that the vast majority of worktime (on the order of 90%) is spent in the field (or in the office, building racks, stocking vans, QCing displays, etc.). Occasional work and training activities, as assigned by your Team Leader, can be conducted from home.
• Overnight Travel: This job requires moderate (up to 33%) travel, in periods up to a week.

Requirements: Job requirements to be able to perform this job:

• Equivalent of two years of relevant hands-on service, or related, experience.
• Ability to read and interpret technical drawings in order to understand system elements, or entire (simple) systems, and the functional performance of them in the client environment.
• Strong inter-personal communication skills, a strong work ethic, positive outlook, and ability to focus and complete assigned tasks.
• Possessing an AVIXA CTS certification, or able to earn one within six months of employment.
• Must be well-versed with the entire suite of Microsoft Office products, and
• Must possess some knowledge of IT/networking fundamentals.
• Earning and maintaining the appropriate service-related certifications on our key brands (e.g., Crestron, Extron, etc.) as well as others determined by Senior Management (e.g., Bosch, Microsoft Teams, Envoy, OpenPath, Zoom, etc.), and
• Earning and maintaining appropriate safety certification including but not limited to OSHA-10, OSHA Aerial and Scissor Lifts, and CPR/First Aid.

Desired: The following skills and qualifications are desired, but not strictly required:

• A technical degree from an accredited two- or four-year college,
• Four years of relevant experience,
• Possessing, or ability to earn, a CTS certification,
• And COMPTIA Network+, or similar, certification

Other Requirements:

• Reaching, grasping, carrying, pulling, and pushing activities are also required,
• Un-restricted ability to climb minimum six-foot ladders,
• Un-restricted ability to lift a minimum of 75 pounds, and 50 pounds above the head,
• The noise level will occasionally be high. As with all other hazards, PPE will be supplied by the company and is to be worn/used at all related times,
• Although most work is performed inside, occasional outside activities are subject to seasonal temperature fluctuations,
• Must be able to see all colors in the visual spectrum (i.e., not suffering from “color blindness”), unless proficiency of tasks can be achieved in some other reasonable fashion, and
• Possessing a current driver’s license that is valid in all States where LightWerks undertakes projects.

Training Path: As part of our commitment to your ongoing career development, LightWerks believes in providing extensive training to all Team Members. Your customized training path benefits our customers, and hence the Company, in many ways, but it also benefits each team member, personally and professionally, in the following ways:

• Safety Training: At LightWerks our policies are “NEVER do anything unsafe,” and “See Something? Say Something”, so ongoing, appropriate training will be provided to ensure that everyone remains SAFE while working at LightWerks.
• Industry Training: Industry-related training will allow each team member to understand how LightWerks and they fit into the industry overall, and why/how we provide value to our customers.
• Technical Skills Training: This training will allow each team member to build their technical competence in their specific profession and the role(s) that they take on during their tenure with LightWerks.
• Professional Skills Training: Team members will benefit from professional skills training that is relevant to all professionals and teams, as needed. Training may include interpersonal skills, time management, etc.

To review the training available at LightWerks, please ask our HR representative to send you a copy of “LightWerks Career Development - START HERE."

Keys to Success:

• You will be evaluated in part based upon your performance of the responsibilities and tasks listed in this job description.
• This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties.
• Corporate Leaders/Managers have the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual, and as permitted by applicable law.
• LightWerks promotes and rewards transparent, proactive, and responsive communication (i.e., “Truth Early. Truth Always.”), client-focused behavior, good decision-making, innovation, a bias to action, courage, commitment, integrity, teamwork, the desire to continuously learn and improve, and a passion for success.

[This document – updated on 7/23/23 by David R – is Systems Technician (TECH) Job Description.docx.]