Field Service Technician | DGI

Careers

Field Service Technician | DGI

Billerica, MA Full Time Hourly

Summary The AV Field Service Technician is a full-time, on-site role based in Boston, MA, responsible for supporting, maintaining, and servicing installed audio-visual systems at client locations. This role delivers an exceptional customer experience with an emphasis on restoring functionality to client systems, requiring an extensive audio and video background and a proven ability to troubleshoot complex audio, video, and control systems.

All work will be performed in alignment with DGI's Core Values: Emotional Intelligence, Teamwork, Laughter, Knowledge, and a Winning Mentality.

Responsibilities

• Diagnose and resolve technical issues affecting installed audio-visual systems at client locations.
• Perform routine inspections and test equipment, including displays, projectors, lighting systems, and video conferencing setups, to ensure optimal performance.
• Restore functionality to client systems while delivering an exceptional customer experience.
• Complete service calls and document findings, repairs, and system status.
• Communicate clearly with clients regarding system status, ongoing issues, and recommended improvements.
• Troubleshoot complex audio, video, and control systems.
• Collaborate with project and installation teams to support ongoing and new AV deployments.
• Update firmware and system configurations as needed.
• Ensure systems align with customer requirements, safety standards, and industry best practices.

Qualifications Required

• Experience troubleshooting commercial AV systems, including hardware, software, and network-related issues.
• Strong knowledge of AV systems, including installation, configuration, and maintenance of integrated AV solutions.
• Experience with video conferencing platforms and equipment, including setup, testing, and user support.
• Hands-on experience with lighting and projection systems used in boardrooms, classrooms, and other professional spaces.
• Ability to read and interpret AV drawings, technical drawings, wiring diagrams, and equipment specifications.
• Proficient with test equipment (Fluke, ohmmeter, Wireshark) to collect data and analyze failures; competent with hand and power tools.
• Skilled in performing crimp cable terminations and using a digital multimeter.
• Ability to independently think, solve problems, and manage responsibilities with minimal supervision.
• Ability to plan, organize, and implement tasks to complete projects by specific deadlines.
• Ability to conduct business meetings, deliver presentations, and provide solution training.
• Excellent written and verbal communication skills, with the ability to explain technical issues in clear, accessible language.
• Superior customer service skills, with the ability to remain effective in stressful situations.
• Highly organized, with strong personal time management and the ability to manage multiple tasks simultaneously.
• Responsible, self-motivated, personable, and professional demeanor.
• Proficient with Microsoft Office 365 Suite applications.
• Valid driver's license and reliable transportation.

Required Certifications & Courses

• AVIXA

• CTS & CTS-1

• Essentials of AV Technology

• Crestron

• Crestron 101

• Syn-Aud-Con

• Course 50

• Other

• Audio DSP (All Manufacturers)

• Unified Communications (Zoom, Microsoft Teams)

Travel Requirement

Regular travel to client sites within the Boston, MA area and out of state for project support and training.

Physical, Mental & Environmental Requirements

• Ability to maintain composure in high-pressure situations while upholding company values.
• Perform tasks that involve standing, walking, sitting, and use of manual dexterity.
• Engage in activities requiring reaching, grasping, and carrying light objects.
• Adapt to varying noise levels, ranging from moderate to occasionally high.
• Be prepared for occasional outdoor work, with exposure to seasonal temperature variations.

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