Field Service Engineer

About Electrosonic

Electrosonic is Where Imagination Comes to Life.

At Electrosonic, our team is composed of passionate, highly intelligent, and energetic individuals who are eager to make a difference. We provide an environment where you will be challenged and inspired daily. If you seek excitement and want to be part of something unique, we invite you to join our Electrosonian family. Together, we will continue to shape the future of technology-driven experiences.

Main Purpose of Position

To provide proactive and reactive service and maintenance of audio-visual equipment on customer premises across London and the South of England and willing to travel further a field, if required.

You will be responsible for the accurate diagnosis, removal, repair, testing, and implementation of all aspects of audio-visual, network, and control technologies.

You will need to complete the above in the most efficient and effective manner to ensure minimum down time and maximum performance.

As part of this role, you will install and/ or commission new projects/ systems to high standards, on budget and on time.

Key Responsibilities and Duties

• Diagnose and repair faults in systems at customer sites, using remote management tools when applicable and attend in person to solve if unable to fix remotely.  You will ensure the final solutions maintain and/or improve the quality of the system.
• Provide technical remote support where required for both clients and other team members.
• Perform preventative maintenance of AV, network, control, and unified communications (UC) equipment on-site, ensuring systems are safe and operationally efficient.
• Support client presentations, conferences, and events, including setting up, operating, and breaking down AV systems, and provide system training to clients and colleagues, as necessary.
• Take ownership of delivering safe, high-quality service and repair work. Ensure health and safety documentation and procedures are in place and followed to protect yourself, company staff, and others.
• Complete and maintain accurate job records, electronic files, and customer-facing service reports, ensuring deadlines are met.
• Build and maintain strong client relationships, working closely with account managers to identify opportunities for additional service contracts or project work.
• Organise repair or shipment of faulty equipment when necessary.
• Ensure proper calibration and use of test equipment.
• Liaise with internal departments (particularly the Service Desk), clients, and third-party contractors to support seamless task and project execution.
• Take initiative in suggesting improvements to service delivery, efficiency, and technical methods in line with company standards.
• This position will provide cover (as necessary) for staff absences, periods of peak demand and to provide a service to clients requiring ad hoc and specialist support.
• Other duties as required or assigned by company management.
• To ensure mandatory compliance with information security policies, standards, and procedures.

Person Specification

• Strong technical foundation in audio-visual systems including but not limited to video conferencing, UC systems, digital signal processing, video systems and audio systems.
• Good experience and knowledge in AMX, Crestron, Medialon, Q-Sys, Alcorn McBride and other control systems,
• Solid IT and networking skills.
• Demonstrated experience in delivering exceptional customer service in high-pressure environments and managing client sensitivities with tact and professionalism.
• Able to work independently with minimal supervision, demonstrating strong initiative, problem-solving skills, and flexibility to adapt to varying tasks and responsibilities.
• Proven ability to think laterally, finding effective solutions and implementing workarounds while adhering to operational processes.
• Excellent communication skills, both verbal and written, with the ability to correspond with a wide variety of people, such as trades persons, executives, designers. 
• High level of computer literacy, including experience with case management systems and meticulous attention to detail in record-keeping.
• Able to carry out tasks that may involve lifting and moving equipment, with reasonable adjustments made where required.
• Demonstrates reliability, punctuality, and maintains a professional appearance.
• Full driving licence and valid passport required, with the flexibility to work on-call, outside of normal business hours, or according to changing shift patterns when necessary.
• Ability read technical documentation and schematic diagrams

What we offer

• Excellent opportunities for career development
• Investment in your learning and development
• Working from home flexibility
• Employee Recognition Scheme
• 23 days holiday plus bank holidays
• The opportunity to purchase additional holiday
• Health Cash Benefit
• Season Travel Ticket Loan
• Cycle to Work Scheme
• Tech-scheme
• Friendly and supportive working environment

At Electrosonic diversity, equity and inclusion (DEI) are fundamental to our mission of designing, building, and supporting innovative technology solutions that create lasting experiences where people live, work, and play.