Lead Service Technician

About the CompanyDiversified is a global leader in audio visual, broadcast, and digital experience integration, delivering iconic spaces worldwide. We serve enterprises, media organisations, and public-sector agencies by designing, building, and operating environments where content, communication, and experience converge—from corporate campuses and smart workplaces to sports venues, retail networks, and broadcast operations.Learn more by visiting https://onediversified.com/About the RoleThe key focus to this role is to provide a high level of service support to our clients. You will be working with our existing Field Service Support team of technicians and demonstrate a combination of technical knowledge, reporting, and client relationship skills as the position is responsible for the efficient running of day-to-day audio-visual operations. The close-knit nature of our office means the Lead Service Technician will need to be comfortable undertaking a wide variety of tasks.ResponsibilitiesProvide technical guidance to the field technicians in providing solutions for customersAct as the primary technical escalation point for field techniciansAssist the Field Service Manager in coordinating and delivering our service offerings to customersDemonstrate leadership by promoting high technical standards, professionalism and customer serviceProvide documentation and technical support for technicians on siteEscalation of high priority customer faults with internal staff or suppliersProvide technical liaison with clients regarding recommended system modifications and upgradesIdentify opportunities to improve service processes, documentation and troubleshooting proceduresProvide coaching, mentoring and ongoing development of junior staffDemonstrate commitment to our customers by solving complex and technically challenging faultsAbout you3+ years' experience as a service technician or equivalent industry experience in a technician roleAdvanced knowledge in video conferencing and control systemsStrong knowledge in video conferencing AV systems – Crestron, Extron, AMX, Polycom, Kramer and other AV systemsStrong experience in fault finding, audio-visual schematics and digital sound processorsIT and NW TCP/IP knowledgeAbility to provide technical guidance to service technicians in providing solutions for customersDemonstrate leadership to the wider service team in fulfilling customer requirementsStrong communication skills, both written and verbalStrong attention to detail with your ability to prioritise and meet deadlinesAustralian citizenship and owns and has access to a personal vehicle