Join the People behind AV Designed + Built for People

AV Customer Service Support Engineer

About the Role

Onsite (Pearl River NY or NYC) or Open to Hybrid

Our AV Customer Service Support Engineer (CSSE) works closely with our AV Customer Service Coordinator to facilitate diagnoses and possible corrective action of service issues related to installed AV systems including all systems under SLA with USIS. This position will require both onsite and phone support for current USIS AV clients. The CSSE will also be responsible for updating firmware, control system programming, and DSP files as necessary. It’s the responsibility of our Customer Service Coordinator to advise and schedule the CSSE to determine whether a support phone call or onsite support will be required. Our CSSE reports to our VP Advanced Technical Services.

How You’ll Contribute to the Team: Responsibilities

  • Achieve customer service objectives by speaking directly with clients via phone, email, or direct contact, contributing customer service information and recommendations for use in strategic internal plans and reviews

  • Prepare and complete action plans, implement production, productivity, quality, and customer-service standards, and resolve problems

  • Identify customer service trends, determine system improvements, and implement change

  • Meet customer service SLA financial objectives by forecasting requirements, analyzing variables, and initiating corrective actions

  • Determine customer service requirements by maintaining contact with customers via oral and written communications, visiting operational environments, conducting surveys, benchmarking best practices, and analyzing information & applications

  • Improve customer service quality results by studying, evaluating, and recommending processes to better serve the customer; establish and communicate service metrics, monitor and analyze results, and implement changes

  • Maximize client operational performance by providing help desk resources and technical advice, resolving problems, disseminating advisories, warnings, and new techniques, detecting and diagnosing system problems

  • Update device firmware to correct known issues and modify existing programming and DSP code to correct system issues

  • Ensure version control is maintained by ensuring all modifications to existing programming and DSP modifications are loaded to the USIS SourceVault

  • Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations

  • Provide onsite customer training as required for installed systems


What You’ll Need to be Successful: Competencies + Skills

Customer Service, Process Improvement, Decision Making, Managing Processes, Planning, Developing Standards, Help Desk Experience, Emphasizing Excellence

What We Require for the Role: Qualifications + Certifications

  • Crestron, Biamp, QSC a plus, an overall understanding of Ethernet and Ethernet Protocols, USB best practices

  • Must possess a valid driver’s license

  • Must have the ability to pass drug and background screenings

Ready to Take the Next Step?

More About USIS AV

We offer a competitive compensation plan that includes benefit options such as medical, dental, vision, 401k, holidays, and paid time off. We also offer role & industry specific training and exciting career opportunities for growth and advancement.

Equal Opportunity Employer

USIS AV is committed to Equal Employment Opportunity regardless of race, color, national origin, gender, sexual orientation, age, religion, veteran status, disability, history of disability or perceived disability. If you need assistance or an accommodation due to a disability, you may email us at or call us at 845-353-9238.

No Agencies, Please

We do not accept unsolicited agency resumes.