Field Service Technician

About the role

Position Summary

The Field Service Technician (FST) is responsible for delivering high-quality on-site and remote technical service, maintenance, and support for Electrosonic’s installed audiovisual, control, and experiential technology systems. This role supports mission-critical environments such as museums, cultural institutions, transportation hubs, corporate facilities, and public-facing venues where system reliability, professionalism, and customer experience are paramount.Field Service Technicians act as the primary on-site representative of Electrosonic, executing service work in alignment with service agreements, SLAs, internal operating procedures, and safety standards. The role requires strong technical troubleshooting skills, sound judgment, clear communication, and effective coordination with internal teams including Service Desk, Scheduling, Programming, Engineering, and Project teams.

Key Responsibilities

Service Delivery & Technical Support

Perform on-site and remote troubleshooting, diagnostics, repair, and maintenance of integrated AV and experiential technology systems, including displays, projection, audio systems, control systems, media servers, cameras, and network-connected devices.

Execute service work in accordance with approved scope, contractual obligations, SLAs, and Electrosonic service standards.

Identify root causes of system issues and determine appropriate corrective actions, including repair, configuration adjustment, component replacement, or escalation.

Support Preventive Maintenance Visits (PMVs), including system inspections, routine upkeep, documentation, and reporting.

Identify faulty equipment and provide accurate information to support RMA, replacement, or follow-on service recommendations.

Customer Interaction & Professional Representation

Serve as a professional, customer-facing representative of Electrosonic in high-visibility and often public environments.

Communicate clearly with client stakeholders regarding findings, work performed, limitations of scope, and next steps.

Set appropriate expectations while maintaining a service-oriented, solution-focused approach.

Build and maintain positive working relationships with clients through reliability, professionalism, and clear communication.

Documentation, Reporting & Timekeeping

Accurately document all service activities, including work performed, findings, corrective actions, and recommendations.

Complete service tickets, reports, and required documentation in a timely and accurate manner.

Submit timecards correctly and on time, using appropriate project and service codes.

Capture relevant photos, logs, configurations, and notes to support service history and reporting.

Coordination & Team Collaboration

Work closely with Service Desk, Scheduling, and Service Management to support effective dispatching, prioritization, and communication.

Collaborate with Programmers, Engineers, and Project teams by acting as on-site support, including providing hands-on assistance and validation as required.

Support service-related installations, small scoped work, and project commissioning activities when assigned.

Participate in scheduled on-call rotations and provide after-hours support in accordance with established policies.

Communication & Collaboration

• Excellent cross-functional communication skills across Sales, Engineering, CSMs, Vendors, and Clients.
• Share clear, timely, and accurate information to support effective service delivery and customer satisfaction.
• Contribute to a collaborative team environment across regional and national service resources.

Asset Awareness & Operational Support

Maintain awareness of installed systems, assets, and spares at customer sites.

Assist with identifying consumable usage, spare part needs, and system risks that may impact reliability.

Support service-related quotations and recommendations by providing accurate technical input when requested.

Safety, Compliance & Standards

Follow all Electrosonic health & safety procedures, site-specific requirements, code of conduct and client policies.

Maintain a safe, organized work environment and proper handling of tools and equipment.

Adhere to security, access control, and confidentiality requirements, including work in secure or restricted environments where applicable.

Maintain required training, certifications, and qualifications as assigned.

Skills & Qualifications

Strong foundational knowledge of audiovisual systems, signal flow, control, audio, video, and basic networking concepts.

Proven ability to troubleshoot complex, integrated systems independently and methodically.

Ability to read and interpret system drawings, schematics, and technical documentation.

Strong written and verbal communication skills.

Proficiency with service tools, laptops, and standard business software.

Ability to manage time effectively, prioritize tasks, and adapt to changing conditions.

Positive, collaborative, and passionate about helping clients maximize the performance and longevity of their AV systems.

Valid driver’s license and ability to travel to customer sites as required.

Work Schedule, Travel & Physical Requirements

Standard workweek is 40 hours; flexibility is required to support early mornings, evenings, weekends, and occasional holidays based on service needs.

Travel requirements vary by role and assignment and may include local, regional, overnight, or occasional national travel to support service coverage, SLA compliance, or other business needs when regional resources are unavailable.

Ability to lift and carry equipment within industry standards, work on ladders or lifts, and perform tasks in active or public environments.

Additional Information

This job description outlines the general nature and level of work expected of the Field Service Technician role. It is not intended to be an exhaustive list of all duties and responsibilities. Job responsibilities may evolve based on business needs, customer requirements, and organizational priorities.

A day in the Life

• Inclusive Team Culture

At Electrosonic we embrace our differences. We are committed to furthering our culture of Diversity, Equity and Inclusion. We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

• Work/Life Balance

Our team puts a high value on work-life balance, offering a hybrid work environment, dependent of position. We believe maintaining the right balance between your personal and professional life is important to our team's overall well-being.

• Career Growth

We are dedicated to supporting our team members to grow a long-term career with us. We have a broad mix of experience levels and tenures, and we support continuous learning and knowledge sharing.

• Compensation and Wellness

The salary range for this role is dependent on skills, experience, and qualifications. We offer a full range of health and wellness benefits that include:

• Medical
• Dental
• Vision
• Life and disability benefits.
• Wellness discount programs,
• 401k
• *Paid parental leave after 1 year of service.
• 12 company paid holidays
• 3 weeks of paid time off

Come be a part of a Global company that has been recognized for its superior and unsurpassed technology master planning and system integration.

With unique global capability, we deliver highly complex world-class projects, conference room technology, and executive briefing centers across a multitude of sectors.