Department: Pinnacle Service Department
Type of Position: Full-time; 40hrs/week
Provide DirecTV technical support and act as primary liaison between customer, vendors, and field service technicians for all repairs and services, specializing in High Definition, Off-Air, Public Viewing and Pro:Idiom encryption satellite delivery systems in the hospitality and commercial industries.
Answer a high volume of telephone calls from customers and field service agents regarding service requests; key requests into customer service data base; troubleshoot issue to resolution; dispatch field agent to resolve more complex issues; ensure prompt closure of all assigned service calls. Dispatch field service or independent contractors nationwide.
Provide first level technical support for customers and field service agents regarding installation, repair, maintenance and integration of High Definition, Off-Air, and Pro:Idiom encryption satellite delivery systems. Handle all service requests in a timely and cost-effective manner to include controlling labor, travel and parts expenses.
Use web-based tools to gain remote access to on-site equipment; run diagnostics to identify fault and implement a timely and cost-effective resolution or initiate other corrective action. Monitor remote dashboards for alert notifications and proactively work for timely resolution minimizing system downtime.
Set up independent contractors for a specific state or metropolitan area; negotiate prices to establish hourly/trip rates and submit New Vendor Welcome packet. Ensure field agents are
performing customer service standards and expectations and are providing quality products and workmanship.
Process parts orders, RMAs, warranty and non-warranty replacement for customers and service agents. Maintain service database and documents, follow department policies and procedures, participate in department meetings and training sessions.
Shift will typically be a 7-9 hours between the hours of 7 AM – 6 PM EST. Hours subject to change dependent upon company and customer needs.
Education and Experience Required:
Generally works in an office environment but may occasionally be required to perform job duties outside of the typical office setting. May be required to travel to vendor sites to attend training and/or obtain required certifications. May be required to participate in an offsite service call or installation for training purposes.