Senior Field Specialist - VCW - NWN Carousel

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients.  We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

The Senior Field Specialist – with a commitment to the customer experience, will be responsible for installing and troubleshooting audio visual installations within a team environment.  This role requires an individual with high exposure to complex Audio Visual systems and their integration into corporate, government and education environments.  The Senior Field Specialist should exhibit outstanding and consistent technical skills in areas of Audio Visual design, signal flow, structural integrity, custom terminations, control and DSP programming, and networking.  Strong interpersonal and communication skills are needed to team well with customers, sales and service delivery team members.

Essential Duties and Responsibilities:

• Perform high level site surveys and relay client needs and environment considerations to the design team.
• Staging and installation of complex multi-room Audio Visual manufacturer installations while coordinating with on-site trades, customer IT staff and overseeing the field specialist team. 
• At times, be able to train Field Specialists on new products released to market and proper Audio Visual standards.

• Provide regular updates to the Project Manager and work with Design Engineer to ensure install is being implemented according to the SOW and proactively address potential site or design challenges with corrective resolutions. 
• Ability to commission complex multi-room installations using room commissioner tool kit.
• Ability to work with programmers to install basic room control systems, with a solid technical grasp of the installation for complex control systems.
• Commission audio visual manufacturer equipment by de-bugging control system, configure video EDID tables and scalers to provide the best possible video resolution and configure DSP for the highest fidelity audio.
• Provide user and technical level training on all installed systems. 
• Complete and submit installation and documentation checklists, including as built drawings, configuration file backups and site photos.
• Ability to work with minimal supervision and act as a team lead for project implementations.

• Recognize and appropriately escalate client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/ groups affected.
• Maintain discipline and professionalism during all interactions and in all verbal or written communications.
• Basic IP networking expertise and or education.
• Team contributor to overall team success and level of knowledge.

Non-Essential Duties and Responsibilities:

• Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
• Become familiar with available help resources; stay updated on technology changes or problems.

Qualifications:

• High School Diploma or equivalent required.
• Minimum 4-6 years’ experience as a lead on professional Audio Visual installations.
• Maintain valid driver’s license.
• Good driving record to ensure insurability.
• Experienced with the installation and configuration of audio and video conferencing and their interpolation into a variety of room environments and larger Audio Visual installations.
• Complete understanding of Audio Visual network requirements within larger networks.
• Basic Knowledge of VoIP and analog (POTS) phone systems.
• Crestron Digital Media Certified, with a strong knowledge of the range of Crestron equipment and Toolbox software.
• Biamp Tesira Certified, with a strong knowledge of gain structure, and room acoustics.
• Infocomm CTS-I Certified, with a strong knowledge of industry standards and best practices.
• OSHA Certified, with a strong knowledge of structure requirements and safety concerns.
• Must be able to work independently as well as in a team environment and communicate daily install objectives to the field specialist while focusing on the full project timeline.
• Strong troubleshooting, problem solving, and analytical skills to diagnose and repair existing Audio Visual issues and proactively inspect and address concerns for new installs. 
• Ability to work in a high stress environment.
• Working knowledge of Microsoft Office products.

Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is required to:

• Function in a high-pressure environment and to meet stringent deadlines for completing tasks.
• Have manual dexterity to operate computer keyboard and standard office equipment.
• Ability to assemble common computer, data network, and voice equipment including component installation (e.g. hard drives, rack-mount rails, etc.).
• Be able to lift/ move objects up to 75 pounds.
• Remain seated or standing for long periods of time.
• Travel extensively via automobile and other means of travel.
• Work outside of normal business hours when needed.
• Properly use a ladder in accordance with manufacturer’s specifications.
• Speak and hear.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.