Audio Visual Service Technician at INTEREUM HOLDINGS LLC – Plymouth, Minnesota

WHO WE ARE

Through our offering of furniture, walls, and audio-visual solutions, Continua Interiors is on a mission to transform the way people work, learn and heal across the Midwest. Continua places great importance on fostering a supportive work environment that values culture, community, and connection with both team members and clients. We are not just a company but a movement reshaping the dealer landscape across the Midwest.

OUR CORE VALUES

Strive To Be Great | Do Hard Things | Stronger Together | Own It

POSITION OVERVIEW:

The AV Service Technician is an advanced service-facing technical role responsible for diagnosing, resolving, and commissioning commercial AV systems in the field. This role blends core service responsiveness with field engineer-level technical capability and requires strong experience in AV troubleshooting, UC platforms, DSP/control systems, and customer-facing communication.

This position supports a growing, high-performing service department by improving first-time fix quality, reducing repeat issues, and strengthening client confidence through technical competence and professional execution. This role is an AV “Swiss Army knife”—a multi-skilled problem solver who can step into a wide range of technologies and service needs.

ACCOUNTABILITIES:

• Service and System Maintenance
• Quality Assurance and Commissioning
• Service Documentation & RCA
• Customer Experience
• Efficiency and Resolution Accuracy

WHAT YOU'LL BE DOING

• Troubleshoot AV system issues using internal resources, manufacturer support, and external partners to identify root cause and implement solutions.
• Remotely diagnose client systems and provide solutions when onsite presence is not required.
• Perform onsite service work including repair, replacement, configuration, testing, and final verification of system performance.
• Triage support tickets and prioritize response based on urgency, impact, and scope.
• Communicate issue status, completion details, and open items with the Service Coordinator and service leadership.
• Provide Tier 2 escalation support for standard service issues and on-call support for customers with active service agreements (including Tier 1 and Tier 2 clients) as assigned.
• Commission standard conference rooms end-to-end, including system validation, optimization, and functional verification.
• Diagnose DSP, control, and UC-related issues across integrated AV environments.
• Interface with clients onsite to explain findings, next steps, and provide end-user guidance or basic system retraining as needed.
• Coordinate effectively with client IT teams, Project Managers, and cross-functional AV teams to resolve issues efficiently.
• Complete service call tickets with clear technician notes, parts used, resolution steps, and follow-up needs.
• Support Root Cause Analysis documentation by gathering accurate technical findings and resolution details.
• Provide backup support to the AV Service Help Desk, including service ticket support and RMA tracking.
• Support internal showroom AV needs and provide backup coverage for other Service Technicians.
• Mentor junior technicians informally through job-site support, troubleshooting guidance, and best-practice coaching.
• Attend internal and customer meetings as required.
• Maintain a clean and safe worksite and secure tools at the end of each day.
• Deliver end-user training and system guidance across a variety of AV environments.
• Other duties as assigned by manager.

WHAT YOU SHOULD HAVE

• High school diploma or equivalent.
• 5+ years of experience in commercial AV service, field engineering, commissioning, or a closely related AV technician role
• Technical training, associate degree, or equivalent work experience in AV, electronics, IT, or a related field preferred.
• AVIXA CTS certification required.
• Q-SYS Level 2 and Q-SYS Control & UCI (Intermediate and Advanced) certifications required.
• Dante Level 3 certification required.
• Netgear AV Network Certification Level 2 required.
• Crestron training path (CTI-P101 Foundations of Crestron Programming, SIMPL Programming, and Crestron Construct) required.
• Shure technical training (Designer How-To videos, IntelliMix Room Technical Enablement, and IntelliMix P300 / ANIUSB-MATRIX Technical Enablement) required.
• CTS-I and additional manufacturer certifications in Poly, Cisco, Extron, or related AV/UC platforms preferred.
• Advanced troubleshooting ability across commercial AV systems
• Strong working knowledge of commercial AV platforms, signal flow, and system diagnostics
• Strong working knowledge of Crestron, Q-SYS, and Shure software/platforms
• Experience troubleshooting and supporting UC environments (Microsoft Teams Rooms / Zoom Rooms preferred)
• Ability to read and understand schematics and use diagnostics effectively
• Ability to commission and verify standard commercial AV conference room systems
• Experience with networked AV systems and audio networking concepts
• Ability to coordinate technical issue resolution with clients, IT teams, and internal partners
• Strong customer service, communication, organization, and time-management skills
• Demonstrated ability to work with minimal supervision and manage multiple service tasks per day
• Knowledge and ability to safely use hand tools and power tools
• Experience with audio visual presentation equipment
• Ability to exhibit Continua's core values
• Valid driver's license and insurable driving record required
• Ability to travel to customer sites (regional travel as needed)
• Physical Requirements: Regularly sits, reaches, and communicates; occasionally stands, walks, stoops, kneels, and climbs ladders. May occasionally lift and/or move up to 50 pounds. Travel between offices, jobsites, and client locations may require extended periods of sitting or standing and adapting to different work environments.

EDUCATION & CERTIFICATIONS

Candidates with equivalent experience may be considered with the expectation of completing required certifications/training within a defined onboarding period.

WHAT WE BRING TO THE TABLE:

• A State-of-the-Art Facility with incredible technology throughout and a multitude of workspaces at your disposal
• Use the EOS (Entrepreneurial Operating System) methodology to provide tools to help individuals and teams achieve goals, growth, and improvement.
• Quarterly All Company Meetings
• Community Service opportunities
• Company social hours
• Ability to use your talents and strengths to make a positive impact

COMPENSATION AND BENEFITS:

The hiring compensation range for this position is an hourly rate of $27.00 - $40.50. Actual compensation will be determined based on various factors, including, but not limited to, the candidate's experience, skills, qualifications, and location, as well as internal equity and market considerations.

Benefits available in this position include:

• Medical, Dental, and Vision insurance
• Company paid Short Term and Long Term Disability insurance
• Critical Illness and Accident Insurance
• HSA, DCA and FSA options available
• Paid time off and holidays
• Paid Parental Leave
• 401k Match (50% of every 1% up to 4%)

DISCLOSURES:

Notice: The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their manager.

Notice: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Continua is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Continua is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, sexual orientation, veteran status, or marital status.