Lead Audio Visual Service Technician in Plymouth, Minnesota at INTEREUM HOLDINGS LLC

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; we are a movement, reshaping the dealer landscape across the Midwest.

OUR CORE VALUES

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

ACCOUNTABILITIES:

• Advanced Technical Support and Escalation
• Service Quality, System Verification, and Repeat-Issue Reduction
• Technical Leadership, Mentorship, and Standards
• Service Documentation and Ticket Closeout Quality
• Customer Communication and SLA Execution

WHAT YOU’LL BE DOING:

• Serve as the senior technical escalation point for complex, recurring, or high-impact commercial AV service issues.
• Provide advanced remote and onsite troubleshooting across audio, video, control, unified communications, DSP, AV-over-IP, and network-connected AV systems.
• Triage technical issues and determine whether they can be resolved remotely or require onsite service.
• Provide the Service Coordinator and Service Manager with technical recommendations regarding required skill level, parts, manufacturer support, subcontractor support, and escalation paths.
• Own assigned escalated service tickets through technical diagnosis, resolution, system verification, documentation, and customer closeout.
• Support Service Technicians with field guidance, complex troubleshooting, technical decision-making, and manufacturer escalation.
• Diagnose DSP, control, UC, networking, signal-flow, firmware, and configuration issues across integrated commercial AV environments.
• Perform or verify post-service system health checks covering audio, video, control, cameras, microphones, network connectivity, firmware, and user functionality, as applicable.
• Lead root-cause analysis for repeat issues and recommend corrective actions, training, documentation updates, or system changes.
• Establish and maintain troubleshooting standards, service checklists, verification procedures, and technical documentation expectations.
• Review escalated or complex service tickets for complete problem statements, diagnostic steps, labor, parts, configuration changes, resolution notes, photographs, and follow-up requirements.
• Maintain or verify technical records, including as-built redlines, configuration backups, firmware records, network changes, serial numbers, warranties, and system documentation.
• Provide technical mentorship, coaching, and hands-on training to Service Technicians.
• Identify skill gaps and recommend manufacturer training, certifications, tools, or internal development activities.
• Support commissioning and functional verification of standard conference room and collaboration environments following repairs or system changes.
• Communicate technical findings, resolution status, risks, and next steps clearly to customers, the Service Coordinator, and service leadership.
• Provide professional customer guidance and basic system retraining when needed.
• Support the Service Manager in meeting SLA commitments by identifying technical risks, recurring problems, and issues requiring elevated attention.
• Support and maintain audiovisual systems within the MN, IL, MO, WI Experience Centers.
• Stay current with commercial AV platforms, unified communications technologies, AV networking, manufacturer software, firmware, and industry practices.
• Promote continuous improvement by identifying service-process gaps, recurring installation issues, documentation deficiencies, and opportunities to improve service quality.
• Follow all company safety requirements and safely operate diagnostic equipment, hand tools, power tools, ladders, and other equipment required for service work.

WHAT YOU SHOULD HAVE:

• 5+ years of commercial audiovisual installation, field engineering, commissioning, or service experience.
• Expert knowledge of Crestron, Q-SYS, Shure, Biamp, Extron, Logitech, Microsoft Teams Rooms, Zoom Rooms, Yealink, Neat, Cisco, & Poly systems.
• Expert knowledge of commercial AV systems.
• Expert level understanding of audio and video signal flow.
• Advance troubleshooting abilities across integrated commercial AV systems.
• Ability to interpret schematics, signal-flow diagrams, network diagrams, as-built drawings, and manufacturer documentation.
• Expert level customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to lead technical troubleshooting and mentor developing technicians.
• Knowledge and ability to safely use power tools and hand tools.
• Organization, attention to detail, and ability to multitask.
• Demonstrated ability to work without direct supervision.
• Experience with audio visual presentation equipment.
• CTS required; CTS-I Certification preferred.
• Q-SYS level 2 and Dante level 2 certification preferred but not required.
• Experience with ConnectWise or a comparable PSA/service-ticketing platform.
• Experience with remote monitoring, configuration backup, service analytics, or managed-service platforms.
• Ability to travel to customer sites (occasional 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.
• This position may require travel between offices, jobsites, and/or client locations, which may involve extended periods of sitting or standing, lifting light luggage, and adapting to different time zones.

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 $40.50-$45.25/hour. Actual compensation will be determined based on a variety of 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 (MN)
• 401k Match (50% of every 1% up to 4%)

HOURS:

This is a full-time position. Standard work schedule is Monday-Friday, with occasional weekend work as needed.

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.

Candidates must be legally authorized to work in the United States. We are not able to provide visa sponsorship now or in the future for this position.