• Diagnose and resolve service requests for Pro‑AV systems (remotely and onsite) • Communicate clearly with clients to identify issues and provide solutions • Escalate unresolved issues appropriately and follow through to final resolution • Manage warranty replacements and ensure proper documentation • Prepare tools, parts, and equipment for service calls • Keep accurate time records • Maintain clean, organized workspaces and vehicles • Deliver updates to the Client Care & Service Coordinator • Represent the company with professionalism and exceptional customer care