Life at PTG
Work for us, and we’ll work for you.
The same passion and dedication that we bring to our clients, we bring to one another. That’s why we’ve been named one of the “Best and Brightest Companies to Work for in the Nation” – year after year. If you’re the kind of person who wants to work to your strengths while truly connecting with others, take a closer look at PTG.
We celebrate the individual.
We thrive as a team.
We play as hard as we work.
Core Values
Customer Centric
We deliver on our promises, and are relentless in our efforts to provide the solutions that justify our clients’ faith in us.
Relationships
From our fellow team members to clients and partners, we treat everyone with respect and dignity, and we believe in people.
Excellence
We’re passionate about providing the best products, services and experience to our clients. This is a core PTG differentiator.
Teamwork
Collaboration and accountability enable us to be the best at what we do for our team, company and clients.
Innovation
The innovation that we bring to our technology solutions fuels our leadership in service, products and quality.
Trust
We’re all in this together, and we honor and value our relationships through open and transparent communication.
Open Positions
Hey there! We’re excited you’re here and invite you to explore the opportunities we have available. At PTG, we’re a team that thrives on innovation, collaboration, and a bit of fun along the way. If you’re looking for a workplace where your talents can shine and your contributions are valued, you’ve come to the right place. Take a look at our open roles and join us in creating cutting-edge audio-visual experiences!
Customer Service Representative
Purpose
The Customer Service & Support Specialist plays a critical role in managing service requests, optimizing technician dispatch, and maintaining high service standards. This role involves overseeing service tracking systems, collaborating with internal teams, and ensuring compliance with Service Level Agreements (SLAs). The Customer Service Specialist is responsible for clear communication, accurate documentation, and effective coordination to deliver exceptional service to clients.
Responsibilities
Service Coordination and Tracking:
- Oversee the internal tracking system for service jobs, including managing Q360 boards, the technician database, and client web portals as required.
- Diagnose and troubleshoot service requests before dispatching technicians to optimize efficiency and resolution time.
- On call work over weekends and holidays to ensure our SLA clients needs are met.
Scope of Work (SOW) Management:
- Develop detailed Scopes of Work (SOW) for service dispatches, ensuring clarity and precision.
- Communicate SOWs clearly to technicians to facilitate efficient and timely dispatches.
Technician and Resource Alignment:
- Coordinate technician sourcing needs with Installation Services, aligning with SOWs and budgets.
- Manage service call costs to remain within approved budgets per customer agreements and SLAs.
Documentation and System Management:
- Maintain and update client-specific notes in Q360 to ensure accurate and current information.
- Generate and manage technician Purchase Orders (POs) and Client Sales Orders (SOs) in Q360.
- Upload all necessary documentation into the internal storage system for easy access and record-keeping.
Client and SLA Management:
- Adhere to Client Service Level Agreements (SLAs), ensuring compliance and high service standards.
- Escalate concerns or recurring issues to the Manager, particularly those affecting SLAs or client satisfaction.
Collaboration and Communication:
- Work closely with the Engineering team to ensure the proper equipment is specified and quoted for replacements or enhancements.
- Coordinate equipment shipments, maintaining clear communication with internal teams and external customers as required.
Job Completion and Verification:
- Ensure the successful completion of service jobs by technicians, including collecting Certificates of Completion (COC), photos, and verifying technician PO amounts.
- Generate quotes in Q360 and obtain client approval when necessary.
Qualifications
- Associate or Bachelor’s degree in Business Administration, Communications, or a related field preferred.
- 2–4 years of experience in customer service, service coordination, or technical support, ideally within the AV, IT, or construction/field services industry.
- Experience working with service ticketing systems or project/dispatch platforms preferred.
- Strong organizational skills
- Technical proficiency
- Clear and professional communication
- Attention to detail
- Problem-solving mindset
- Team collaboration
- Self-motivated and accountable
- Reliable
