Location
Mississauga ON
Job Type
Full-Time Regular
Min. Years Experience
10
Salary
$0.00 — $0.00

Professional Service Technician IV

Position Overview

The Professional Service Technician IV is a senior-level role critical to ensuring customer satisfaction through expert technical service and support for Sony Broadcast and Professional products. This position integrates hands-on technical repair expertise, administrative responsibilities, and customer interaction to meet the demanding needs of the Broadcast and Professional industry. The incumbent will collaborate with engineers, operators, and technicians on systems support, sustaining, training, and service repair for both Sony and non-Sony products while adhering to manufacturing standards. This role involves independent work at branch locations without direct supervision and includes mentoring junior technicians. The successful candidate will represent Sony with professionalism and technical excellence, driving customer success and operational efficiency.

Key Responsibilities

  1. Technical Service & Repair Operations

Depot Repairs:

  • Diagnose, evaluate, troubleshoot, and repair Sony broadcast and professional electronic equipment at service depot locations.
  • Resolve highly complex technical issues involving integrated broadcast and professional products or systems.
  • Configure and troubleshoot advanced broadcast and professional audio, video, data, and control systems for Sony and non-Sony products.
  • Perform repairs per manufacturer standards, including software updates as necessary, functional improvements, and modifications, ensuring detailed documentation in work orders.
  • Provide in-warranty, out-of-warranty repair quotations, and maintaining accurate work order records with diagnostic findings and QA results.
  • Perform and/or assist junior technicians in performing product modifications.
  • Ensure alignment with Key Performance Indicators (KPIs) such as:
    • MTTR (Mean Time to Repair)
    • CR90 (Comeback Ratio within 90 Days)
    • TAT (Turnaround Time)

Field Service Assignments:

  • Conduct initial checkouts (ICO) and commissioning for new product installations, ensuring purchased options, accessories, and latest software updates are applied.
  • Provide basic technical training for new equipment and offer technical support to authorized service providers and end users.
  • Assist in system assembly and installations, supervise and coordinate subcontractors.
  • Perform on-site service, troubleshooting and resolutions.
  • Support sales and marketing with System / AutoCAD design, commissioning and / or training services as required.
  • Ensure alignment with Key Performance Indicators (KPIs) as determined for the project.

  1. Customer Communication & Support
  • Maintain clear, detailed, and up-to-date work order notes for internal tracking and customer communication regarding repair status.
  • Assist customers with troubleshooting via phone or other communication channels.
  • Represent Sony with professionalism and technical expertise during on-site visits, ensuring a positive customer experience.
  1. Inventory & Asset Management
  • Maintain Sony-supplied tools, jigs, equipment, and spare parts in a secure, functional, and organized condition.
  1. Reporting & Additional Responsibilities
  • Submit detailed technical reports to the factory for escalated issues.

  • Coordinate with other departments or factories to resolve complex customer issues.
  • Conduct technical training seminars for internal and external clients.
  • Mentor and train junior technicians, guiding their technical and professional development.
  • Stay current with new and evolving technologies, taking required service training to maintain expertise.
  • Occasionally work scheduled weekends and handle emergency assignments as needed.

Qualifications

  • 3-year diploma in Broadcast or Electronics Engineering Technology or equivalent experience.
  • Minimum of 10 years’ service and support experience in the Broadcast and Professional industry.
  • Prerequisite: Professional Service Technician III or equivalent experience.
  • Advanced proficiency in Microsoft Office for communication, reporting, and documentation.
  • Strong organizational, communication, and interpersonal skills with keen attention to detail.
  • Ability to travel domestically and internationally to customer sites or other designated locations.

Skills & Competencies

  • Expertise in problem-solving and troubleshooting standalone products and integrated systems.
  • Proficient in interpreting schematics and system diagrams/AutoCAD.
  • Advanced mechanical skills for repair and alignment of mechanical/optical systems.
  • Skilled in using advanced test equipment for measuring and troubleshooting systems.
  • Strong knowledge of digital and analog circuits, including component-level fault diagnosis.
  • Proficient soldering and repair skills for surface-mount devices on high-density circuit boards.
  • In-depth understanding of broadcast and industry signal standards, signal flow, and workflows.
  • Demonstrated ability to develop and conduct technical training for clients and internal staff.
  • Experience managing contractors during system installations and commissioning.
  • Strong relationship-building skills with factory teams, customers, and internal stakeholders.
  • Excellent technical reporting skills for managing fault escalation and resolution with factories.
  • Toastmasters or similar certification for advanced interpersonal communication skills is a plus.
  • This position requires a seasoned professional who combines technical expertise, leadership abilities, and a customer-focused approach to exceed expectations in the fast-paced Broadcast and Professional industry.