Customer Support Engineer

2 months ago

Halifax, United Kingdom Service Care Solutions Full time
About The Company & Role
Our client is a leading provider of innovative technology solutions worldwide, committed to delivering exceptional customer service and support. Due to ongoing growth they are currently looking for a talented and motivated Customer Support Engineer to join their dynamic team. This role offers the chance to work with cutting-edge technology and engage with clients worldwide.
Role Overview:
As a Customer Support Engineer, you will be responsible for providing outstanding after-sales service and product commissioning at customer sites, alongside training customers and distributors in the operation and maintenance of a variety of products. This is a customer facing role and as such you will play a key role in maintaining their reputation for excellent customer support and product delivery.
Key Responsibilities:
Efficiently process service enquiries and calls.
Commission and provide onsite service for products, including upgrades and fault correction.
Offer on-air support and factory-based assistance to other engineers.
Utilise factory facilities for diagnosing and resolving customer-reported issues.
Conduct operational and maintenance training sessions.
Prepare and document comprehensive service training courses.
Raise quotations for support services, spare parts, and expansions.
Provide technical support for the Sales and Marketing teams during office operations, demos, and trade shows.
Maintain accurate records of service tickets and customer interactions.
Liaise with the Customer Support Administration Team for shipping and spare parts provision.
Collaborate with the Development Team to identify software bugs and design issues.
Continuously develop and review service functions, processes, and databases to align with company goals.
Provide technical sales support to the sales team and distributors.
Essential Experience Requirements:
Professional IT networking qualification (CCNA/CCNP or equivalent) and/or a Degree or Diploma in a relevant field such as Electronics, Music Technology, Broadcast Engineering or similar
Full, clean driving license.
Experience with networking protocols (IP/TCP/UDP/RTP/RTSP), LAN configurations, and AoIP technologies (AES67, Dante, SMPTE-2110).
Practical knowledge of Broadcast Engineering or Customer Support in a Broadcast Environment.
System to component level knowledge of audio and audio control systems, relating to broadcast applications.
Knowledge of Linux
Knowledge of computer-based control systems
Excellent customer interface skills and the ability to build long-term relationships.
Strong time management, problem-solving abilities, and organizational skills.
Willingness to travel extensively and work flexible hours.
Desirable Experience Requirements:
Broadcast Production environment and workflows
Data Centra Network Technologies
IPSec
Knowledge of audio test equipment and audio measurement
Understanding of broadcast audio
Understanding of Audio interfaces
How to Apply: If you are passionate about providing top-tier customer support and have the required qualifications and experience, we want to hear from you Apply now by emailing Jason Wallis at Service Care Solutions

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