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Customer Support Engineer
1 month ago
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.
