Customer Support Engineer

3 weeks ago

Halifax West Yorkshire, United Kingdom Service Care Solutions Full time

About The Company & Role

Our client is a leading design and manufacturer audio broadcast equipment and 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 proprietary products. This is a customer facing role and as such you will play a key role in maintaining my client's 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:

  • Ideally be Degree or Diploma qualified in a relevant discipline such as Electronics, Music Technology, Broadcast Engineering or similar and hold a professional IT networking qualification (CCNA/CCNP or equivalent)
  • Hold a Full, clean driving license.
  • Knowledge of networking, including IPTCP/UDP/RTP/RTSP, LAN and the configuration of Switches / Routers (VLAN, ACL etc.)
  • Knowledge of AoIP technologies and standards (AES67, Dante, SMPTE-2110 etc)
  • Previous experience in Broadcast Engineering or Customer Support within 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 Centre 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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