Customer Support

2 months ago

Winnersh, United Kingdom Evertz UK Full time

A customer focused role, providing a wide spectrum of technical support for Broadcast and professional audio clients, worldwide.

Evertz is a world leading company in the design of innovative and pioneering broadcast equipment. We currently have a vacancy in our Customers Support team based just outside Reading, Berkshire, UK. We are looking for keen and enthusiastic engineers/technicianswith a passion for broadcast audio to join the UK team.

Job Responsibilities:

- Provide first class technical onsite support and service to customers, assuming responsibility for resolving all issues in a professional manner.
- Visit customer’s premises to commission equipment.
- Provide operational & service training.
- Assist with Customer Acceptance Testing when required.
- Monitor all relevant issues and report appropriately.

Basic Qualifications:

- No mandatory formal qualification required, although HND / Degree in Electronics or Engineering as a guide.
- May be qualified through industrial or professional experience, and will have extensive digital audio experience in broadcast or a related professional audio field.
- Will have previous experience testing/servicing/commissioning digital consoles in the audio industry.
- Willingness to learn technical aspects of legacy and current product and be able to self-educate to competency level given access to appropriate resources.

Preferred Qualifications & Desired Competencies:

- Ability to exercise excellent judgement when under pressure to manage difficult issues effectively to ensure good outcomes.
- Ability to work independently under own initiative and unsupervised on-site.
- Team Player: respect for colleagues; communicating with clarity and accountability, pro-actively sharing knowledge and expertise, and asking for assistance where needed.
- Able to adapt to changing demands and conditions and manage unexpected obstacles.
- Customer Focus: Providing exceptional service and quality to external and internal customers.
- Self-Awareness: Accepting responsibility for personal development and actions.

Skills and Knowledge
- Good working knowledge & understanding of modern digital consoles and complex studio infrastructure from both a technical and operational perspective. Previous operator experience is an advantage but not essential
- Good computer and networking knowledge - will be able to set up and troubleshoot PC and Linux based systems, network infrastructure, and the latest Video and Audio over IP technologies.
- A good understanding of techniques & circuitry used in audio equipment including digital audio & power electronics. The ability to analyse circuits and modify designs will be an advantage.
- An understanding of the various environments in which our customers operate, including theory & practice relating to these..
- Has good administration skills, including Microsoft Office, and CRM.
- Has a working knowledge of modern PCB design and assembly techniques & ESD Special Handling requirements.

Communication
- Must have good interpersonal & communication skills.
- Fluent in English

Planning and Organisation
- Can organise and plan their own work in order to meet tight deadlines, whilst simultaneously working on a variety of projects.
- Manage customer relationships, both internal and external.

Personal Qualities
- Self motivated, with the ability to self-manage time, targets and work load.
- Enthusiastic and always maintains professionalism, even under extreme pressure.
- Flexible, willing and able to travel or work overtime at short notice.
- Excellent attention to detail, following set procedures, quality standards and instructions as required. Also resourceful, with the ability to put forward solutions quickly in difficult situations.
- Willingness to travel both nationally and internationally

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