Technical Support Specialist

3 weeks ago

Halifax, Calderdale, United Kingdom Service Care Solutions Full time
Job Overview

Company Background

Service Care Solutions is a prominent provider of audio broadcast equipment and solutions globally, dedicated to offering superior customer service and support. We are currently seeking a skilled and enthusiastic Customer Support Engineer to enhance our vibrant team. This position provides an opportunity to work with innovative technology and interact with clients across the globe.

Position Summary:

In the role of Customer Support Engineer, you will be tasked with delivering exceptional post-sales service and product setup at client locations, in addition to training customers and distributors on the use and upkeep of various proprietary products. This position is customer-centric, and you will be instrumental in upholding our reputation for outstanding customer service and product excellence.

Key Duties:

  • Handle service inquiries and calls efficiently.
  • Commission and provide on-site service for products, including upgrades and troubleshooting.
  • Deliver on-air support and assist other engineers from the factory.
  • Utilize factory resources to diagnose and resolve customer-reported issues.
  • Conduct training sessions on operations and maintenance.
  • Develop and document comprehensive service training programs.
  • Prepare quotations for support services, spare parts, and enhancements.
  • Support the Sales and Marketing teams with technical expertise during office operations, demonstrations, and trade exhibitions.
  • Maintain precise records of service requests and customer interactions.
  • Coordinate with the Customer Support Administration Team for shipping and spare parts management.
  • Work alongside the Development Team to identify software bugs and design challenges.
  • Continuously improve service functions, processes, and databases to align with organizational objectives.
  • Provide technical sales assistance to the sales team and distributors.

Essential Qualifications:

  • Degree or Diploma in a relevant field such as Electronics, Music Technology, Broadcast Engineering, or similar, along with a professional IT networking certification (CCNA/CCNP or equivalent).
  • Possess a valid, clean driving license.
  • Understanding of networking principles, including IPTCP/UDP/RTP/RTSP, LAN, and switch/router configuration (VLAN, ACL, etc.).
  • Familiarity with AoIP technologies and standards (AES67, Dante, SMPTE-2110, etc.).
  • Previous experience in Broadcast Engineering or Customer Support within a Broadcast Environment.
  • System-level knowledge of audio and audio control systems relevant to broadcast applications.
  • Proficiency in Linux.
  • Understanding of computer-based control systems.
  • Excellent customer interaction skills with the ability to foster long-term relationships.
  • Strong time management, problem-solving, and organizational capabilities.
  • Willingness to travel frequently and work flexible hours.

Preferred Qualifications:

  • Experience in Broadcast Production environments and workflows.
  • Knowledge of Data Centre Network Technologies.
  • Familiarity with IPSec.
  • Understanding of audio testing equipment and audio measurement techniques.
  • Comprehension of broadcast audio principles.
  • Knowledge of audio interfaces.

Application Process: If you are dedicated to delivering high-quality customer support and possess the necessary qualifications and experience, we encourage you to reach out to us.

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