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Who we are

Riedel Communications, founded in 1987, designs, manufactures and distributes innovative real-time networks for video, audio and communications. Its products are used for broadcast, pro-audio, event, sports, theatre and security applications worldwide. The company is known for pioneering digital audio matrix systems and fibre-based real-time network technology.

Riedel is headquartered in Wuppertal, Germany and employs over 800 people in 23 locations throughout Europe, Australia, Asia and the Americas.

As a result of continued growth, Riedel Communications is looking to hire a talented and motivated candidate to join our North America Service & Support Team.

The candidate will be based in our US office (Santa Clarita, CA) and will report into the Vice President Customer Success, Americas.

Your responsibilities

We are seeking an experienced Head of Technical Support and Repair to lead the Americas based teams in providing excellent customer support and service.

For this demanding full-time job, we are looking for a creative, flexible, pragmatic, self-organized, diligent and team-oriented person for our office in Santa Clarita, CA.

With your superb communications skills and a passion for problem solving in a fast-paced team environment, you aim for operational excellence and the best customer experience.

  • Coordinate, lead, and develop a cohesive team of service and support engineers and repair technicians performing customer support, system commissioning on site, and in-house repair services, assisting the team in understanding and prioritizing their work, managing escalations, and ensuring process compliance
  • Set team goals in alignment with Global Customer Success objectives, assisting direct reports in the definition and attainment of individual goals
  • Manage ownership of customers issues and repairs, following incidents through to resolution, and advocating for customers defining ways to continually add value to the customer experience
  • Serve as a manager, mentor, knowledge resource, and escalation point for your direct reports, building credibility and trust within your team.
  • Develop and maintain effective procedures for repair management including definition and monitoring of KPIs, in alignment with global Customer Success objectives
  •  Serve as an escalation point of contact for internal and external incidents including on-site visits when needed
  • Participate in the development of new Service and Support products, policies, standards and processes
  • Effectively escalate major technical issues accordingly, working closely with the other related departments

Your professional expertise

  • 5+ years of proven experience in a relevant market field, ideally in the broadcast or AV entertainment market
  • 4+ years’ experience as a team lead / manager, preferably in technical support and/or repair
  • 3+ years’ experience in network architecture and deployment
  • Knowledge of communication, digital audio technologies and standards (AES3, AES67, ST 2110, NMOS, PTP)
  • Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-6, NMOS, PTP) 
  • Knowledge of IP technologies and standards (TCP, UDP, IGMP, VLAN, PTP)
  • Knowledge of fiber optic systems and RF systems a plus

Who you are as a team player

You are a creative, flexible, pragmatic, and skilled individual with superb communications skills and a love of problem solving in a fast-paced team environment.

You have strong technical skills and knowledge with hands-on mentality and work as a member of your own team, creating and fostering knowledge sharing and collaboration.  You aim for operational excellence and strive for the best customer experience.

You have excellent communication skills directly managing customer escalations and partnering closely with internal Riedel teams. 

  • Passion about communication to customers and troubleshooting of electronic systems
  • Self-organised and capable to self-educate on new technologies
  • Natural authority, sociable and open personality
  • Team player that fits the personality and basic setting of an international, medium-sized company
  • Loyalty, reliability and personal integrity
  • Ability to cross-domain thinking and willingness to collaborate closely with other company functions using excellent communication skills
  • Ability to work under pressure
  • English speaking is a must; Spanish is ideal and / or another language such as French or Portuguese
  • Mobility and willingness to travel (mainly in North America)

What Riedel offers you

We strive to offer the most productive work environment we can, including:

  • Training & Professional Development
  • Health Benefits, including Medical, Dental, Vision & Flex Spending Account
  • Terrific 401K retirement program
  • Generous Vacation, Paid Leave, and Holiday Observances
  • Employee Referral Program

In order to achieve our goals, we are always looking for highly motivated and qualified employees who want to join our family and grow with us. Riedel offers a creative and cooperative working environment with great challenges.

We promote the professional development of our employees and offer flexible working hours and sustainable further training.

Salary range varies from $110,000.00 - $150,000.00 yearly, depending on the qualifications and experiences.

If all of this appeals to you, then come to us and write our success story with us!

Richard Hartmann
RIEDEL Communications Inc.
25702A Rye Canyon Blvd
Santa Clarita, CA 91355

+1 (514).224.1927