YOUR RESPONSIBILITIES
We are seeking an energetic, self-motivated technical professional to join our team to support our technical operations at Riedel Communications. The position is based in our Americas headquarters office in Santa Clarita, CA and covers both the North American and Latin American regions. The Service and Supports team is part of the Customer Success organization within the Riedel Product Division, which designs, manufactures, and distributes pioneering real-time networks for video, audio, and live video production solutions. Its products are used worldwide for broadcast, pro-audio, events, sports, theatre, and security applications worldwide. The team is at the heart of our post-sales customer success journey and manages all post-sales delivery and support requirements. These includes, but is not limited to, engaging with customers on commissioning, training, and support topics, diagnosing hardware and software issues, raising R&D tickets, and coordinating the repair or replacement of customer devices. The team is also responsible for the configuration, maintenance, scheduling, and delivery of our demonstration equipment for tradeshows and customer qualification, as well as for our lab systems in our Santa Clarita office. Working as a Service and Support Engineer is an engaging and collaborative role in the organisation with multiple internal stakeholders including Sales Managers, Pre-Sales Engineers, Product Experts and R&D, to name a few. The Service and Support Engineer’s overall key objective is providing direct customer support for our products and solutions, while also successfully delivering on-site (and remote) post-sales commissioning and training services.
• Manage and ownership of Customer Support cases.
• Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend.
• Support customers with remote online sessions when needed.
• Reproduce issues on service lab equipment.
• Proactively educate clients, business partners, and team members to en-hance their product and solutions knowledge, technical acumen, and tech-nical skills.
• Maintain, configure, and schedule use of lab systems for all the larger re-mote Customer Success teams.
• Maintain, configure, schedule, and deliver demo equipment and solutions for customers and tradeshows, while managing inventory and availability.
• Deliver commissioning and training services sold on projects against scope and schedule, ensuring successful project delivery.
• Work in conjunction with Riedel Teams and Customers to organize and pre-pare for onsite commissioning and training including all content and mate-rials required.
• Ensure all pre and post commissioning documentation is complete for proper handover to the Support teams.
• Ensure services quoted and ordered are appropriate and expenses are tracked.
• Advise Management on project status, risks and mitigation, and scope.
• Track and resolve any project related issues.
• Research and promote additional business opportunities, solutions, and services sales to the client and sales team.
• Act as market and industry aware collaborator providing information on competition and market trends.
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