Project Engineer

• 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 prepare for onsite commissioning and training including all content and materials 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. 
• Manage and take 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 enhance their product and solutions knowledge, technical acumen, and technical sales skills.
• Act as market and industry aware collaborator providing information on competition and market trends.
• Champion KCS principles, educating and coaching support staff on effective knowledge creation and maintenance
• Develop and maintain knowledge base articles, user documentation, and guides to support products and services
• Utilize the knowledge base to efficiently resolve customer issues

Education

• Bachelor’s degree or equivalent program related to information technology, SW/EE engineering, computer science, or related field. 

Professional Record/Expertise

• 4+ years of proven experience in a relevant market field, interacting with customers, ideally in the broadcast and entertainment Audio/Video market
• Knowledge of communication, digital audio technologies and standards (AES3, AES67, ST 2110, NMOS, PTP)
• Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-7, NMOS, PTP)
• Knowledge of IP technologies and standards (VM, TCP, UDP, IGMP, VLAN, PTP, with Cisco, Arista, or NETGEAR certification preferred)
• Knowledge of cloud-based media streaming technologies (RTMP, SRT, JPEG-XS, MXF, etc) and knowledge of public cloud provider technologies and infrastructure such as AWS, Azure, Google
• Technical and operational knowledge of live production equipment (software production switchers, instant replay, video review, etc.)
• Knowledge of fiber optic systems and RF systems a plus
• Knowledge and experience with both development and CRM tools and software (Salesforce, Atlassian Jira/Confluence preferred)
• Excellent communication & presentation skills, with strong knowledge of PowerPoint, Word, Excel
• Attention to detail and a strong work ethic
• Ability to work independently, while contributing to a team environment collaborating across departments
• Understanding of knowledge management principles and methodologies
• Proficiency with Learning Management Systems, Knowledge Base software, and/or CRM platforms preferred.
• KCS v6 Practices certification highly desirable.
• Proven ability to create clear, concise, and engaging content for diverse audiences.
• Mobility and willingness to travel – lives within reachable proximity of a major airport (willing to travel approximately 50% of the time) 

Language Skills

• English (fluent)
• French, Spanish or Portuguese a plus