Service and Support Engineer

Overall Objective:

The Service and Support 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 communications. 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 include but is not limited to engaging with customers on technical support tickets, product commissioning, training, 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 maintaining our lab systems in our Santa Clarita, CA 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. 

Responsibilities:

• 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
• 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
• Maintain, configure, and schedule use of lab systems for all the larger remote 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
• Advise Management on project and support case status, risks and mitigation
• 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

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
• 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.

 
Language Skills

• English (fluent)
• Spanish preferred
• French or Portuguese a Plus