Service and Support Engineer

• Manage and ownership of Customer Support cases.
  
• Participate in the 24/7 Service Level Agreement hotline during local office business hours and oncall 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 skills.
  
• Maintain configure and schedule the 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.
  
• 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 projectrelated 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.
  
  

Requirements

• Bachelor s degree or equivalent program related to information technology SW/EE engineering computer science or related field.
  
• 4 years of proven experience in a relevant market field interacting with customers ideally in the broadcast/entertainment 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 20227 NMOS PTP)
  
• Knowledge of IP technologies and standards (Virtual machines TCP UDP IGMP VLAN PTP multicast media traffic. Cisco/Arista certification preferred)
  
• Knowledge of cloudbased media streaming technologies (RTMP SRT JPEGXS MXF etc) and knowledge of public cloud provider technologies and infrastructure such as AWS Azure Google etc a plus
  
• Technical and operational knowledge of live production equipment (software production switchers instant replay video review etc.)
  
• Knowledge of fibre optic systems and RF systems a plus
  
• Knowledge and experience with both development and CRM tools and software (Salesforce Atlassian Jira/Confluence preferred)
  
• Passion about communication to customers and troubleshooting of systems.
  
• Team player that fits the personality and basic setting of an international mediumsized company
  
• Ability to crossdomain thinking and willingness to collaborate closely with other company functions using excellent communication skills.
  
• Selforganised and capable to selfeducate on new technologies.
  
• Excellent communication & presentation skills with strong knowledge of Microsoft Office 365 suite and Microsoft Teams
  
• Attention to detail and a strong work ethic.
  
• Ability to work independently while contributing to a team environment collaborating across departments
  
• Ability to travel frequently domestically & internationally.