| Job Description | The primary responsibility of the Customer Service Solutions Field Support Engineer is to provide direct technical support to Broadcast products at customer sites as well as call center telephone support when assigned to be in the office. In this role it will require the individual to review and implement system/workflow designs, assess “out of box” quality of delivered products, coordinate logistics of replacement parts as needed with the Call Center to ensure a timely and successful closure of assigned jobs, and provide follow up documentation at the completion of the job. This documentation will include commissioning reports, bug tracking entries, quality and expense reports. Will also interact with representatives from Sales, Engineering, System Integrators and other Service elements to address issues to help drive jobs to success.
Focus on broadcast products to include: broadcast automation, video servers, non-linear news editing, video and audio routers, master control systems, video graphics systems, networking solutions, and modular infrastructure equipment. Knowledge of NRCS and MOS components is a plus.
• Provide technical support and/or training on specific broadcast products identified above in the installation, “go live” and post launch support environments.
• Provide documentation regarding product quality, assigned job analysis, bug tracking entry, and expense reporting in a timely manner.
• Provide Call Center telephone support as assigned while performing administrative duties in the office.
• Provide customer consulting assistance on workflow, design, alternative approaches, system interfaces and application of the system. Research information utilizing internal and external resources.
• Successfully manage a moderate to heavy workload requiring technical and practical knowledge; utilize insight; good judgment; good interpersonal and time management skills on assigned jobs of varying levels of difficulty
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