Service and Support Engineer
Tulsa, OK, United States
Please Note
:-
Candidates proficient in French, Spanish, or Portuguese have an added advantage
.
Responsibilities:-
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 enhance their product and solutions knowledge, technical acumen, and technical skills.
Maintain, configure, and schedule the 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 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.
Act as market and industry aware collaborator providing information on competition and market trends.
Requirements
Professional Record/Expertise:-
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 2022-7, NMOS, PTP)
Knowledge of IP technologies and standards (Virtual machines, TCP, UDP, IGMP, VLAN, PTP, multicast media traffic. Cisco/Arista 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, 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, medium-sized company
Ability to cross-domain thinking and willingness to collaborate closely with other company functions using excellent communication skills.
Self-organised and capable to self-educate 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.
#J-18808-Ljbffr