Field Support Engineer - Asia Pacific Flexible.

Field Support Engineer – Asia

This post will entail an interesting and varied role helping to support a wide range of broadcast digital video systems and audio-visual equipment which includes everything from simple ADC’s to multi-channel master control TV systems and multi-display processors.  We pride ourselves on our level of customer support and the successful candidate will be expected to act on his own initiative liaising with other departments where necessary to close issues. Product training will be given. 

Tasks and responsibilities

·       Provide scheduled installation, commissioning and training and manage, escalate and drive satisfactory resolution of customer issues.

·       On-site customer visits for commissioning / training, technical support and sales support

·       Resolving customers’ technical questions by both phone and e-mail

·       Escalating customer issues, should engineering involvement be required

·       Configuring complete Linux-based video systems for sales and/or support needs as necessary

·       Configuring Windows based equipment for sales and/or support needs as necessary

·       Coordinating with the office on a daily basis, to help coordinate support within the region

·       Working with local sales managers to assist with preparing equipment for demonstrations

·       The ability to demonstrate the equipment at a basic level

·       Proactively ensure that customers within their defined territory derive maximum benefit from the product and service(s) delivers to them through the management and delivery of technical resources, information and direct account engagement

·       Engage Help Desk staff to resolve customer issues in a timely fashion to ensure focus on customer quality

·       Maintain excellent working relationships with other representatives who will be active within the shared accounts.  This includes Sales, Marketing, and other vertical businesses within Operations

·       Proactively interface via regular service review meetings with customers in the management of technical issues as well as collaborating in planning, implementation of potential industry solutions designed around all products

·       Proactively communicate with the Help Desk and sales on the status of key accounts

·       Identify opportunities to assist customers through expanded services and engage appropriate resources to drive those opportunities

·       Proactively monitor technical issues at customer sites and make recommendations to reduce the risk/impact of similar future problems. Engage sales and/or engineering where appropriate

·       Maintain and expand their working knowledge of current and new solutions and products, as well as their integration and methods of support delivery

·       Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of customer support

·       Act as the primary source for escalated issues within defined territory

·       Ability to manage the part replacement program within territory

·       Responsible that all customer issues get addressed and resolved

·       Ability to test and qualify multimedia applications and devices with products – hardware and software

·       Providing input to weekly escalation reports for customer issues

·       Providing input to product knowledge database and training material

·       Wanting to be part of a team ensuring that provides industry standard support

·       Perform Office Based Technical Support and administrative work approximately 10% of the time

·       Perform Field Support 15%-25% of the time

·       Perform Field Commissioning / Training 15%-25% of the time

·       Support the Sales Organization by performing demo’s and other Sales Support activities on average 40% of the time

 Personal qualifications

·       Excellent verbal communication skills

·       Good written communication skills

·       Excellent analytical skills

·       Ability to deal with demanding customers in live broadcast environment

·       Self motivated and independent requiring little supervision

·       Ability to work shift work

·       Ability to travel up to 50%

·       Ability to adapt to quick schedule changes

·       Ability to provide support on many products and platforms

·       Ability to clearly document and analyze customer problems

·       Ability to manage multiple customer issues

Professional Experience

·       Minimum 5 years experience working in customer service and field support

·       Minimum of 3 to 5 years of experience working in broadcast or multimedia environments

·       Significant computer network experience

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