Service and Support Engineer

5 days ago

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Grass Valley

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manufacturing management • global services • television broadcast equipment • live production • news

1001 - 5000

💰 $36M Venture Round on 2001-06

Description

• Grass Valley is looking for a Service and Support Engineer to demonstrate industry leading customer service and provide innovative solutions that help to resolve our customer’s various broadcasting challenges. • Receive and manage customer support calls • Help customers troubleshoot and resolve issues remotely • Reproduce customer issues in the lab and escalate to L2 or R&D for resolution • Help ship and configure replacement parts to customer sites • Travel Occasionally to customer sites to help integrate new systems or support live events • Install new systems and help maintain existing systems • Manage field activities and implement engineering designs • Run field operations, offering technical support, and troubleshooting on-site issues • Oversee equipment testing, maintenance, installation, and planning. • Communicate with clients to determine needs and explain complex issues • Analyze data, monitor expenditure, and draft progress reports. • Write tutorials, how-to videos, and other technical articles • Work on highly complex customer problems • Provide prompt and accurate feedback to customers • Ensure all issues are properly logged within SFDC, JIRA • Prioritize and manage several open issues at one time • Prepare accurate and timely reports • Produce written designs and documentation regarding proposed or actual deployments - includes traditional as well as solutions using Grass Valley AMPP Technology

Requirements

• Previous experience as a support engineer, field engineer or similar role • Degree qualified or equivalent combination of skills and experience in the Broadcast Industry • Well-versed in technical aspects of field projects, including HW and SW • Knowledge of Broadcast Video and Audio formats • Knowledge of New technology, Networking, 2110-xx, Cloud • Knowledge of DB maintenance (SQL…) • Working knowledge of server-based applications and computer networking • Attention to detail, very good organization and stress management • Outstanding communication skills (Written and Spoken) • An analytical mind and strong problem-solving ability • Basic cloud technology knowledge (AWS, Azure or Google Cloud certification) (Preferred) • Strong customer focus • Strong multi-tasking skills • Self-starter who is excited about technology • Willingness to learn and adapt to the entire technology stack • Solid research skills with an emphasis on finding and using information quickly • Proven ability to function as a part of a team. • Excellent written and verbal communication skills. • Proven ability to meet deadlines. • Be hardworking, organized, team orientated and be able to work under pressure. • Ability to travel to and work at customer sites on a regular basis if required

Benefits

• Competitive compensation package • Comprehensive benefits including a flexible time off policy • Energizing and supportive work environment