Service and Support Engineer - Riedel Communications

RIEDEL Communications is the leading provider of live production tools in the media, sports and entertainment sectors. To cover our customers' needs holistically, we are divided into three business units: Product Division, Managed Technology & Riedel Networks. 

Our Product Division develops, produces and distributes audio, video, IT and communication solutions. With our live production tools for the media, sports, entertainment and corporate industries, we deliver a wide range of high-quality and state-of-the-art products that are among the most innovative of their kind in the industry. 

Join us as a Service and Support Engineer on this exciting journey and experience the fascination of Riedel Communications in action.

YOUR RESPONSIBILITIES

We are seeking an energetic, self-motivated technical professional to join our team to support our technical operations at Riedel Communications. The position is based in our Americas headquarters office in Santa Clarita, CA and covers both the North American and Latin American regions. The Service and Supports team is part of the Customer Success organization within the Riedel Product Division, which designs, manufactures, and distributes pioneering real-time networks for video, audio, and live video production solutions. Its products are used worldwide for broadcast, pro-audio, events, sports, theatre, and security applications worldwide. The team is at the heart of our post-sales customer success journey and manages all post-sales delivery and support requirements. These includes, but is not limited to, engaging with customers on commissioning, training, and support topics, diagnosing hardware and software issues, raising R&D tickets, and coordinating the repair or replacement of customer devices. The team is also responsible for the configuration, maintenance, scheduling, and delivery of our demonstration equipment for tradeshows and customer qualification, as well as for our lab systems in our Santa Clarita office. Working as a Service and Support Engineer is an engaging and collaborative role in the organisation with multiple internal stakeholders including Sales Managers, Pre-Sales Engineers, Product Experts and R&D, to name a few. The Service and Support Engineer’s overall key objective is providing direct customer support for our products and solutions, while also successfully delivering on-site (and remote) post-sales commissioning and training services.

•    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 en-hance their product and solutions knowledge, technical acumen, and tech-nical skills.
•    Maintain, configure, and schedule 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 pre-pare for onsite commissioning and training including all content and mate-rials 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.

THAT'S YOU

Skill Level
•    Experienced professional

Education
•    Bachelor’s degree or equivalent program related to information technology, SW/EE engineering, computer science, or related field.  

Professional Record/Expertise
•    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.

Language Skills
•    English (fluent)
•    French, Spanish, or Portuguese a plus