Job Description: The Technical Service Engineer will perform a variety of complex technical tasks needed to support customers with basic troubleshooting capabilities designed to isolate and resolve LED issues experienced.
In addition, non-field repairable items once identified will be processed as an RMA (Return Material Authorization) and managed through the repair and return process.
Essential Functions: Provide daily technical (troubleshooting) phone and online support for all Absen customers.
Provide access to technical manuals, collateral, SW/FW, work instructions as needed.
Provide technical advice regarding the technology and engineering of our products in order to promote, support, and service the sale of our products.
Identify and manage and coordinate the service RMA process (client, tools and process) for full RMA cycle and return.
Manage RMAs and tech support calls via assigned tracking tools.
Complete applicable administration in relation to the above related activities.
Evolve technical database repository for tech support use.
(Problem/Solution Tree) management.
Provide RMA / Tech support health reporting as needed by management.
Conducts routing tests and solves mechanical or electronic problems involved in the operation of the products.
Assist in customer satisfaction surveys.
Service Data Analytics compiling, reporting, and planning.
Escalation management process (when applicable).
Management of assigned tasks.
Support sales representatives by providing technical knowledge to clients and potential clients.
Coordinate the return of customer material back to the company for repair.
Assess the potential application of company products or services and offers solutions that meet customer needs.
Provide technical training to customers.
Use technical knowledge of product offerings to support and build sales and support services.
Provide support in both pre and post-sales.
Assist with root cause analysis of failed components from the field.
Field and manage support calls as assigned.
Complete applicable administration in relation to the above related activities.
Travel to customer sites as needed to coordinate duties listed above.
Management of assigned tasks.
Performs all other duties assigned that the employee is capable of performing.
Competencies: Ability to break down complex problems into manageable parts.
Thorough understanding of parts’ roots and relationship to other parts.
Ability to interpret a variety of instructions in written, verbal, diagram, or schedule form.
Ability to work with a high level of integrity with minimal supervision.
Excellent communication skills with the ability to interact with customers in a professional manner.
Expert level service professional with the ability to work with a high level of integrity and with minimum supervision.
Demonstrated ability to use sound independent judgment.
Advanced computer and networking skills.
Must be willing and able to travel 65% of the time.
Trouble-shooting skills related to electronics.
Ability to operate digital and analog oscilloscopes, logic analyzers, pulse generators, meters, and other electronic instruments.
Ability to work from schematics or rough sketches.
Education & Experience Requirements: Preferred AS Degree in Computer Science, Engineering or other technical related area plus 1 year minimum experience or equivalent technical training and 2 years of LED/AV service and support experience.
Technical Help desk, Network Operation Center (NOC) experience.
Ability and experience working with the phone systems, excel, word, access, PowerPoint, ERP/CRM systems.
AV industry or CTS certifications a plus.
Physical Requirements: Must be able to lift up to 25 lbs regularly and up to 50 lbs occasionally.
Work Location: Remote/On-site Orlando Office & Warehouse Travel: 65% Travel Must travel to fulfill job duties and responsibilities as needed.
Valid driver’s license required.
Language: Excellent written and verbal communication skills Proficiency of fluency in additional languages is preferred but not required