Field Engineer, Professional Services (Project and Support) EMEA Lainate (Milan, Italy)
Imagine Communications
Lainate MI, IT
7 gg fa

Overview

Every day, Imagine Communications is delivering billions of media moments all over the world anywhere, anytime and on any device.

Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-

event venues. Today, we’re driving an industry transformation by investing deeply in a new generation of media enabled by IP, virtualization, cloud infrastructure and software-defined networks.

At Imagine Communications, groundbreaking work is part of our everyday environment. All our employees play a vital role in our organization, helping the media industry enable instant access to moments that matter.

Wherever your skills fit in our business from engineering and sales to service and support you’ll find you gain much more than just a job.

At Imagine Communications, you’ll gain the opportunity to contribute to the transformation that’s taking place in the way the world is consuming media.

If you’re looking to join a market leader and take your career to the next level, contact us today!

Imagine Communications Corp. is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis of race, color, religion, national origin, sex, gender, gender identity, gender expression, age, sexual orientation, disability (physical or mental), medical condition, marital status, ancestry, protected veteran status, genetics and any other protected group status or non-

job related characteristics as directed by law.

Specific duties include but are not limited to

The primary responsibility of the Field / Customer Service Engineer is to provide on-site services and telephone / remote support to the customer on a large set of Video Product such as, for example, Servers, Video Router, Multiviewer, Audio / Video Core Processing, Test & Measurement, Automation and Media Asset Management products or associated system / devices.

On-site support includes installation and operation of equipment, basic operational and maintenance training and troubleshooting and effective problem resolution.

This position requires frequent travel (up to 60%) within the EMEA region and periodically after-hours on-call phone support based on an On Call Rota alternating with other team members in the Team.

This job is located in Lainate (Milan, Italy) office.

Key Responsibilities :

Technical Commissioning and Training

  • Provide on-site installation of equipment and assure its operation
  • Deliver basic operation and maintenance training to customers in the French and English language
  • Provide troubleshooting and repair of assigned equipment at the customer site
  • Provide alternative solutions to customer issues where the current solution does not meet customers’ expectations
  • Produce simulations of customer-reported problems and test various alternatives and options to arrive at a resolution to the problem
  • Interface effectively with other departments to resolve on-site customer issues
  • Follow-up with customers to ensure issues are adequately resolved
  • Act as an advocate for both the company and the customer
  • Arrange for module exchange or factory repair of customer product
  • Complete expense and field trip reports timely and accurately
  • Technical Product Support

  • Resolve customer product / System issues following defined support processes
  • Ensure that all tickets are duly followed up and that a timely and proactive communication to update Customer along the resolution of their technical issues is provided
  • Arrange for module exchange or repair of customer product
  • Enter service calls and associated activities into CRM system accurately and in a timely manner
  • Escalate more complex technical issues through the appropriate system
  • Support e-service tools such as customer queries and Repair
  • Troubleshoot product to board level
  • Assure parts for repair are tagged and processed accurately
  • Escalate repairs that cannot be completed within advertised turn-around time
  • Key Requirements :

  • Demonstrate sufficient experience and understanding of the technical broadcast market with a focus on Servers, VideoRouting / Master Control Switchers, Automation, Multiviewer and Audio / Video processing,
  • Demonstrate sufficient experience and understanding of the technical broadcast market with a focus on Servers, VideoRouting / Master Control Switchers, Automation, Multiviewer and Audio / Video processing,
  • Video / Audio test and measurement,
  • Good presentation skills
  • Network protocols (IP, TCP / IP, FTP, real-time streaming protocols, etc)
  • Technical Associate degree or equivalent experience in Broadcast, IT and Networking
  • Demonstrated ability to handle and resolve customer problems
  • Experience in problem-solving methodologies for root cause analysis and corrective action
  • Ability to understand the failure mechanisms of complex electronic systems with mechanical, electrical and software interactions
  • Ability to use appropriate test equipment to conduct repair and troubleshooting
  • Working knowledge of PC hardware, MS Windows, networking protocols
  • Working knowledge of baseband / digital audio and video signals
  • Successful experience working in a cross-cultural team environment
  • Good presentation skills
  • Must be available for periodic travel and after-hours on-call support
  • Coming Soon!

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