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Technical Account Specialist (USA, Burbank)

 

Scope

The Technical Account Specialist is responsible for maintaining and coordinating the support needs from a technical account perspective, providing project implementation, field support, and customer services to insure customer success. Responsibilities include, but not limited to… Development & implementation of preventive and predictive maintenance programs for assigned key accounts. Providing expert level consultation services and assistance to resolve complex problems relating to products, technologies and industry workflow processes. Including implementing root cause analysis to identify and correcting system issues. Provide technical field support for live broadcasts/events. Including travel to/from customer facilities and event based locations. Candidate must be able to accurately document configurations and workflows implemented, as it relates to EVS and 3rd party products.

 

Job Description

 

This position is a:

- Hands on, tactical role that requires a broad technical knowledge of EVS & Broadcast workflows

- Act as the customers’ advocate for internal and external escalation paths, determining, communicating, & setting effective goals

- Responsible for defining professional service needs on a project basis by authoring statements of work and directly managing the delivery of professional services at client companies

The position requires the ability to work in a dynamic, face-paced environment. Prior experience in similar environments is highly desirable and sought after. The position works cross functionally with all departments to maximize customer satisfaction.

This role is a direct customer facing position that will directly convey the EVS message and EVS Product families.

 

Tasks and Responsibilities


• Providing advanced level technical consultation while resolving technical inquiries relating to the EVS product families

• Frequent on-site customer visits in the North/South America Region

• Conduct advanced operational & technical knowledge, including guidance & training, (both internal/external)

  • Training & workflow guidance as it relates to Sales/Support

• Act as an key point of contact for assigned accounts by providing knowledge of entire end to end workflows

  • Provide client support and technical issue resolution on-site, via phone, and email
  • Provide accurate documentation of workflow analysis & requirements on key product initiatives

• Quick decision making skills and ability to act independently while in a broadcast environment

• Categorizing and submitting customer issues through the customer support ticket system

• Act as Product contact with regards to products assigned

  • Provide leadership and in depth product knowledge
  • Maintain up to date knowledge and coordinate with HQ Product managers on releases and hardware changes
  • Monitor product defects, trends, and issue occurrences in the region
  • Properly document encountered problems and their solutions submitted through our internal ticketing system > Including technical documentation notes & catalog into a knowledgebase for Tier 1-2 usage
  • Train and provide information to Support/Sales team on issues, known bugs, and new product workflows

• Coordinate and reports to Senior Management in regards to key accounts & field support needs/status

  • Including regular updated of outstanding issues
  • Interacting with Product Specialist & Senior Management to continually evaluate and improve product support solutions & strategies
  • Capturing and clearly documenting customer requests and product needs for ongoing development

• Commissioning & configuring high level, complex proprietary systems

  • Coordinate with Sales/Pre-Sales to attain expectations and workflows desired by customers
  • Work closely with Sales and Technical Support staff to assist in implementing appropriate policies

• Perform cross-functional role with Sales, Pre-Sales, Project & Support, as required

• Remain engaged with obtaining advanced understanding of application operations, as related to EVS products & services (operationally as well as technically)

• Available to assist with coverage of after-hours Techline/SLA hotline, when not engaged with other commitments.

 

 

Profile

PERSONAL AND PROFESSIONAL QUALIFICATIONS
 
• Enthusiastic, driven & personable
• Able to work independently and efficiently to meet deadlines
• Strong problem solving skills and the ability to react to problems in a timely, appropriate manner
• Ability to effectively provide detailed descriptions of technical data and present to groups
• Self motivated, detail-oriented and organized
• Advanced experience with hardware and software issues, across multiple platforms of products
• Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills
• Ability to solve practical problems and deal with a variety of variables in situations
• Ability to travel worldwide, as needed

ACADEMIC REQUIREMENTS
 
• The applicant ideally should have 3+ years of industry experience
• Degree in Broadcast Engineering, TV Production, Audio/Video or equivalent - Electronic or computer qualification/certification required

TECHNICAL KNOWLEDGE
 
• Knowledge of networking (LAN and WAN)
• Strong trouble-shooting skills ranging from software configurations to hardware related issues
• A solid understanding of broadcast production and broadcast technologies
• Computer OS knowledge of DOS, Windows, Lynx, MacOS, MS Office (Visio, Word, Excel, etc)
• 3-7 years of existing EVS Product knowledge is required for this position
• The ability to speak French or another language would be an asset but is not essential

 

Offer

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.

 

LOCATION

USA, CA, Burbank

Technical Account Specialist

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