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Jobs details

System Engineer (Spain, Madrid)

SCOPE

The System Engineer must be able to balance between support – pre sales and project functions. Will provide expertise, advice to customers & resolve customer issues within the assigned product families. Will ake full ownership for response time and issue resolution within the assigned Tier, in order to meet customer service level commitments and increase customer satisfaction and will collaborate closely with sales to ensure proposed deals include technical solutions that accurately address customer needs, and are appropriately supported by key customer technical decision-makers.

EVS prides itself on our level of customer support and the successful candidate will be expected to act on his/her own initiative communicating with other departments where necessary to resolve issues. This role is a direct customer facing position that will directly convey the EVS message to customers and the EVS Product families.

 

JOB DESCRIPTION

• Provide client support and technical issue resolution via phone, mail and other electronic media
• Available to cover the after-hours hotline for existing maintenance contracts
• Categorizing and submitting customer issues through support ticktet system
• Regular on-site customer visits in the different territories
• Participate as a team member for deployment of larger project at EMEA level
• Conduct pre-sales tasks in coordination with the Sales teams, draft system design, quotations, technical support to complete Sales proposals
• Formulate & respond to Tender requests
• Organize Demonstrations of products on Customer premises
• Provide technical trainings
• Elaborate Solutions for the customer requirements
• Anticipate and plan the phases of projects
• Finalize the architecture of the system by customers' requirements: plan and specifications
• Insure the respect for the deadlines
• Control the follow-up of the internal development of the project with Product Managers' help
• Coordinate and participate actively with Support Team in the installation on-site in association with the customer and the third parties
• Assist the Customer for the ""go live"" of the system Coordinate the SAT with all involved partners to qualify the system conditions in similar to actual production
• Transfer the information of the project to insure the after sale service
• Act as expert on problems detected and related information to adequate support level
• Pro activity and ownership are mandatory

 

PROFILE

  • Graduate degree in Electrical/Electronic Engineering, or related field
  • Min 5 years’ experience in the broadcast industry with on-air broadcast system
  • Troubleshooting/resolution of a wide variety of Broadcast System issues
  • Familiarity with Broadcast systems and file based workflows
  • Installing/upgrading/downgrading software versions of on-air (or equivalent) equipment
  • Well rounded knowledge both Technically & operational
  • Take ownership and responsibility of the task
  • Be able to use helicopter view to prioritize effectively
  • Proactive customer approach gaining constant information
  • Product guru operationally and technically
  • Being closer to the customers problems whilst analyzing the product
  • Ability to clearly analyze and document customer issues
  • Approachability and dedication to customer service are essential
  • Give constructive positive and negative Product feedback
  • Support major events & workflows
  • On air assistance support Technical and operational
  • Be the reliant during crisis management
  • Ability to travel
  • Good knowledge of Spanish and English or French

 

OFFER

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

System Engineer

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