Senior Product Support Specialist


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Updated: February 11, 2018

 

Overview:

To champion the Connectivity product line while maintaining a deep, hands-on understanding of the technology.
 
Duties and Responsibilities:
  • Responsible for execution of and/or participation in activities related to the product line, including but not limited to:
  • Provide front line support for all technical issues that are escalated from TS and collaborate with Dev team as needed to provide resolution
  • Coordinate and participate in initial commissioning requirements for all new product releases
  • Champion internal training for routing and IP connectivity products – Tech Support, Commissioning, DTE, PV, Manufacturing
  • Assist Sales Managers and Business Development Managers with responses to tender documents.
  • Produce workflow and wiring diagrams and participate in key customer demonstrations and proofs-of-performance.
  • Provide technical guidance and ensure technical accuracy of: promotional literature, catalog, website, and other customer-facing content
  • Work with the Development Team on product roadmap, development priorities, product direction, and new products – based on industry and customer trends
  • Participate in trade show planning and execution
  • Write scripts and small software applications to demonstrate routing and IP connectivity functionality
 
Qualifications:
  • Post-secondary degree or trade school diploma preferred
  • 10+ years of experience with broadcast equipment in pre or post-sales environments
  • Customer facing technical support expertise
  • Experience in selling and marketing broadcast equipment preferred
  • Basic computer programming experience desired
  • Broadcast design experience
  • Technical training experience
  • Background in programming, scripting, and databases is favored
  • Proficient in Microsoft Word/Excel/PowerPoint/Visio
  • Able to take complex technical details and convey the information to others in an easy-to-understand manner
  • Excellent written and verbal communication skills
  • Organized and very detail orientated
  • Self-starter and quick learner with the ability to work under minimal supervision
  • Able to work co-operatively with and across all company departments
 
Other:
  • Valid driver’s license
  • Willing to travel up to 60% of the time
 
Physical Demands: 
Occasional requirement to set up equipment involving lifting under 50 lbs
 
Work Environment:
Office, Moderate Noise