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| Field Support Engineer |
| Posted - 11/03/2008 |
| Company |
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| Job Type |
Full-Time Employee |
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| Salary |
$110,000 per year |
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| Location |
New York, USA |
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| Requirements |
| Education |
Associates |
| Work Experience |
2-5 years |
| Job Reference |
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| Details |
Summary of Client
Today\'s television broadcasters are facing the most challenging period in television broadcasting history. This new age of digital, high definition and mobile TV, along with other emerging TV formats, has meant that the industry has to deal with managing and converting thousands of signals into various standards to ensure constant and efficient on-air production;
Television graphics must be generated in real time for today\'s information-hungry viewer and, thus, hundreds of channels need to be constantly monitored. Every day, a host of players team up to make sure that these systems operate as they should. Among them are the production companies and specialty channels, not to mention television networks and cable and telecommunication service providers. Responding to the needs all these players, our client develops, manufactures and markets high-performance equipment and software.
Client is a public company and has an International presence
Message from the President and from the Chairman of the Board of Directors:
“Imagination is Miranda\'s engine. But to gain ground in our industry, you need more than drive; you need to know how to listen to customers, how to materialize their ideas and how to take daily action to create value.
We have a time-proven track record of establishing relationships with broadcasting leaders throughout the world. This gives us a unique position to foresee market changes and close strategic business deals.
Miranda\'s inventiveness is also reflected in the quality that we place in the service to our customers. We have developed a world class organization combining leading edge R&D, in-house manufacturing as well as responsive customer support.”
Tasks and responsibilities
Proactively ensure that customers within their defined territory derive maximum benefit from the product and service(s) Miranda Technology delivers to them through the management and delivery of technical resources, information and direct account engagement.
The Field Engineer will engage/prioritize Help Desk staff to resolve customer issues in a timely fashion to ensure focus on customer quality.
The Field Engineer will strive to maintain excellent working relationships with other representatives of Miranda who will be active within his accounts. This includes Sales, Marketing, and other vertical businesses within Operations.
Provide scheduled installation, commissioning and training and manage, escalate and drive satisfactory resolution of customer issues.
Proactively interface via regular service review meetings with customers in the management of technical issues as well as collaborating in planning, implementation of potential industry solutions designed around Miranda products.
Proactively communicate with the Help Desk and sales on the status of key accounts.
Identify opportunities for Miranda to assist customers through expanded services and engage appropriate resources within Miranda to drive those opportunities.
Proactively monitor technical issues at customer sites and make recommendations to reduce the risk/impact of similar future problems. Engage Miranda sales and/or engineering where appropriate.
Maintain and expand working knowledge of current and new solutions and products, as well as their integration and methods of support delivery.
Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of customer support.
Professional and personal qualifications
Experience working in broadcast or multimedia environments
Excellent verbal communication skills English, Spanish
Good written communication skills in English, Spanish
Excellent analytical skills
Significant computer network experience
Ability to deal with demanding customers in live broadcast environment
Self motivated and independent requiring little supervision
Ability to work shift work
Ability to travel up to 50%
Ability to adapt to quick schedule changes
Provide field commissioning and training on Client’s products
Act as the primary source for escalated issues within defined territory
Ability to manage the RMA part replacement program within territory
Responsible that all customer issues get addressed and resolved
Ability to test and qualify multimedia applications and devices with Miranda products - hardware and software
Providing input to weekly escalation reports for customer issues
Providing input to product knowledge database and training material
Want to part of team ensuring that Miranda provides industry standard support
Academic requirements and technical knowledge
AA or BS in Electronics, multimedia technology or computer science
Self motivated
Ability & desire to learn new technology and products
Adept at use of Windows or Linox operating systems
Experience
Minimum 5 years experience working in customer service and field support
Remuneration
Up to $110K base salary plus corporate employee benefits package
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