Customer Support Engineer

Are you an experienced support engineer looking for a fresh challenge? Do you want to be a key player in a leading global audio broadcast manufacturer? Look no further, this role might be for you…

Excellent opportunity for a Customer Support Engineer with experience Commissioning, after sales service, customer and distributor training to join our team

Calrec supplies audio broadcast mixing consoles and equipment to the world’s most successful broadcasters.

We’re based in Hebden Bridge, but you hear us on live television every single day. From Premiership football and the Superbowl to ‘X Factor’ and ‘Dancing with the Stars’, if it’s live, there is a good chance it is mixed on a Calrec! Our team has been driving television sound for over 50 years, if you are interested in changing the next 50 years, read on!

Main activities and responsibilities

• Processing of service enquiries and calls
• Commissioning of the company’s products
• Onsite service, including carrying out upgrades, fault correction and mixer upgrades
• On-air support
• Provide factory based support to other Customer Support Engineers in the field
• Use of factory facilities to diagnose and fault find faults reported by customers
• Training - Operational and maintenance
• Prepare and document service training courses
• Raise quotations for customer support services, spares, expansion etc.
• Technical support to Sales and Marketing team (office support/demos/trade shows etc.)
• Maintain accurate service tickets, customer service records and service database records
• Provide accurate field service reports
• Liaise with the Customer Support Administration Team for shipping and provision spares, replacement or loans parts
• When appropriate work with Development Team to identify software bugs and design issues
• Develop and review all aspects of the service function; the processes, the procedures and the database to meet team requirements, company goals and objectives.
• Provide technical sales support to sales team and distributors

Other features of the job

• Extensive travel in the UK and abroad, often at short notice
• Flexibility of hours/out of hours working as required
• Man the Customer Support 24 hour Support line on a rota basis

Education, qualifications

• Professional IT networking qualification (CCNA/CCNP or equivalent) and/or
• Degree or Diploma in Broadcast Engineering/Electronics / Music Technology or a related subject
• Full clean driving licence

Experience

• Experience of Broadcast Engineering or Customer Support in a Broadcast Environment along with Broadcast Production environment and workflows
• Knowledge of networking including - IP/TCP/UDP/RTP/RTSP, LAN, Configuration of Switches/Routers (VLAN, ACL etc.) and AoIP technologies and standards; AES67, Dante, SMPTE-2110 etc.
• System to component level knowledge of audio and audio control systems relating to broadcast applications

• Knowledge of computer based control systems, Linux, Data Centre Network technologies and IPSec

Other skills

• Excellent customer interface and the ability to build long term relationships and ensure the flow of appropriate and accurate information to customers and colleagues
• Excellent time management skills and the ability to achieve deadlines
• Organised, flexible, pro-active, ability to prioritise, identify and solve problems

• Knowledge of audio test equipment and audio measurement and a good understanding of broadcast audio and audio interface

What we can offer in return:

• Competitive salary
• 37.5 hours a week
• 24 days holiday + 8 days bank holiday, increasing with length of service
• 5% pension contribution
• Sick pay scheme
• Discounted annual rail season ticket & free parking
• Employee Assistance Programme (Health insurance, employee counselling & wellbeing, legal advice and free eye tests)
• Subsidised gym membership located next to Calrec & Cycle to work scheme
• Professional development & progression opportunities
• Social events, including fundraising challenges
• Located at Nutclough Mill in Hebden Bridge which was voted the best place to live in the UK and is situated midway between Manchester and Leeds

If you like the look of this role, take a look at our full job specification which can be found at Calrec.com/careers

Job Types: Full-time, Permanent

Salary: £22,500.00-£30,000.00 per year

Benefits:

• On-site parking
• Sick pay

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Hebden Bridge HX7 8EZ: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• United Kingdom (required)

Willingness to travel:

• 25% (required)

Work Location: One location