Crestron Electronics Inc

Advanced Technical Support Engineer

US-NJ-Rockleigh
Job ID
2017-5099
Category
Sales Support

Overview

Crestron Electronics has an exciting opportunity for an Advanced Technical Support Engineer / Crestron Certified Programmer . This is a great opportunity to join a dynamic team in a fast growing organization. We are seeking a polished, proactive, and professional Advanced Technical Support Engineer to support the ATSG Department. In this role, you will provide Onsite Advanced Technical Support for our customers in a firm that cultivates a close-knit and collaborative corporate culture. We will look for you to showcase your problem solving skills, and an ability to think outside the box while identifying alternate and creative solutions to technical challenges. 

Responsibilities

  • Handle escalated Technical Support cases
  • Provide remote assistance and on-site support to Crestron’s dealers and customers while working to resolve technical issues that are not able to be efficiently resolved through typical phone support channels.
  • Stage dealer projects and programs in the process of reproducing and resolving the reported issues.
  • Review project designs and programming to ensure they conform to best practices
  • Gather logs, packet captures, and any other data necessary to effectively understand and ultimately resolve customer concerns.
  • Perform site surveys to verify installations meet industry and Crestron standards
  • Maintain a high-level of professional communication with our dealers and clients throughout the processes of resolving their technical issues.
  • Clearly define and communicate how the customers concerns will be addressed and effectively manage expectations.
  • Facilitate formal customer communication:

*Communicate schedules
*Provide status updates
*Prepare project trip reports

  • Identify the need for resources, and subsequently take on team management responsibilities in relation to the resources available to resolve each case
  • Proactively identify potential conflicts and delays, and work to manage and mitigate project risks.
  • Liaison with sustaining engineers and product line Technical Managers as required to resolve customer concerns.
  • Clearly documents all case work through the case tracking system
  • Provide regular updates on the status of assigned cases to management.
  • Ensure all customers receive world-class support.
  • Nationwide Travel up to 40-60%. May include occasional travel to Canada and other international destinations.
  • Special projects as assigned

 

*LI-MT1

Qualifications

  • Bachelors in EE or CS degree preferred, not required. Crestron programming certification or equivalent experience is highly desirable.
  • DMC-E credited engineer with experience designing, installing, and commissioning large scale distributed digital video technologies is highly desirable. 
  • Broad understanding of Ethernet networking technologies and protocols as they pertain to residential and commercial AV systems integration. CCNA or similar networking certification is highly desirable.
  • Self-starter with proven ability to constantly learn new software and hardware technologies and an ability to quickly put that learning into practice in support of highly visible real-world projects.
  • Demonstrable experienced with several of the following: C#, Microsoft PowerShell, BacNET/IP, and SIP/VOIP preferred.
  • Experience with Crestron’s proprietary software development tools, including Simpl Windows, Simpl+, Simpl#, D3Pro, Crestron Studio.
  • Familiarity with Unified Collaboration, Video Conferencing, Conference and Board Room presentation systems. Proficiency with, and knowledge of, streaming video protocols and technologies including H.264/H.265, Multicast and Unicast RTSP. Experience with industry leading audio DSPs as applied to AV systems integration. 
  • Experience with integrating residential and commercial technologies including, Lighting, HVAC, Distributed Audio/Video, Security and Surveillance Systems.
  • Excellent written and verbal communications skills.This is a customer facing position and the ideal candidate will be able to communicate clearly and effectively while remaining focused on exceeding customer expectations.

Must be able to work in the US without sponsorship

Please note only applicants who meet the requirements listed in this ad will be considered

 

At Crestron, we build the technology that integrates technology. Our automation and control solutions for buildings and homes let people control entire environments with the push of a button, integrating systems such as A/V, lighting, shading, IT, security, BMS, and HVAC to provide greater comfort, convenience, and security. All of our products are designed and built to work together as a complete system, enabling you to monitor, manage, and control everything from one platform.

 

EOE/M/F/D/V

 

Benefits
At Crestron Electronics, we offer a competitive total compensation package including medical, Dental, Vision, Life Insurance and Short Term Disability. 401K with company contribution, Paid Vacation, Holidays and more! 

We have new onsite state of the art fitness and wellness centers at our Headquarters in Rockleigh, NJ. 

 

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