Advanced Technical Support Group Engineer

Summary

The ATSG Engineer manages the resolution of customer issues either remotely or, when necessary, onsite by applying their advanced technical knowledge and expertise in addition to resources available to them. They must resolve support cases that have been assigned to them, carefully documenting the steps taken to enhance the company support database and managing all communications and follow-up related to the case.

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
• 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 process of resolving their technical issues
• Clearly define and communicate how the customers concerns will be addressed and effectively manage expectations
• 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 managers as required to resolve customer concerns
• Clearly document all case work through the case tracking system
• Provide regular updates on the status of assigned cases to management
• Nationwide Travel up to 40-60% and may include occasional travel to Canada and other international destinations
• Other duties or responsibilities as required

Qualifications

• High School/GED required, Bachelors in EE or CS degree preferred
• Minimum of 8 years industry experience, 3 years with Crestron products
• Works under minimal supervision with wide latitude for independent judgement
• Ability to undertake assigned projects with baseline information for completion and evolve project complexity with minimal supervision
• Ability to read and interpret system schematics, floorplans, etc.
• Minimum Crestron Certified Programmer required
• Crestron DMC-E Required
• Crestron DMC-N Required
• Proficient in C#
• Proficient with HTML5 / CSS / JavaScript
• CompTia Net+ Certification or equivalent preferred
• Proficient in Microsoft OS environments
• Proficient in Apple OS and applications desirable
• Proficient in MS 365 platforms i.e. Excel, Word, PowerPoint, Teams (preferred)
• Moderate / Advanced project management skills
• Must possess excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies

Per applicable state requirements, the annual pay range for this position ($81,500 - $117,000) which consists of base salary and target sales incentive (subject to performance), reflects the hiring range for candidates.  Also note, an individual’s offer may vary from this range as it may be impacted by additional factors, including but not limited to the candidate's hiring location, qualifications, experience, and market factors.