Advanced Flex Support Engineer

Summary

The Advanced Flex Support Engineer is the second-tier support specialist with advanced knowledge and understanding of the Crestron Flex platform and the video conferencing solutions running on that platform. The primary responsibility of the Advanced Flex Support Engineer is to attain and document a clear description of problems reported, via incoming support phone calls or online ticket submissions, and apply their knowledge to resolve the issue or investigate further and collect specific information to work toward resolution or escalation.

Responsibilities

• 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 and analyze logs, packet captures, and any other data necessary to effectively investigate issue
• 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
• Building and maintaining customer rapport ensuring they understand Crestron is with them through every step of the process.
• Determine specifics for the reported problem, including but not limited to:
  • Clear description of the reported problem
  • Number of deployed systems impacted
  • Current hardware/firmware/software configurations of impacted systems
  • Deployment environment (other Crestron or 3rd party equipment in the installation)
• Review published documentation with customer, including both Crestron and conferencing service provider documentation where applicable.
• Basic analysis of customer network
• Verify customers conferencing service is properly configured through appropriate portal (O365/Zoom).
• Create RMA's as needed for customer site.
• Assist in supporting Crestron customer knowledgebase by the creation of training material, knowledgebase articles, supportive documentation, and/or software tools
• Other duties or responsibilities as required

Qualifications

• Bachelors in EE or CS degree preferred
• Microsoft Certified Associates
• Minimum of 3 to 5 years providing consistent and excellent support in a single organization.
• Crestron Certified Programmer preferred.
• Proficient with Crestron SIMPL/VTPro-e/Construct preferred.
• Knowledge of Unified Communication platforms (MS Teams, Zoom)
• Knowledge of Exchange/O365/Active Directory
• Network diagnosis skills (COMP TIA+ preferred)
• Read and interpret system schematics, floorplans, etc.
• Collect and interpret system level data for analysis
• The ability to clearly document the issue, steps taken and thought process behind the path of investigation.
• The ability to think ”outside-the-box" and understand how minute data points can affect the larger picture.
• An understanding of the principles of Customer Service and how supporting a product from start to finish impacts a greater revenue stream.
• Must possess excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies.
• Able to effectively prioritize tasks to maximize benefit to the organization, quickly identifying need for escalation.
• The ability to understand individual limits and quickly assess situations to determine if the appropriate skill set is being applied.

Per applicable state requirements, the annual pay range for this position ($81,500 - $116,500) 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.