The ideal candidate will have experience in the audio industry and a strong understanding of the principles of audio, digital audio workstations and audio technology. The Support Engineer is responsible for supporting overall performance through efficient customer service. The Engineer demonstrates proficiency in operational practices and tasks including Commissioning, after sales service, RMA’s, customer training and general customer service.

Supervisory Responsibilities:

This position will have no direct supervisory responsibility. 

Job Responsibilities:

  • Processing of service inquiries & calls
  • Commissioning of the company’s products
  • Onsite service customer service, including carrying out upgrades, fault corrections, etc.
  • Training - Operational and maintenance
  • Prepare and document training materials
  • Technical support to Sales & 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 loaner 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.
  • To provide cover for other Customer Support Engineers and if necessary plan & co-ordinate the activities of other Customer Support Engineer’s when appropriate

Basic Qualifications:

  • Degree or equivalent experience in Electronic or Audio Engineering 
  • Understanding of workflows and systems in one or more of SSL’s key markets 
  • Excellent problem solving skills with the ability to think laterally  
  • Good written and verbal communication skills 
  • Ability to prioritize and work under pressure 
  • Strong interpersonal skills and customer-focus with the ability to build long term relationships with customers.
  • Aptitude for self-learning  
  • Team oriented individual with the ability to work under own initiative 
  • Competent to a high level of computer literacy, including an understanding of networks and networking technologies 
  • Experience with AoIP 
  • Able to manage multiple tasks simultaneously 
  • Experience in a front-line technical support role, including remote support  
    Technical writing skills 
    Component level rework and/or troubleshooting skills 
  • DANTE Level 2 or 3 certified 

Eligibility Requirements:

  • Must be willing to travel, often on short notice.
  • Job requires partial rotation on a 24 hour support mobile telephone line.
  • Candidate is required to work out of a New York City or Los Angeles office.
  • Any offer of employment is conditioned upon the successful completion of a background investigation.

About Group One Ltd.
Group One Ltd. is a US importer and distributor for a number of professional audio and lighting manufacturers. The company’s audio division currently distributes Calrec broadcast solutions, DiGiCo digital mixing consoles, KLANG:technologies 3D immersive in-ear monitor mixing systems, Solid State Logic recording solutions, MC2 high quality innovative amplifiers, XTA digital signal processing equipment and integrated amplification, and Austrian Audio headphones and microphones. The lighting division currently distributes Avolites lighting control consoles, and elektraLite LED fixtures.

Please send your CV and covering letter to bbradley@g1limited.com. Your covering letter should highlight the extent to which your skills/experience meets the requirements of the role, and your motivation behind applying. To apply for this position, you must already have the right to work in the USA.

General Data Protection Regulations Notification:  

Your personal information will be used by Solid State Logic for the purposes of recruitment and its administration. The company limits the storage of your data to the required period and therefore we will only retain your personal information for as long as you are in an application process. Once all application procedures have been completed, your data will be deleted. By applying for this position, you are confirming your acceptance of these conditions.

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