Reports To: VP, Technical Operations

Location: Chatsworth, CA

Department: Service

Position Summary:

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 and resolution of service inquiries & calls

• Onsite and remote commissioning of the company’s large format console products Onsite customer service, including carrying out upgrades, fault corrections, etc.
• Training - Operational and maintenance training for customers 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 and in an efficient manner 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
• 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 our Chatsworth, CA office.
• Any offer of employment is conditioned upon the successful completion of a background investigation.

Application Instructions:

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 XBlack moving lights, and elektraLite LED fixtures.