Customer Service Representative I
Hanger, Inc.
AssemblyERP
Service Development Engineer
Acuity
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $66,500 - $143,600 per year
Job Level
Mid-LevelSenior
Tech Stack
AssemblyERPOracle
About the role
- Participate in QSC’s product development and sustaining processes representing service and support interests
- Deliver service and support documentation and training for internal and external teams on diagnosing and repairing hardware issues
- Create troubleshooting guides, service manuals, diagnostic guidelines, and service alerts/service bulletins (written and/or video format)
- Sustain and improve technical product knowledge of the service group and maintain service materials within online portals for global service partners
- Announce updates and perform necessary training through in-person or virtual means
- Provide regional support to customers and channel partners to investigate reported field issues
- Work with Tech Support, Service, QA, Hardware and Software Engineering teams to monitor and respond to field failure trends
- Provide general phone and email support to customers and partners
- Contribute to ongoing team projects within the Technical Services Group to develop Technical Services capabilities
Requirements
- Preferably have a Bachelor of Science degree in Electronics or Electrical Engineering
- Minimum 5-years’ experience in a service development role
- Experience in a manufacturing setting preferred
- Ability to work independently with minimal supervision
- Must be able to utilize critical thinking and problem-solving skills
- Remains calm under pressure
- Creative, motivated, and adaptive learner
- Must possess a working knowledge of current and legacy QSC product
- Must possess an understanding of assembly, sub-assembly, and component repair terms and strategies
- Must have a solid grasp of current analog and digital circuitry
- Must have a solid grasp on Class D amp topology
- Must be familiar with Audio Precision (AP or APx) analyzers
- Must have a working knowledge of high-level languages such as Visual Basics or other object-oriented programming tools
- Must be familiar with Oracle or similar ERP
- Must be familiar with Salesforce or similar CRM
- Must possess strong communication and interpersonal skills
- Experience with data repositories like Agile
- Experience with project management tools like Jira or Confluence
- Experience with Microsoft Office (Word, Excel, PowerPoint)
- Experience with ISO-9001:2015
- Bilingual (English / Spanish) is a plus
