Imagine Communications

Engineer

• Provide on-site installation of video networking equipment
• Deliver operation and maintenance training to customers
• Provide troubleshooting and repair of assigned equipment at the customer site
• Provide solutions to customer issues
• Produce simulations of customer reported issues and test various options to resolve the issue
• Arrange for module exchange or repair of customer product
• Enter service calls into CRM system accurately
• Point of escalated complex technical issues

Professional Services Engineer

Product Manager

• Create a plan to achieve the product financial results as established in the annual financial plans
• Maintain a 360-degree view of the product financials
• Understand the revenue and costs and ensure profitability
• Evaluate new technology options with a lens to meet margin goals
• Monitor and analyze key performance indicators to determine how well the product is performing in the market
• Research and document market and customer digital requirements through working with Imagine team members, customers, and partners
• Validate perceived customer challenges by engaging with the market to confirm their accuracy and prevalence
• Create an MRD (Market Requirements Document) for each major product category, focusing on digital features required to meet market and customer needs
• Participate in customer sales calls to observe discussions first-hand, ask steering questions, and capture insights on how digital requirements shape customer buying decisions
• Define product digital features to be added to the various products in PRD (Product Requirements Documents)
• Manage key digital partner relationships to ensure requirements are being properly mapped between customers and internal R&D efforts
• Design and deliver training programs that equip sales channels to position and sell the product’s digital features effectively
• Provide needed market and solution digital information to support marketing events such as conferences, trade shows, and webinars

Product Manager (Hybrid)

• Create a plan to achieve the product financial results as established in the annual financial plans
• Maintain a 360-degree view of the product financials
• Understand the revenue and costs and ensure profitability
• Evaluate new technology options with a lens to meet margin goals
• Monitor and analyze key performance indicators to determine how well the product is performing in the market
• Research and document market and customer digital requirements through working with Imagine team members, customers, and partners
• Anticipate challenges in the digital advertising technology market
• Validate perceived customer challenges by engaging with the market
• Identify the target market in the digital AdTech space and map the needs
• Participate in customer sales calls to observe discussions first-hand
• Define product digital features to be added to the various products
• Create internal positioning documents that will be used to develop external messages focused on each key buyer or persona
• Work with internal sales and project manager leaders to ensure smooth launch and integration of digital features into the customer environment.

Customer Support

• Respond to general questions from customers and internal personnel regarding customer issues
• Serve as first level of contact for customers requiring Technical Support of internal products (Tier 1)
• Answer calls, Omni-Channel chat, emails and perform minor troubleshooting
• License generation and processing orders for internal and external customers
• Monitor service inventory and perform general administrative tasks
• Act as primary contact for internal technical support staff and for questions regarding status of service orders
• Escalate technical issues to appropriate Support Specialist, Technologist, or Inside Sales Engineer
• Perform all aspects of order entry: receipt of PO, data entry of order, ensure product shipped on time, invoice customers
• Confirm accuracy of pricing, discounts, model numbers and obtain configurations when necessary
• Determine sales tax requirements when necessary
• Work with Finance to resolve credit issues and supply supporting documentation
• Complete all Metrix and Oracle transactions timely and accurately
• Follow-up with customers to ensure issues are adequately resolved
• Participate in customer support projects

Customer Service Representative

Procurement

• Assist department in monitoring spend/supplier profile data and providing timely reports
• Identify procurement needs and collaborate with internal stakeholders to define requirements
• Assist preparers in creating requisitions in Oracle Fusion, ensuring accuracy and compliance
• Register and maintain supplier profiles in Oracle Fusion
• Liaise with suppliers and internal stakeholders to resolve issues related to invoices, POs, and payments
• Monitor supplier relationship and performance to ensure timely delivery and accuracy of orders and invoices
• Assist in ensuring contracts in Cobblestone data warehouse are accurate and up to date
• Review requisitions for completeness and compliance with Global Procurement guidelines
• Track and follow up on open purchase orders with requisitioners and suppliers
• Run and analyze procurement reports to monitor KPIs and objectives
• Provide and create Oracle Fusion Global Procurement training to new staff and support users with system navigation
• Maintain accurate Procurement records for audit and reporting purposes
• Obtain supplier quotations, review, summarize and present best procurement options to internal stakeholders
• Complete recurring purchases by obtaining quotes, preparing requisitions and following up with suppliers
• Collaborate with departments and support other Global Procurement team members and management
• Complete additional duties and projects as assigned by Management

Professional Services Engineer

Product Manager (Hybrid)

Product Manager

Customer Service Representative

Procurement Assistant