Harmonic | Senior Field Service Engineer
Job Description
About usHarmonic is the industry leader in virtualized broadband and video delivery solutions, enabling media companies and service providers to deliver premium broadband, video streaming and broadcast services to consumers globally. At the forefront of innovation, Harmonic simplifies streaming through advanced cloud and software-as-a-service offerings, as well as accelerates the deployment of next- gigabit broadband services. To learn more, go to "About Harmonic”.TasksDelivering technical support to Harmonic’s customers in the region, both on-site and remotelyResolving equipment performance related issues within Harmonic equipment and in conjunction with Harmonic application partners, utilizing Harmonic’s technical issue logging/escalation systems as appropriateProvision of commissioning and customer acceptance testingUnder the coordination of a Project manager: Provide system installation, integration, configuration, commissioning and Customer(s) acceptance testing.Autonomously, perform the customer upgrades, configuration changes, or small extension.Perform technical and operational training to Harmonic Customer(s) and Partners.Use of Harmonic’s internal customer relationship management (CRM SFDC) and equipment/service databases to ensure accurate logging of relevant details.
Create global report per account to present on meetingWork complex problems where analysis of situations or data requires in-depth evaluation of multiple factors. Can trigger key contacts outside of his network to drive to the resolution of issues.Provide "on-site" and/or "remote” application, operating system, database, and hardware supportInvestigate, diagnose and resolve customer issues on site within a timely manner and if needed escalate problems for assistance. Can lead a small team of engineer to achieve targets fixed by his management.Use independent, professional judgment to avoid errors that would impact customer serviceArrange product demonstrations and trial installations to effectively demonstrate Harmonic product / technical solutions on customer site (this is under the specific request of the regional Pre-Sales Director)ProfileA technical college or Bachelor Degree in Electrical Engineering/Computer Science , or equivalent work experience is acceptable.A minimum of eight years of relevant work experience is required.
Direct experience providing post-sales field service and technical support to Customers within the Television Broadcast or Media Telecom Industries in the region is essential.Acquired expertise level in technology and specific solutions through intensive technical knowledge and experience on the field.Written and oral fluency in English is required.Excellent customer relationship skills, self-motivated, an energetic team player, and an ability to maturely and professionally manage and triage customer service ‘incidents’ and escalations is required.Working knowledge/experience with :Cloud based technologies and architectureVideo Distribution over IP : IPTV, OTT, transcoding, /packaging, CDNVideo Broadcasting architecture for Website compression formats and eager to continuously learn new technology.Knowledge of digital video and audio broadcast technology and operational practices, experience with products that transport, encode, compress, store and play out audio and video media for the Broadcast Industry, with a strong emphasis on a systems perspective.Have experience in leading a small team of engineer or technical personal.Must be seen as a referent and ready to assist his colleagues to expand their capacities.Some pre-sales technical support may also be required to augment pre-sales technical team in the region including product demonstration on customer site.Familiar with a wide range of equipment within the Broadcast and multimedia industry.IP Networking knowledge/experience with Routers, Switches.Certification CCNA or equivalent is a plusTravel