AV Service Engineer
Lowell, MA

Job Description

POSITION SUMMARY / OVERVIEW

As a member of the Jabra Support team in North America, the AV Service Engineer will act as a Level 2 technical resource for both internal colleagues and business partners on post-sales inquiries and escalations. This role requires knowledge and work experience in both Audio and Video.

For the right person, this is a fantastic opportunity to accelerate personal and professional growth by joining a successful world leading company.

Responsibilities and End Results

* Resolve technical issues escalated by Jabra Support Level 1
* Troubleshoot, reproduce, and resolve as many issues as possible, collaborating with Level 3 (Sustained Engineering) to maximize resolution rate
* Drive and own the cases and primary communication with customers for tickets escalated to Level 2 or higher, with different roles on the service ladder acting and prioritizing as follows:
* Ensure that the customer escalation process is followed consistently within Jabra Support
* Coordinate and liaise with local 3rd party service vendors for onsite visits and device/solution updates
* Well versed with Collaboration Applications running on Windows and Mac OS systems, power user experience preferred.
* Good understanding of audio, video quality; ability to perform analysis using statistics provided by the Collaboration application.
* Ability to review customer RFPs, take abstract customer requirements and translate them into applicable solutions.
* Good understanding of video encoders used in the Enterprise environment, knowledgeable on video quality and factors affecting various aspects (resolution, fps, video formats)
* Good understanding of underlying IT infrastructure and enterprise networks and how it relates to audio and video in Enterprise and SME environment.
* Ability to use troubleshooting tools to perform root cause analysis, collect and analyze logs.
* Ability to build multi-vendor multi-product to satisfy customer requirements for collaboration space.
* Ability to recreate customer issues, complex customer scenario to emulate proposed or existing solutions.
* Familiar with audio/video call set up protocols (H323, SIP etc.).
* Propose and communicate findings to the JSS Knowledge & Learning Center to update the Jabra Support Knowledge Base
* Participate in bi-weekly shared status/update meeting with Jabra Support on new and resolved issues, using team feedback and Jabra Support Knowledge Base as primary sources
* Represent the Jabra Support team in relevant activities to support new product introductions with the GN Audio video product portfolio and related software and apps.
* Research and continually expand personal knowledge and Jabra Support team knowledge about emerging technologies
* Maintain and update regional test and measurement equipment (DECT, USB, Bluetooth tracers etc.)
* Maintain product demo room

QUALIFICATIONS and REQUIREMENTS

Education

Relevant bachelors degree or equivalent combination of education and experience.

Experience

* Minimum 5 years experience in the video, audio headset, telephony or cell phone industry or related field, supporting wireless consumer or office products

Skills & Competencies

* Hands on experience with Poly, Logitech, Cisco, Microsoft, Zoom, Bluejeans etc.
* Experience within root cause analysis and methodologies in complex HW/SW/network configurations.
* Understanding of IT networks and virtualized environments.
* Experience with Windows, Linux and Unix platform setups on Thin clients.
* Documented experience from similar position in international environment working closely with global/key accounts on major sites/installations liaising with own support center and Level 3 engineers along with customers specialists and stakeholders etc.
* Experience developing training content for train the trainer programs; experience delivering training.
* Knowledge of ticket management systems and business processes.
* Effective communication (both written and verbal) and influencing skills are required.
* Ability to champion improvements and resolutions, and work effectively as part of a team.
* Demonstrated dedication and passion to customer satisfaction.
* Interest in working in an international environment, with daily interactions with people from different countries and cultures
* Comfortable in a structured, fact-based work environment
* Possess an analytical mindset and excellent interpersonal and communication skills, as well as a talent for stakeholder management
* Engage after-market service resources for problem resolution and rework/update SOPs etc.

Travel: Potential for travel up to 30%

GN Audio/Jabra makes life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets and earbuds are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. Jabra is part of the GN group, which operates in more than 90 countries across the world. Founded in 1869, GN group today has more than 5,000 employees. GN Audio an EEO Employer and does not discriminate in employment on the basis of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.