Senior Field Service Engineer
Harmonicis the industry leading solution for the transformation forvideo, cable and media companies, with smarter, faster, and simpler video streaming and broadband services. We are at the forefront of industry innovations, with simplified streaming using the cloud or software as a service, or next-generation gigabit services for the cable market.To learn more, go to “About Harmonic”.
Role Description
The Senior FSE will perform various tasks that encompass the usual professional service and support activities like: product & system installation, integration, configuration, commissioning, test, training, tuning, troubleshooting, and break/fix activities for Harmonic compression range of products to customers within the region. The Sr FSE can address problems of diverse scope, demonstrates good judgments in selecting methods and techniques for obtaining solutions. You’ll be reporting to the EMEA Service Director.
Location
This position will be based in UK.
What you will be doing
The regional Field Service Engineers (FSE) pool is the primary resource for on-site customer support and troubleshooting, duties include, but are not limited to the following:
* Delivering technical support to Harmonic’s customers in the region, both on-site and remotely
* ResolvingequipmentperformancerelatedissueswithinHarmonicequipmentandinconjunctionwith Harmonic application partners, utilizing Harmonic’s technical issue logging/escalation systems as appropriate
* Provision of commissioning and customer acceptance testing
* Under 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 meeting
* Work 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 support
* Investigate, 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 service
* Arrange 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)
What you will need to succeed
* A technical college or Bachelor Degree in Electrical Engineering/Computer Science preferred, 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 :
o Cloud based technologies and architecture
o Video Distribution over IP : IPTV, OTT, transcoding, origin/packaging, CDN
o Video Broadcasting architecture for DTT.
o Audio/video 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.
o Certification CCNA or equivalent is a plus
Travel
* This position requires travel within the region on a frequent basis, often at short notice and may be ready to assist customers on critical situation during off working hours
Diversity, Equality, and Inclusion at Harmonic
At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationshipsbased on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.
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