Product Support Engineer - OutBoard

Focusrite Audio Engineering Limited; Flackwell Heath; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading audio engineering company is seeking a Product Support Engineer to join their team in Flackwell Heath, UK. The ideal candidate will master product knowledge, provide excellent customer service, and manage client inquiries. Experience in the live events industry is essential, along with good communication skills and proficiency in Microsoft Office. This role offers a full-time position with a focus on assisting customers and enhancing product offerings.

Qualifications

• Experience in the live events industry, preferably as a Theatre Technician or Rigger.
• Willingness to travel to events with a UK Driving Licence.
• Ability to work unsupervised after training.

Responsibilities

• Master products to support and inform customers effectively.
• Manage customer inquiries and provide quotations using internal software.
• Engage with market trends to enhance OutBoard sales.

Skills

Customer service

Strong communication skills

Attention to detail

Problem-solving

Initiative

Multitasking

Education

Degree in Theatre Production or related field

Tools

Microsoft Office

Job description

We are looking for Product Support Engineer to join the OutBoard team based in High Wycombe., As a Product Support Engineer you will:

• Master our current and legacy products, from the parts it contains and to how to service it, to be able to inform and support our customers efficiently.
• Become an ambassador of the brand, present system designs to Sales and/or customers and deliver product demonstrations whilst on trade shows and any external events.
• Update our internal documentation to provide the most accurate information to our customers
• Support our Service team, providing them with training on test fixtures and any other training that is relevant to help find the root causes of any issues to improve the quality of our products.
• Build harmonious relationships with our Service and Technical Support team in the UK and Direct Distributors
• Manage day to day enquiries from customers, providing excellent customer service support, customer quotations and availability for customers using our internal software system.
• Manage on-site commissioning of projects.
• Work in partnership with our teams to specify innovative new product development.
• Engage with the market to keep an eye on emerging technologies, market trends to grow OutBoard sales and to ensure that you stay ahead of the curve.
• Use own initiative to prioritise workload and problem solve while flagging to senior members of the team when appropriate.
• Embed knowledge of Health and Safety to ensure safety standards are met whilst working at customer venues and flag any potential issues.
• Our ideal candidate will have already gained some experience working for the rigging community and be skilled to assess their target audience to create products that meet their specific needs. They will receive training in core processes and methods to support various aspects of the department, including off site and event work where applicable, A degree in a relevant subject such as Theatre Production, Live Performance, Tech Production etc., is preferred, but not essential and experienced candidates without a degree will be considered.
• Previous experience in the live events industry in a relevant position such as Theatre Technician, Rigger, Systems Engineer, Product Support, Product Specialist.
• Proficient in Microsoft Office (Word, Excel and PowerPoint).
• Willingness to travel to events and a UK Driving Licence.
• Enthusiastic with excellent attention to detail.
• This role is fast-paced and will involve working on different tasks with varied deadlines so a calm, methodical approach and the ability to multitask is key.
• Able to work unsupervised after a period of training.
• Excellent communication skills.
• This is a full-time position of 37.5 hours per week over the standard working hours of 8.45am to 5.30pm Monday to Thursday and 8.45am to 4pm on Friday. An hour unpaid for lunch Monday to Thursday and 45 minutes on Friday. Based in High Wycombe.