Product Support Engineer - OutBoard

The Focusrite Group; High Wycombe; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading audio technology firm based in High Wycombe seeks a Product Support Engineer to master their products and provide exceptional customer service. The ideal candidate has experience in the live events industry, excellent communication skills, and the ability to multitask in a fast-paced environment. Responsibilities include training, customer support, and on-site project management. This full-time role offers a dynamic work environment with opportunities to travel.

Qualifications

• Experience in positions like Theatre Technician, Rigger, System Engineer is a plus.
• Willingness to travel and hold a UK Driving License is important.
• Ability to work unsupervised after training.

Responsibilities

• Master and support current and legacy products.
• Act as a brand ambassador at trade shows.
• Provide training to the Service team.
• Manage customer enquiries and provide excellent support.
• Support on-site commissioning of projects.

Skills

Experience in live events industry

Proficiency in Microsoft Office

Excellent communication skills

Attention to detail

Ability to multitask

Education

Degree in relevant subject (preferred)

Job description

Product Support Engineer - OutBoard

Term: Full-time, Permanent

Location: High Wycombe

Salary: £30000 - £40000 pa + benefits

As part of the Focusrite Audio Reproduction Group, OutBoard Motor Control specialises in delivering compact, solid and safe motor control systems designed to meet the demands of concert, theatre, sports, venues, film and TV productions.

Combined with smart digital tools, OutBoard provides intuitive solutions for even the most challenging staging requirements. Whether rigging for a live performance or a film set, OutBoard is a trusted partner in achieving seamless, efficient control.

The Role:

We are looking for Product Support Engineer to join the OutBoard team based in High Wycombe.

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.

Essential Functions and Major Responsibilities:

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 documentationto 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.

Qualifications, Skills and Knowledge Required:

• Adegreein a relevant subject such asTheatre 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 industryin 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.

Work location and job conditions:

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.