Support Engineer (Audio Technology) - Linea Research

Focusrite Plc; Letchworth; In loco; GBP 32.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Disability Confident employer scheme

Descrizione del lavoro

Focusrite Plc’s Linea Research division in the UK seeks a Support Engineer (Audio Technology) to provide expert technical support to customers, dealers, and OEM partners. The role involves internal collaboration across Focusrite brands, delivering trainings, and traveling to client sites and events.

The ideal candidate has a strong foundation in audio engineering and networking, experience with DSP/amps, and excellent communication skills to translate complex tech to non-technical users.

Competenze

• Comprehensive understanding of audio engineering and acoustics.
• Proficiency in computer networking.
• Experience in the audio technology field with DSP and amplifiers.
• Experience with measurement systems like SMAART or Open Sound Meter preferred.
• Excellent communication to relay technical information to non-technical customers.
• Willingness to travel and work on-site at customer locations.

Mansioni

• Provide professional technical support to Linea Research customers via email, phone, or in person.
• Serve as the point of contact for internal technical support between Focusrite sister brands.
• Develop solutions and feedback to improve customer experience.
• Prepare, deliver, and train customers on Linea Research hardware/software in person or online.
• Respond to customer requirements via ticketing system and report monthly trends to the Line Manager.
• Collaborate with Sales and R&D to tailor support to customer demands.
• Identify areas for improvement and communicate possible solutions to Linea Manager.
• Assist with technical documentation for customers.
• Represent the company at trade shows and events.
• Travel may be required for on-site support, trade shows, and events.

Conoscenze

Audio engineering

Networking

Customer service

Problem solving

Time management

Driver's license

Strumenti

SMAART

Open Sound Meter

Descrizione del lavoro

Term: Permanent, Full time

Support Engineer (Audio Technology) - Linea Research

Company: Focusrite Plc

Hours: Full-time

Location: Letchworth Garden City, SG6 1LP

Working pattern: On-site

Job type: Permanent

Salary: Negotiable + benefits

We are Linea Research a company within the Focusrite Group of brands. We are based in Letchworth Garden City, Herts and are rapidly expanding our teams as we grow to one of the biggest names in Live and Installed Sound.

We are proud of our UK based manufacturing, research, and design teams. We enjoy the opportunity to socialise together and celebrate achievements alongside our sister brands in the Focusrite Group.

We design, develop, manufacture and market innovative professional audio equipment. Our amplifiers and processors are sold and used across the world. Some of the biggest venues and festivals are powered by Linea Research amplifiers and we are globally recognised as a leading manufacturer of professional amplifiers.

Duties:

• Provide professional technical support to Linea Research customers with their products via email, telephone or in person (or through potential future channels available) ensuring customers are always receiving excellent customer service. This will include end users, dealers, distributors and OEM partners.
• Be the point of contact for internal technical product support between the sister brands within the Focusrite group.
• Provide solutions to issues raised by customers and feedback to internal teams accordingly to ensure that improvements are in place to provide the best customers’ experience.
• Prepare, develop, and deliver technical presentations to explain and train our customers on Linea Research’s hardware and software, both online and at live demonstrations, trade shows, and shoot-outs.
• Respond in a timely manner to customer requirements using Linea’s ticketing system. Efficiently manage ticket flow and identify and prioritise customer requirements. Provide monthly trends to your Line Manager to ensure actions are taken to improve customer satisfaction.
• Maintain ongoing collaboration with the Sales and R&D teams to tailor your technical support to customer demands.
• Identify areas for improvement and communicate these issues with possible solutions to your Line Manager.
• Assist with technical documentation to provide the most accurate and useful information to our customers.
• Represent the company at trade shows and events.
• Travel may be required for on-site support for customers, trade shows and events.

Essential requirements

• A comprehensive understanding of audio engineering, acoustics is essential.
• A proficiency in computer networking is essential.
• Experience in the audio technology field including modern DSP and amplifier platforms preferred.
• Competent operation of Measurement systems; SMAART, Open Sound Meter, etc preferred.
• Sound system operation experience preferred.
• Previous proactive customer service experience and business administration preferred.
• The ability to relay technical information to non-technical customers.
• Excellent technical and problem-solving skills.
• A dedicated outlook when it comes to their work and an assertive mindset driven to accomplish the task.
• Time management skills and a team-player attitude are essential.
• Full UK Driving Licence and own transport.

The hours for this position are Monday to Friday 9.00 - 17.30 with 1 hour lunch unpaid. Please note that during the initial training period of approximately 3 - 6 months, full-time attendance at our offices in Letchworth Garden City will be required. After that, we expect the successful candidate to split their time between Letchworth and fieldwork, when applicable.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.