Support Engineer (Audio Technology) - Linea Research

Focusrite Audio Engineering Limited; Letchworth; In loco; GBP 42.000 - 62.000; Tempo pieno

Vantaggi offerti da questo lavoro

25 days holidays

Group bonus scheme

Pension

Private medical insurance

Descrizione del lavoro

Linea Research, part of the Focusrite Group, is seeking a Support Engineer (Audio Technology) based in Letchworth Garden City. The role covers technical support for customers, internal collaboration with sister brands, and delivering technical presentations at live events. Initial training is on-site with a later mix of office and fieldwork.

You will work with DSP, amplifiers, and measurement tools, liaising with sales and R&D to improve customer satisfaction and product offerings.

Competenze

• Comprehensive understanding of audio engineering and acoustics.
• Proficient computer networking knowledge.
• Experience in audio technology including DSP and amplifier platforms preferred.
• Competent operation of measurement systems (SMAART, Open Sound Meter).
• Ability to relay technical information to non-technical customers.
• Full UK driving licence and own transport.

Mansioni

• Provide professional technical support to Linea Research customers via email, phone, or in person.
• Act as the point of contact for internal technical product support within the Focusrite group.
• Deliver solutions to customer issues and feedback to internal teams.
• Prepare, develop, and deliver technical presentations and training to customers.
• Respond promptly to customer requirements using ticketing systems and report monthly trends to Line Manager.
• Collaborate with Sales and R&D to tailor support to customer demands.
• Identify areas for improvement and communicate solutions to Line 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

Computer networking

Customer service

Communication

Problem solving

Time management

Team-player

Driving licence

Strumenti

SMAART

Open Sound Meter

DSP platforms

Descrizione del lavoro

Support Engineer (Audio Technology) - Linea Research

Based: Letchworth Garden City
Term: Permanent, Full time
Salary: Negotiable + benefits

The Company:

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.

Skills and experience required:

• 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.

Benefits:

• 25 days holidays, Group Bonus scheme, Pension. After 6 months probation - Group Income Protection, Group Life Insurance, Health Cash Plan, Private Medical Insurance, Bike to Work Scheme, Company discount on products.