Project Engineer

Riedel Communications GmbH & Co. KG; Santa Clarita (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading communications technology firm based in Santa Clarita, CA, is seeking a Project Engineer to manage post-sales delivery and support. The role involves commissioning and training services for innovative real-time networks in the broadcast and entertainment sectors. Ideal candidates will have 4+ years of experience, a Bachelor's degree related to IT or engineering, and excellent communication skills. This position requires mobility and willingness to travel about 50% of the time.

Qualifications

• 4+ years of experience in broadcast and entertainment Audio/Video markets.
• Knowledge of IP technologies and standards with Cisco certification preferred.
• Mobility and willingness to travel approximately 50% of the time.

Responsibilities

• Deliver commissioning and training services for projects.
• Ensure all documentation is complete for proper handover.
• Manage Customer Support cases and communicate project status.

Skills

Knowledge of communication technologies

Excellent communication & presentation skills

Attention to detail

Ability to work independently

Education

Bachelor’s degree related to information technology

Tools

Salesforce

Atlassian Jira

Microsoft Office Suite

Job description

Who are we?

Riedel Communications, founded in 1987, designs, manufactures and distributes innovative real-time networks forIP, Video, Audio and Communications. Its products are used for broadcast, pro-audio, event, sports, theatre and security applications worldwide. The company is known for pioneering digital audio matrix systems and fibre-based real-time network technology.

Riedel Group is headquartered in Wuppertal, Germany and employs over 700 people in 20 locations throughout Europe, Australia, Asia and the Americas. In the USA, Riedel is incorporated in Santa Clarita, CA with a nation-wide sales presence.

Your areas of responsibilities

The Professional Services team is part of the Customer Success organization within the Riedel Product Division, which designs, manufactures, and distributes pioneering real-time networks for video, audio, and communications. Its products are used worldwide for broadcast, pro-audio, events, sports, theatre, and security applications worldwide.

The team is at the heart of our post-sales customer success journey and manages all post-sales delivery and support requirements. These include but is not limited to engaging with customers on commissioning, training, support topics, diagnosing hardware and software issues, raising R&D tickets, and coordinating the repair or replacement of customer devices.

Working as a Project Engineer is an engaging and collaborative role in the organisation with multiple internal stakeholders including Sales Managers, Pre-Sales Engineers, Product Experts and R&D, to name a few.

The Project Engineer’s overall objective is the successful delivery of on-site (and remote) post-sales commissioning and training services, while also providing direct customer support for our products.

KPI's:

• Project On-time Delivery
• Customer Satisfaction: NPS and CES
• Customer Support Case Metrics (Response time, Aging, NPS and CES)

Your Profile

• Deliver commissioning and training services sold on projects against scope and schedule, ensuring successful project delivery.
• Work in conjunction with Riedel Teams and Customers to organize and prepare for onsite commissioning and training including all content and materials required.
• Ensure all pre and post commissioning documentation is complete for proper handover to the Support teams.
• Ensure services quoted and ordered are appropriate and expenses are tracked.
• Advise Management on project status, risks and mitigation, and scope.
• Track and resolve any project related issues.
• Research and promote additional business opportunities, solutions, and services sales to the client and sales team.
• Manage and take ownership of Customer Support cases.
• Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend.
• Support customers with remote online sessions when needed.
• Reproduce issues on service lab equipment.
• Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge, technical acumen, and technical sales skills.
• Act as market and industry aware collaborator providing information on competition and market trends.
• Champion KCS principles, educating and coaching support staff on effective knowledge creation and maintenance
• Develop and maintain knowledge base articles, user documentation, and guides to support products and services
• Utilize the knowledge base to efficiently resolve customer issues

Education

• Bachelor’s degree or equivalent program related to information technology, SW/EE engineering, computer science, or related field.

Professional Record/Expertise

• 4+ years of proven experience in a relevant market field, interacting with customers, ideally in the broadcast and entertainment Audio/Video market
• Knowledge of communication, digital audio technologies and standards (AES3, AES67, ST 2110, NMOS, PTP)
• Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-7, NMOS, PTP)
• Knowledge of IP technologies and standards (VM, TCP, UDP, IGMP, VLAN, PTP, with Cisco, Arista, or NETGEAR certification preferred)
• Knowledge of cloud-based media streaming technologies (RTMP, SRT, JPEG-XS, MXF, etc) and knowledge of public cloud provider technologies and infrastructure such as AWS, Azure, Google
• Technical and operational knowledge of live production equipment (software production switchers, instant replay, video review, etc.)
• Knowledge of fiber optic systems and RF systems a plus
• Knowledge and experience with both development and CRM tools and software (Salesforce, Atlassian Jira/Confluence preferred)
• Excellent communication & presentation skills, with strong knowledge of PowerPoint, Word, Excel
• Attention to detail and a strong work ethic
• Ability to work independently, while contributing to a team environment collaborating across departments
• Understanding of knowledge management principles and methodologies
• Proficiency with Learning Management Systems, Knowledge Base software, and/or CRM platforms preferred.
• KCS v6 Practices certification highly desirable.
• Proven ability to create clear, concise, and engaging content for diverse audiences.
• Mobility and willingness to travel – lives within reachable proximity of a major airport (willing to travel approximately 50% of the time)

Language Skills

• English (fluent)
• French, Spanish or Portuguese a plus

Grow with us!

Become part of our team! We offer you an exciting field of activity with a lot of personal responsibility and opportunities to grow!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.