Project Support Engineer

Riedel Communications GmbH & Co. KG; California (MO); Hybrid; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Project Support Engineer to join their innovative team. This role offers the chance to work with cutting-edge live production tools in the media and entertainment sectors. You will be responsible for delivering commissioning and training services, ensuring successful project delivery while collaborating closely with clients and internal teams. The position requires a strong background in audio/video technologies and excellent communication skills to enhance customer satisfaction. Join a dynamic company that values personal responsibility and growth opportunities in a hybrid work environment.

Qualifications

• 4+ years in customer-facing roles in broadcast and entertainment sectors.
• Strong knowledge of digital audio/video technologies and standards.

Responsibilities

• Deliver commissioning and training services for successful project delivery.
• Manage customer support cases and advise management on project status.

Skills

Customer Interaction

Troubleshooting Electronic Systems

Communication Skills

Project Management

Cross-domain Thinking

Education

Bachelor’s degree in IT or related field

Tools

Salesforce

Atlassian Jira

Microsoft Office 365

Microsoft Teams

Job description

RIEDEL Communications is the leading provider of live production tools in the media, sports and entertainment sectors. To cover our customers' needs holistically, we are divided into three business units: Product Division, Managed Technology & Riedel Networks.

Our Product Division develops, produces and distributes audio, video, IT and communication solutions. With our live production tools for the media, sports, entertainment and corporate industries, we deliver a wide range of high-quality and state-of-the-art products that are among the most innovative of their kind in the industry.

Join us as Project Support Engineer on this exciting journey and experience the fascination of Riedel Communications in action.

Tasks:

1. Deliver commissioning and training services sold on projects against scope and schedule, ensuring successful project delivery.
2. Work in conjunction with Riedel Teams and Customers to organize and prepare for onsite commissioning and training including all content and materials required.
3. Ensure all pre and post commissioning documentation is complete for proper handover to the Support teams.
4. Ensure services quoted and ordered are appropriate and expenses are tracked.
5. Advise Management on project status, risks and mitigation, and scope.
6. Track and resolve any project related issues.
7. Research and promote additional business opportunities, solutions, and services sales to the client and sales team.
8. Manage and take ownership of Customer Support cases.
9. Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend.
10. Support customers with remote online sessions when needed.
11. Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge, technical acumen, and technical sales skills.
12. Act as market and industry aware collaborator providing information on competition and market trends.

Profile:

Skill Level

Experienced professional

Education

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

Professional Record/Expertise

1. 4+ years of proven experience in a relevant market field, interacting with customers, ideally in the broadcast and entertainment Audio/Video market.
2. Knowledge of communication, digital audio technologies and standards (AES3, AES67, ST 2110, NMOS, PTP)
3. Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-6, NMOS, PTP)
4. Knowledge of IP technologies and standards (TCP, UDP, IGMP, VLAN, PTP, with Cisco or Arista certification preferred)
5. Knowledge of fibre optic systems and RF systems a plus
6. Knowledge and experience with both development and CRM tools and software (Salesforce, Atlassian Jira/Confluence preferred)
7. Knowledge of current communications, both digital and IP audio and video technology (AES3, AES67, SDI, ST 2110, ST 2022-7) as well as IP standards (TCP, UDP, IGMP, VLAN, PTP V-2, Multicast media traffic)
8. Passion about communication to customers and troubleshooting of electronic systems.
9. Team player that fits the personality and basic setting of an international, medium-sized company
10. Ability to cross-domain thinking and willingness to collaborate closely with other company functions using excellent communication skills.
11. Self-organised and capable to self-educate on new technologies.
12. Excellent communication & presentation skills, with strong knowledge of Microsoft Office 365 suite and Microsoft Teams
13. Attention to detail and a strong work ethic.
14. Ability to work independently, while contributing to a team environment collaborating across departments
15. Ability to travel frequently domestically & internationally.

Language Skills

• French, Spanish or Portuguese a plus

Location:

Riedel Communications Inc. (Hybrid Remote Western, USA, or Los Angeles, CA)

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.

Your contact

Alexa Reeves
Riedel Communications Inc.
25702A Rye Canyon Road
Santa Clarita CA 91355
United States of America
+1 818.559.6900