Crestron is looking for an Engineer on a project basis to be onsite for a high-profile project in Buffalo, New York area.
The ATSG (Advanced Technical Support Group) Engineer will manage the resolution of customer issues onsite by applying their advanced technical knowledge and expertise in addition to resources available to them. They must resolve support cases that have been assigned to them, carefully documenting the steps taken to enhance the company support database and managing all communications and follow-up related to the case.
Responsibilities:
- Handle escalated Technical Support cases
- Provide remote assistance and on-site support to Crestron’s dealers and customers while working to resolve technical issues that are not able to be efficiently resolved through typical phone support channels
- Stage dealer projects and programs in the process of reproducing and resolving the reported issues
- Review project designs and programming to ensure they conform to best practices
- Gather logs, packet captures, and any other data necessary to effectively
- Perform site surveys to verify installations meet industry and Crestron standards
- Maintain a high-level of professional communication with our dealers and clients throughout the process of resolving their technical issues
- Clearly define and communicate how the customers concerns will be addressed and effectively manage expectations
- Identify the need for resources, and subsequently take on team management responsibilities in relation to the resources available to resolve each case
- Proactively identify potential conflicts and delays, and work to manage and mitigate project risks
- Liaison with sustaining engineers and product line managers as required to resolve customer concerns
- Clearly document all case work through the case tracking system
- Provide regular updates on the status of assigned cases to management
- Other duties or responsibilities as required
Qualifications:
TECHNICAL SKILLS
- Ability to read and interpret system schematics, floorplans, etc.
- Lighting experience
- Proficient in C#
- Proficient with HTML5 / CSS / JavaScript
- CompTia Net+ Certification or equivalent preferred
- Proficient in Microsoft OS environments
- Proficient in Apple OS and applications desirable
- Proficient in MS 365 platforms – e.g. Excel, Word, Powerpoint, MS-Teams
EDUCATION
- High School/GED required, Bachelors in EE or CS degree required
- Candidate must have (minimum of) 0-2 years industry experience
- Candidate will work under supervision of senior ATSG Engineer(s) with wide latitude for independent judgement and problem-solving
- Ability to undertake assigned projects with baseline information for completion and evolve project complexity with minimal supervision
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