What are the responsibilities and job description for the Audio Equipment Technical Support Specialist position at L-Acoustics Group?
Company Overview:
L-Acoustics Group is a global organization dedicated to shaping the future of sound. Since 1984, we have been pioneering innovative products and technologies that revolutionize the Pro-Audio Industry.
Job Summary:
We are seeking a highly skilled Technical Support Specialist to provide quality services and support to our customers in the Americas. As a key member of our Customer Service team, you will be responsible for conducting technical support services on audio-professional equipment distributed by the Company.
Responsibilities:
- Act as a second-line support to our customers and follow problems through to resolution (via phone, emails or at customer's sites).
- Provide troubleshooting services and solutions conduct investigations based on photos, serial numbers, amplifier log files and fault descriptions.
- Perform administrative tasks on our CRM and ERP systems (RMA, Repair updates etc.).
- Document cases in our CRM system and ensure the information is up-to-date.
- Contribute to the creation of FAQs and technical articles for our knowledge base database including best practices.
- Improve customer service experience and build strong relationships with our customers.
- Interface with manufacturing, quality, customer service staff, applications engineers/designers and R&D.
Requirements:
- Degree in mechanical engineering, electroacoustic or electrical engineering or equivalent experience (minimum of 3 years of experience in areas of technical or manufacturing).
- Strong customer service mind-set.
- Excellent computer skills.
- Strong written and verbal communication skills are required.
- Effective at collaboration/teamwork.
- Proficient English.
- Available to travel both in US and abroad.
