Service Development Engineer, QSC Pro Audio - Costa Mesa, CA

Job Description

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QSC is creating exceptional, people-centric experiences with the perfect balance of technology and creativity. Q-SYS, our innovative full stack audio, video and control platform, unifies data, devices and a cloud-first architecture, empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy, QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences.

Atrius, Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter, safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability.

Acuity Inc. (NYSE : AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people's lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com.

Job Summary

The Service Development Engineer position within the Technical Services Group at QSC is a critical role that involves participating in new product development and sustaining teams to represent service and support needs. This role is responsible for ensuring that QSC's service and tech support teams, along with QSC's service partners, will have proper tools and documentation to support and service new and existing hardware and software technologies produced by QSC. The technologies include loudspeaker, mixer, and amplifier platforms with corresponding software. The Service Development Engineer will monitor, track, communicate, and collaborate with all stakeholders throughout the product's life cycle ensuring the success of the service and support teams while maintaining customer satisfaction with the product.

Key Tasks & Responsibilities (Essential Functions)

The Service Development Engineer participates in QSC's product development and sustaining processes. They are required to represent service and support interests to ensure customer and user experiences meet QSC's high standards. They are responsible for delivering service and support documentation along with training for internal and external teams on how to diagnose and repair hardware issues. Documentation includes quick troubleshooting guides, service manuals, diagnostic guidelines, and ongoing service alerts / service bulletins. The deliverables may be in written and / or video format.

The Service Development Engineer works to sustain and improve technical product knowledge of the service group. This will include creating, updating, and maintaining all service materials within the online portals accessed by QSC's global service partners. The Service Development Engineer will then take on the responsibility for announcing updates and perform the necessary training through in-person or virtual means when completed.

The Service Development Engineer provides regional support to customers and channel partners to investigate reported field issues. This individual works with Tech Support, Service, QA, along with Hardware and Software Engineering teams to monitor and respond to field failure trends that develop. General phone and email support to customers and partners is an ongoing responsibility.

The Service Development Engineer contributes to on-going team projects within the Technical Services Group. Team projects are defined as efforts that develop the capabilities of Technical Services to meet customer needs and satisfy the company's mission statement and directives.

Additional Qualifications / Responsibilities

Skills and Minimum Experience Required

The Service Development Engineer will preferably have a Bachelor of Science degree in Electronics or Electrical Engineering.

Minimum 5-years' experience in a service development role.

Experience in a manufacturing setting preferred.

Ability to work independently with minimal supervision.

Must be able to utilize critical thinking and problem-solving skills and apply the knowledge to perform support duties.

Remains calm under pressure.

Creative, motivated, and adaptive learner.

Must possess a working knowledge of current and legacy QSC product.

Must possess an understanding of assembly, sub-assembly, and component repair terms and strategies.

Must have a solid grasp of current analog and digital circuitry.

Must have a solid grasp on Class D amp topology

Must be familiar with Audio Precision (AP or APx) analyzers.

Must have a working knowledge of high-level languages such as Visual Basics or other object-oriented programming tools.

Must be familiar with Oracle or similar ERP.

Must be familiar with Salesforce or similar CRM.

Must possess strong communication and interpersonal skills.

Experience with data repositories like Agile.

Experience with project management tools like Jira or Confluence

Experience with Microsoft Office (Word, Excel, PowerPoint).

Experience with ISO-9001 : 2015

Bilingual (English / Spanish) is a plus.

QSC. is owned by Acuity Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America.

The range for this position is $66,500 to $143,600. Placement within this range may vary, depending on the applicant's experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions / incentive compensation depending on role