Service Development Engineer, QSC Pro Audio Job at Acuity in Costa Mesa

Overview

Service Development Engineer, QSC Pro Audio within the Technical Services Group. This role participates in new product development and sustaining teams to represent service and support needs. It ensures that QSC’s service and tech support teams, along with service partners, have the proper tools and documentation to support new and existing hardware and software technologies produced by QSC, including loudspeaker, mixer, and amplifier platforms with corresponding software. The role monitors, tracks, communicates, and collaborates with stakeholders throughout the product life cycle to support the success of service and support teams while maintaining customer satisfaction.

Responsibilities

• Participate in product development and sustaining processes to represent service and support interests and ensure customer experiences meet high standards.
• Deliver service and support documentation along with training for internal and external teams on diagnosing and repairing hardware issues. Deliverables include quick troubleshooting guides, service manuals, diagnostic guidelines, and ongoing service alerts / bulletins, in written and / or video format.
• Sustain and improve technical product knowledge of the service group. Create, update, and maintain all service materials within online portals accessed by global service partners. Announce updates and provide training through in-person or virtual means when completed.
• Provide regional support to customers and channel partners to investigate reported field issues. Collaborate with Tech Support, Service, QA, Hardware, and Software Engineering teams to monitor field failure trends and respond accordingly. Conduct general phone and email support for customers and partners.
• Contribute to ongoing team projects within the Technical Services Group to enhance capabilities and meet customer needs and company directives.

Qualifications

Compensation and Benefits

The salary range for this position is $66,500 to $143,600. Placement within this range depends on experience and geographic location. Acuity offers health care, dental, vision, 401K, and commission / incentive opportunities depending on role. For a list of benefits, visit our website.

Equal Opportunity and Accessibility

Acuity Inc. is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, veteran status, or any other characteristic protected by law. Accommodation for applicants with disabilities : contact us to request accommodations in the application process.

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