Imagine Communications

  • Field Engineer, Professional Services (Project and Support) EMEA Lainate (Milan, Italy)

    Job Locations IT-Lainate MI
    Posted Date 5 months ago(10/16/2018 11:24 AM)
    Requisition ID
  • Company Overview

    Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.  Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.


    Specific duties include but are not limited to

    The primary responsibility of the Field / Customer Service Engineer is to provide on-site services and telephone/remote support to the customer on a large set of Video Product such as, for example, Servers, Video Router, Multiviewer, Audio/Video Core Processing, Test & Measurement, Automation and Media Asset Management products or associated system/devices. On-site support includes installation and operation of equipment, basic operational and maintenance training and troubleshooting and effective problem resolution.

    This position requires frequent travel (up to 60%) within the EMEA region and periodically after-hours on-call phone support based on an “On Call Rota” alternating with other team members in the Team.

    This job is located in Lainate (Milan, Italy) office.


    Key Responsibilities:

    Technical Commissioning and Training

    • Provide on-site installation of equipment and assure its operation
    • Deliver basic operation and maintenance training to customers in the French and English language
    • Provide troubleshooting and repair of assigned equipment at the customer site
    • Provide alternative solutions to customer issues where the current solution does not meet customers’ expectations
    • Produce simulations of customer-reported problems and test various alternatives and options to arrive at a resolution to the problem
    • Interface effectively with other departments to resolve on-site customer issues
    • Follow-up with customers to ensure issues are adequately resolved
    • Act as an advocate for both the company and the customer
    • Arrange for module exchange or factory repair of customer product
    • Complete expense and field trip reports timely and accurately


    Technical Product Support

    • Resolve customer product/System issues following defined support processes
    • Ensure that all tickets are duly followed up and that a timely and proactive communication to update Customer along the resolution of their technical issues is provided
    • Arrange for module exchange or repair of customer product
    • Enter service calls and associated activities into CRM system accurately and in a timely manner
    • Escalate more complex technical issues through the appropriate system
    • Support e-service tools such as customer queries and Repair
    • Troubleshoot product to board level
    • Assure parts for repair are tagged and processed accurately
    • Escalate repairs that cannot be completed within advertised turn-around time


    Key Requirements:

    • Demonstrate sufficient experience and understanding of the technical broadcast market with a focus on Servers, VideoRouting/Master Control Switchers, Automation, Multiviewer and Audio/Video processing,
    • Demonstrate sufficient experience and understanding of the technical broadcast market with a focus on Servers, VideoRouting/Master Control Switchers, Automation, Multiviewer and Audio/Video processing,
    • Video/Audio test and measurement,
    • Good presentation skills
    • Network protocols (IP, TCP/IP, FTP, real-time streaming protocols, etc)
    • Technical Associate degree or equivalent experience in Broadcast, IT and Networking
    • Demonstrated ability to handle and resolve customer problems
    • Experience in problem-solving methodologies for root cause analysis and corrective action
    • Ability to understand the failure mechanisms of complex electronic systems with mechanical, electrical and software interactions
    • Ability to use appropriate test equipment to conduct repair and troubleshooting
    • Working knowledge of PC hardware, MS Windows, networking protocols
    • Working knowledge of baseband/digital audio and video signals
    • Successful experience working in a cross-cultural team environment
    • Good presentation skills
    • Must be available for periodic travel and after-hours on-call support


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