Team lead customer service Jobs in Dietramszell

About us

Harmonic is the industry leader in virtualized broadband and video delivery solutions, enabling media companies and service providers to deliver premium broadband, video streaming and broadcast services to consumers globally. At the forefront of innovation, Harmonic simplifies streaming through advanced cloud and software-as-a-service offerings, as well as accelerates the deployment of next-generation gigabit broadband services. To learn more, go to "About Harmonic”.

Tasks

Delivering technical support to Harmonic’s customers in the region, both on-site and remotely

Resolving equipment performance related issues within Harmonic equipment and in conjunction with Harmonic application partners, utilizing Harmonic’s technical issue logging / escalation systems as appropriate

Provision of commissioning and customer acceptance testing

Under the coordination of a Project manager : Provide system installation, integration, configuration, commissioning and Customer(s) acceptance testing.

Autonomously, perform the customer upgrades, configuration changes, or small extension.

Perform technical and operational training to Harmonic Customer(s) and Partners.

Use of Harmonic’s internal customer relationship management (CRM SFDC) and equipment / service databases to ensure accurate logging of relevant details. Create global report per account to present on meeting

Work complex problems where analysis of situations or data requires in-depth evaluation of multiple factors. Can trigger key contacts outside of his network to drive to the resolution of issues.

Provide "on-site" and / or "remote” application, operating system, database, and hardware support

Investigate, diagnose and resolve customer issues on site within a timely manner and if needed escalate problems for assistance. Can lead a small team of engineer to achieve targets fixed by his management.

Use independent, professional judgment to avoid errors that would impact customer service

Arrange product demonstrations and trial installations to effectively demonstrate Harmonic product / technical solutions on customer site (this is under the specific request of the regional Pre-Sales Director)

Profile

A technical college or Bachelor Degree in Electrical Engineering / Computer Science preferred, or equivalent work experience is acceptable.

A minimum of eight years of relevant work experience is required. Direct experience providing post-sales field service and technical support to Customers within the Television Broadcast or Media Telecom Industries in the region is essential.

Acquired expertise level in technology and specific solutions through intensive technical knowledge and experience on the field.

Written and oral fluency in English is required.

Excellent customer relationship skills, self-motivated, an energetic team player, and an ability to maturely and professionally manage and triage customer service ‘incidents’ and escalations is required.

Working knowledge / experience with :

Cloud based technologies and architecture

Video Distribution over IP : IPTV, OTT, transcoding, origin / packaging, CDN

Video Broadcasting architecture for DTT.

Audio / video compression formats and eager to continuously learn new technology.

Knowledge of digital video and audio broadcast technology and operational practices, experience with products that transport, encode, compress, store and play out audio and video media for the Broadcast Industry, with a strong emphasis on a systems perspective.

Have experience in leading a small team of engineer or technical personal.

Must be seen as a referent and ready to assist his colleagues to expand their capacities.

Some pre-sales technical support may also be required to augment pre-sales technical team in the region including product demonstration on customer site.

Familiar with a wide range of equipment within the Broadcast and multimedia industry.

IP Networking knowledge / experience with Routers, Switches.

Certification CCNA or equivalent is a plus

Travel