Technical Services Engineer

Company Background: FrontRow and its parent company Boxlight serve the K-12 market with classroom and networked campus AV technology that engages students, helps teachers, and keeps campuses running safely and smoothly. For 60 years Frontrow has been creating innovative and industry-leading classroom audio solutions that are used by thousands of schools throughout the US, Canada, Europe, and Australia every day. Position Overview: In this role you will be an instrumental member of the Technical Services Group, a small team tasked with being subject matter experts on the implementation and use of the entire Boxlight product line. Reporting to the TSG Director with a focus on the Canadian market, you will engage with inside salespeople, outside reseller/installer partners, design architects, general contractors, and end users to provide the following technical services while always delivering a world-class customer experience:Level 2 Support: Apply your advanced skills and knowledge to quickly address customer concerns and resolve issues related to product installation and use, while accurately assessing when a product has failed and must be replaced. Work with Engineering to resolve and document solutions to advanced customer issues that require expertise outside of TSG’s knowledge domain.Consulting: Support internal salespeople on pre-sale calls with project stakeholders to identify desired goals, attain details of the customer’s physical and network environments, provide system design and network integration assistance, answer technical questions regarding system functionality and 3rd-party integrations, and instill confidence in the Frontrow solution.System Commissioning: Provide on-site/remote services to assist resellers/installers in the provisioning of new systems. Follow department process to ensure system is installed and operational on-time, including capturing required information, setting proper expectations regarding services and timelines, and coordinating with stakeholders to provide system training.Device Programming: Fulfill custom configuration file orders by proactively contacting the customer to identify desired functionality, delivery date, and get required information, then create the file and test it with the customer to ensure everything works as expectedProfessional Training: Conduct internal and external trainings that cover a range of topics, including: new and existing product features, installation, programming, and best practices. Work with Marketing to create FAQ’s and other online content for the website and other professional service offerings.Product Feedback: Listen to customer needs and comments related to released products and work with Product Management and customers to implement unreleased products at designated beta sites. Quickly relay technical issues and other feedback to Product Management.Other: Assist with other company-related tasks as may be necessary from time to time and help improve the operational efficiency of TSG.Responsibilities:Promptly work support tickets and fully document solution in case notes and customer emails.Coordinate with Customer Care to assist with live support calls, as available.Provide product configuration assistance to installers/customers and help facilitate individual or site-based firmware upgrades, as required.Diagnose transient product issues by creating and executing thorough test plans that effectively model the customer environment as closely as possible to replicate the problem.Contribute to TSG’s success by exceeding defined department KPIs, including number of active cases, case resolution time, customer satisfaction, and others.Continually learn about new Boxlight and 3rd-party products that customers typically use.Thoroughly research technical details of 3rd party systems to ensure any proposed integrations will function as intended.Create technical drawings using common tools including, Visio, Lucid Chart, etc. to communicate and document system designs to project stakeholders.Own all aspects of assigned on-site or remote commissioning projects by leading resellers/installers through the process of system configuration and ensuring the successful, on-time delivery of our solution to the customer.Work with installers and customers to identify and document the desired system functionality and then create the necessary configuration files for our equipment.Conduct internal and customer-focused trainings as requested and regularly contribute content to the on-line solutions database.Build trusted relationships with our clients and partners to enhance their confidence in Frontrow.Assist Customer Care with RMA’s by working with customers to confirm product is faulty prior to approval of the RMA.Inventory and test RMA’d equipment to verify reported problem and work closely with Engineering on bugs and product failures.Monitor the frequency of customer reported product failures to identify trends and work closely with the TSG Director to proactively formulate triage plans to minimize customer impact.Requirements:Ability to travel multiple times per month to on-site commissioning or training engagements.Bachelor's degree in an engineering discipline or 5 years relevant experience installing A/V equipment and providing customer support.Strong working knowledge of various A/V technologies and standards, including amplifiers, speakers, control systems, constant voltage PA systems, access control, alarms, etc. and general knowledge of AC/DC electrical principles.Solid understanding of TCP/IP networking, including subnets, VLAN’s and routing required. Advanced knowledge of A/V over IP, VoIP, SIP, and security are desirable.CTS, SSCA and other industry certifications preferred.Significant knowledge of and career experience in at least two of the following areas:Creating electrical diagrams & schematics.Creating polished and easy to follow user instruction manuals.Providing advanced level remote customer support & troubleshooting.Developing professional course curriculum and certification tests for on-line and in-person classesTeaching live classes of 20+ people.Creating video content for online courses.Attributes:Self-starter with strong time-management skills and desire for task closure.Methodical and systematic problem solver.Naturally curious with a desire for continuous learning and growth.Positive attitude and excellent “soft skills” - communication, team rapport, interpersonal, etcA desire to help others succeed and passion for sharing knowledge and helping others learn. Able to translate customer needs into technical requirements.Eager to share opinions and has ability to move others in desired direction utilizing facts, compelling arguments and a passion for the subject matter, yet receptive to input and respectful of process.Boxlight is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Boxlight makes hiring decisions based solely on qualifications, merit and business needs at the time.