Technical Commissioning Specialist

2 weeks ago

Ottawa, Canada Ross Video Full time

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.

**Who you report to**: Services Manager - EMEA

**What we offer**:
Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.
Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, professional development support and a ton of fun social activities and events
Best of all, you will be part of the Ross Video team, and we’ve got a pretty energizing environment here.

**What the job is all about**:

- Install Ross Video’s broadcast solutions online and at the customer’s location and ensuring full operational functionality of the products.
- Perform commissioning at the customer’s location or online
- Troubleshoot technical/systems issues at customer facilities.
- Respond to technical support calls and follow documented policies.
- Provide support to the implementation team, as required.
- Assist with set-up of and attend tradeshows, as needed.
- Perform on-site, off-site, and online/remote customer technical training.
- Provide internal training for Ross Video’s employees.
- Assist in the development of customer training methods, materials, and techniques.
- Provide feedback to the MPM & TPM on product operation, issues or bugs, features, and roadmap.
- Champion customer needs, notably operational features, roll-out and training methods as well as future feature requirements.
- Maintain the integrity of the customer’s training experience and provide feedback and input regarding suggested areas for improvement.
- Respond to technical support calls and cases and follow documented policies.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues through The Ross Support SW.
- Escalate unresolved issues to appropriate internal teams.
- Prepare accurate and timely reports, as needed.
- Document knowledge in the form of knowledge based technical notes and articles.
- Raise and manage the timely advanced replacement of Faulty parts to customers and assist remotely with installation of those parts where necessary.

**Who you are**:

- Well-organized, very detail oriented, positive, determined, and able to work on multiple projects simultaneously.
- Able to envision entire projects and look for problem areas, High initiative, resourceful and well-developed analytical skills.
- High Tolerance of Ambiguity
- Must be able to work with a team as well as independently.
- Ability to clearly communicate ideas to various audiences.
- Ability to function is highly stressful situations.
- Ability to learn quickly.
- Excellent trouble shooting and debugging skills of Broadcast systems.
- Knowledge of Ross Video products would be a definite asset.
- Exceptional knowledge of MS Word and Excel.
- Excellent Organizational skills
- Excellent problem solving and prioritization skills.
- A driving desire to get the job done.
- Excellent interpersonal and observational skills.
- Experience of providing online commissioning and technical training.
- Valid passport and drivers licence

Equity, Diversity & Inclusion
At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.

Mandatory Covid-19 Vaccination Policy
At Ross, we put the health and safety of our employees and their families first. It is our responsibility to provid

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