Mission Critical Field Engineer
Job Description:
The candidate best suited for this position will have:
Excellent communication skills at all levels within Avid, and at all levels within the customer management teams.
Ability to travel on short notice. The right candidate may be required to travel within the Americas and at times on short notice (50%-60%) – The right candidate may be asked to travel for 1-2 nights, and may include weekends. The right candidate must be willing to make visits to customer sites for customer relations and strategic support initiatives, as well as other business needs that may arise such as critical service visits.
A high level of analytical skills to investigate and analyze product configuration problems and problems found in software such as defects ‘or bugs’.Be able to recommend solutions and workarounds, communicate plans of action and fulfillment of those actions to close.
High level visibility will be required when working with teams back in Avid headquarters to improve Customer Satisfaction and QUALITY. Meetings with software developers, managers of engineering teams, manufacturing liasons, sales and professional service, and others will be required. The right candidate will be self-motivated and will show extensive social networking ability. The ability to work as a member of a team is mandatory.
Extensive working knowledge of Avid workgroup and editing products such as Interplay (Workgroup 5) and Media Manager (Workgroup 4) as implemented in Post & Broadcast configurations. Additionally skills in individual Avid products required such asAvid Newscutter and Media Composer Adrenaline, Symphony Nitris, Avid Transfer Manager, Avid Media Manager, PortServer, Avid Unity ISIS and MediaNet, Airspeed Playback Solutions, Capture Manager, Alteon/Vixel/Foundry/CISCO Switches, Interplay Components such as MS Cluster, Infotrend RAID array, Archive Solutions such as SGL FlashNet, Indexer, DMS, Transcode, and working knowledge of Network Topology as it pertains to configurations used by Avid solutions. The right candidate will continue their training with the team and leverage their knowledge to solve complex customer problems and train other team members and members of customer support.
Experience with various media workflows of both Post and Broadcast is beneficial to this position.
Understanding of Broadcast and Post facilities is a requirement for this position. Interoperability between Avid products and other solutions found in these environments are commonplace and familiarity is required. The right candidate will have most likely have worked in post production or a broadcast news room and shows knowledge of this in communications with Avid’s customers.
Extensive experience with standard networking protocols such TCPIP, FTP, Ethernet Topology, Fiber Channel Infrastucture such as it pertains to Avid’s shared storage solutions.
A high level of analytical skills to investigate and analyze product problems and recommend solutions or workarounds, working with teams back in Headquarters to improve Customer Satisfaction and QUALITY.
Will follow and encourage others in the use of processes that are designed to keep the Mission Critical team focused on it’s core business – which is to support all aspects of the customer experience using Avid’s products.
Primary Function: In the Americas Field
Work with HQ Mission Critical Support Team to develop and implement action plans with contingencies to reach a successful solution to customer’s escalated situation.
Act as focal point for Field communication for assigned escalated activities
Log all activities in our Footprints WW Escalation Database for documentation and accurate status on all escalations
Follow the escalation process
Log all time and activity on Time Base Reporting system (this is a requirement in 2008)
Frequent conference calls will be required with Customer and Avid account team
Identify needed additional company resources to resolve an escalated field situation as necessary
Heavy account management at all levels, required for assigned tasks
Assume responsibility to track assigned escalated accounts, monitor and ensure progress according to action plan timelines.
Total ownership of escalated problem is required from end to end, including onsite travel to personally manage the account from a technical perspective
Assist on large enterprise facility upgrades as requested
Assist the Sales organization onsite for resolving revenue recognition issues at some key locations during the quarter
Interface on a consistent daily basis with Director of Mission Critical Support, Field Operations Director, Americas Sales management, Call Center Operations, and Engineering as needed.
Carry a rotational standby cell phone to provide 24x7 support to the Avid operation.
Skills
Excellent communication with Customers
Excellent communication with all levels of Management – Engineering, Sales, Services
Excellent analytical skills – a logical thinker
In depth knowledge of workflows – Broadcast or Post
Ability to multitask Customers and Projects
Demonstrate knowledge across a broad variety of products vs. specialized knowledge
Ability to use System Level troubleshooting and evaluation tools
Responsibilities
Bug submittal, review and ranking on a weekly basis
Failure replication in a systems environment
Account management
Define and evaluate workflow – Broadcast or Post
Define and evaluate data flow – Ethernet or Fibre Channel
Define and utilize diagnostics – local and remote (AAR)
Use cross functional resources input to resolve Customer problems – Eng, AEs, Sales, Mfg, CS
Provide New Product input and direction as needed on:
Diagnostics as related to system implementation
Design for Serviceability
Train CS organization in the use of tools for systems level troubleshooting
Experience: Excellent communication with Customers
Excellent communication with all levels of Management – Engineering, Sales, Services
Excellent analytical skills – a logical thinker
In depth knowledge of workflows – Broadcast or Post
Ability to multitask Customers and Projects
Demonstrate knowledge across a broad variety of products vs. specialized knowledge
Ability to use System Level troubleshooting and evaluation tools
To Apply to this job go to http://www.GadBall.com or click here
Monday, March 24, 2008