Field Engineer

About the Role

We are seeking a highly skilled Field Engineer to join our team at Imagine Communications. As a Field Engineer, you will be responsible for installing and supporting our innovative media software and networking solutions.

Key Responsibilities

• Installation and support of our media solutions
• Automation, video servers, channel in a box, MAM, graphics, gateways solutions
• Setup with traditional SDI and new solutions 2110, 2022/6, TS, HDR, JpegXS, dockers, hybrid system
• Collaboration with product lines and R&D to improve solutions and answer customer needs
• Support on large and innovative projects during implementation and continuing support during live migration
• Travel to different countries to support and manage key customers based in West Europe and Africa
• Support sales for any potential future opportunities
• Deliver on-site and remote services

Technical Commissioning and Training

• Provide on-site installation of equipment and secure its operation
• Deliver basic operation and maintenance training to customers
• Provide troubleshooting 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

Technical Product Support

• Resolve customer product/System issues following defined support processes
• 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

About You

• Engineering or Bachelor's degree
• Good Communication Skills (Written and spoken English)
• Experience with Broadcast & Playout Technologies (ideally minimum 5 Years)
• Deep and thorough knowledge with hands-on experience with Automation/Playout/Graphics/MAM/Newsroom/Infrastructure workflow (preference for candidates familiar with Imagine products & Services)
• Understanding of Service based architecture
• Positive, professional attitude with ability to work independently as well as support for team members when required
• Available to travel (mainly in West Europe and Africa but could be over the world too) with ability to work remotely

What does our team say?

"Working in Professional Services has made me see the result of improving quality for Customer satisfaction which in turn benefits Imagine as a company as well as customers. Working at Imagine has allowed me to implement changes to processes and see how I can make a real impact in my role. The atmosphere is friendly where teams collaborate and work well together."

The team is collaborative, shared experience over the world, and supports each other.

Celebrating difference, together stronger

At Imagine Communications, we don't just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.