Field Engineer

OverviewEvery day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.Why Imagine?Imagine is reinforcing its position on the Broadcast and Channels TV industries with the latest technologies. The company has operated for more than 20 years in the market, continues to develop experience and solutions. Partner of big worldwide TV groups (over 100 channels) and partner of local and innovative single Channel TV. Imagine offers the possibility to discover traditional TV and latest Broadcast technologies in different contexts over the world.A Bit About The RoleInstallation & support of Imagine solutions: Automation/Video Servers, Channel in the box, MAM, Graphics, Gateways solutionsSetup with traditional SDI and new solutions: 2110, 2022/6, TS, HDR, JpegXS, Docker, hybrid systemGet in touch with product lines and R&D to improve solutions and answer customer needsSupport on large and innovative projects during implementation & continuing support during live migrationTravel to different countries to support & manage key customers based in West Europe and AfricaSupport sales for any potential future opportunitiesDeliver on site and remote servicesThe role is based in West Europe, there are offices in London and in Paris. Possibility to work remotely.Technical Commissioning and TrainingProvide on-site installation of equipment and secure its operationDeliver basic operation and maintenance training to customersProvide troubleshooting of assigned equipment at the customer siteProvide alternative solutions to customer issues where the current solution does not meet customers’ expectationsProduce simulations of customer-reported problems and test various alternatives and options to arrive at a resolution to the problemInterface effectively with other departments to resolve on-site customer issuesFollow-up with customers to ensure issues are adequately resolvedAct as an advocate for both the company and the customerArrange for module exchange or factory repair of customer productComplete expense and field trip reports timely and accuratelyTechnical Product SupportResolve customer product/System issues following defined support processesArrange for module exchange or repair of customer productEnter service calls and associated activities into CRM system accurately and in a timely mannerEscalate more complex technical issues through the appropriate systemSupport e-service tools such as customer queries and repairAbout YouEngineering or Bachelor’s degreeGood 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 architecturePositive, professional attitude with ability to work independently as well as support for team members when requiredAvailable to travel (mainly in West Europe and Africa but could be over the world too) with ability to work remotelyWhat 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 strongerAt 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.#J-18808-Ljbffr