Provides on-site technical support, installation, configuration, maintenance, troubleshooting, demonstrations, and proof-of-concept deployments for KVM and AV systems. Collaborates with sales and engineering teams on tailored customer solutions, pre-sales consultations, product feedback, documentation, and post-sales support. Requires customer communication, independent project management, travel to customer sites, and a valid driver’s license.
As a Site Support Engineer, you will be an integral part of our Black Box Sales department, ensuring the successful implementation and support of our cutting-edge KVM and AV solutions. Your expertise will be crucial in delivering exceptional customer experiences and driving our business forward.
Responsibilities
- Provide on-site technical support and troubleshooting for KVM and AV systems.
- Perform site installations, configurations, and maintenance as per customer requirements.
- Set up demos and Proof of Concepts (PoCs) to showcase our solutions' capabilities.
- Collaborate with the sales team to understand customer needs and deliver tailored solutions.
- Maintain accurate records of site visits, installations, and support activities.
- Stay updated with the latest industry trends and technologies in KVM and AV.
- Offer pre-sales support, including product demonstrations and technical consultations.
- Ensure customer satisfaction by promptly addressing any post-sales queries or issues.
- Work closely with the engineering team to gather feedback and improve our products.
- A minimum of 2-3 years of experience in a similar role, preferably in the KVM or AV industry.
- A strong engineering or technical education background, with a degree in a relevant field.
- Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting.
- Strong communication and interpersonal skills, with the ability to interact with clients and colleagues effectively.
- A customer-centric mindset, with a focus on delivering exceptional service and support.
- Proficiency in using various KVM and AV equipment and software tools.
- Ability to work independently and manage multiple projects simultaneously.
- Willingness to travel for site visits and installations as required.
- A valid driving license and a clean driving record.
- Any additional certifications or training in KVM or AV technologies will be an advantage.
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