Technical Support Engineer Fort Wayne, IN

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QSC is creating exceptional people-centric experiences with the perfect balance of technology and creativity. Q-SYS our innovative full stack audio video and control platform unifies data devices and a cloud-first architecture empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences.

Atrius Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability.

Acuity Inc. (NYSE : AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces light and more things to come. Through our two business segments Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS) we design manufacture and bring to market products and services that make a valuable difference in peoples lives.

We achieve growth through the development of innovative new products and services including lighting lighting controls building management solutions and an audio video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta Georgia with operations across North America Europe and Asia. The Company is powered by approximately 13000 dedicated and talented associates.

Job Summary

The Technical Support Engineer delivers regional technical support to Q-SYS customers across North America. Key responsibilities include performing comprehensive diagnostics and troubleshooting for Q-SYS products including audio video networking and third-party control integrations. The ideal candidate will have extensive experience with integrated and converged networked AV&C products in various ecosystems along with a good understanding of live sound and cinema markets and products.

The ideal candidate will be based in either Fort Wayne IN or Costa Mesa CA.

Key Tasks & Responsibilities (Essential Functions)

Serve as the Voice of the Customer for Q-SYS North America offering troubleshooting and diagnostic support for Q-SYS Audio Video Control and Network features technologies and applications. Provide assistance via phone email and chat.

Deliver best-in-class call-handling and call response times to Q-SYSs key accounts ensuring exceptional service delivery.

Ensure thorough resolution of all issues and maintain accurate records in Q-SYSs CRM system (Salesforce).

Provide regular project status updates to management and customers effectively communicating progress and issue resolution as required.

Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.

Escalation / Crises management

Provide informal technical / functional direction to team members including training and mentoring new hires and frontline support teams as needed.

Lead Partner management support and other programs as required

Additional Qualifications / Responsibilities

Skills and Minimum Experience Required

Bachelors or Diploma in a technical / engineering discipline or equivalent experience

Experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems

Must be able to utilize critical thinking and problem-solving skills based on training programs / topics provided by Q-SYS and apply the knowledge to perform support duties

Q-SYS Level I and Level II certification is highly desirable

AV industry certifications in Dante CTS CTS-I or CTS-D are highly desirable

An understanding of computer technologies audio video technologies audio over IP networking and DSP technology including Gain Structure AEC Dante and Telephony is a plus

Experience with Unified Communications systems and third-party control integration (Crestron Extron AMX Microsoft Teams Zoom etc.) and SIP / VoIP telephony experience is a plus

Experience with Salesforce Case Management Knowledge Base and Atlassian collaborative tools such as Confluence and Jira is a plus

Excellent written verbal presentation interpersonal communication and phone skills

QSC. is owned by Acuity Inc. which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored and which will be subject to the laws of the United States of America.

The range for this position is 48000 to 86000. Placement within this range may vary depending on the applicants experience and geographic location. Acuity offers generous benefits including health care dental coverage vision plans 401K benefits and commissions / incentive compensation depending on role.

Key Skills

Database,Jira,Linux,Bank,Java

Employment Type : Full Time

Experience : years

Vacancy : 1