Customer Support Engineer

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The RealD Customer Support Engineer is responsible for managing customer communication, including 3D

system selection and technical support related calls/emails from technicians and theatre staff. This position

will be responsible for the accurate tracking of cinema systems in Salesforce and the communicating of

equipment replacement needs to the operations department. The RealD Customer Support Engineer will

maintain in house projection equipment for use in R&D and technology demonstrations. This position will

This position is not a remote position. It will require a minimum of 3 days per week in our Louisville, Colorado

office.

Core Responsibilities:

• Execution of RealD quality assurance programs

• Optimizing 3D system choice for Laser Upgrades and New Installs.

• Remote troubleshooting with customer and installers.

• Initiate shipments to support field RMAs.

• Project management in Excel and tracking & updating of information in Salesforce, including

reconciling asset locations.

Support internal projects, including:

• Ensure accuracy of Company Data.

• Analyze equipment failures to determine cause and recommend corrective action.

• Ensure all in-house projection equipment is maintained and fully operational for Production and

R&D Testing. Operate equipment for in-house technology demonstrations.

• Participate in product/component qualification testing and prepare test reports as needed.

• Perform metrology experiments using various optical measurement tools, including a bidirectional

reflectance distribution function (BRDF) tester, haze analysis & contrast testing.

• Assist with Product Lifecycle Management (PLM), including:

o Release to Production (RTP) and Engineering Change Order (ECO) processes.

o Management of Bill of Material (BOM) in PLM system and support revision control.

• Occasional domestic travel to cinema partners (4-12 times annually).

Experience:

• 5+ years of cinema technical experience required.

Required Knowledge, Skills & Abilities:

• Working knowledge of all common cinema projection equipment including projectors and servers.

• Work with polarization-based 3D cinema systems.

• Troubleshooting and problem-solving skills

• Proficiency with Salesforce and Microsoft Office

• Excellent communication and presentation skills.

• The ability to work with and coordinate with other trades. (i.e. electrical and HVAC)

Salary range is $90,000 to $105,000 annually based on education, qualifications, and experience.

Discretionary bonus potential. Other benefits include 401K match, insurance (medical, dental, vision) majority

paid by employer, 10 paid holidays, unlimited PTO and more.

Company Overview

RealD pioneered digital 3D cinema twenty years ago and today operates the world's largest 3D cinema

platform. RealD’s network of movie theaters includes more than 6,500 theaters in 75 countries with a total of

27,000 3D-enabled screens. For more information, please visit

RealD is an equal opportunity employer who knows the value of diversity and the impact it can make!

Seniority level

• Seniority level
  
  Mid-Senior level

Employment type

• Employment type
  
  Full-time

Job function

• Job function
  
  Information Technology
• Industries Entertainment Providers

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