Customer Service Engineer II - Raleigh, NC

Customer Service Engineer

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At Christie®, we create award-winning light technology solutions and services that help our partners and customers deliver unforgettable shared experiences. We're a global group of passionate people at a company committed to leading-edge innovation, creating high-quality illumination products and solutions, and inspiring our customers and one another. We like to say we're a global company with local roots. We work collaboratively to support our partners in every market and region we serve around the world.

About the opportunity:

We're looking for a Customer Service Engineer who will bring their technical skills in troubleshooting, diagnosing, and repair to AV systems. If you're looking for high quality, innovative, shared experiences you have come to the right place. The CSE is responsible for troubleshooting, diagnosing, and resolving technical issues related to audiovisual (AV) and cinema systems. This role focuses on building a foundational understanding of principles and practices, handling field repairs, maintenance, and installation.

It involves developing an awareness and familiarity with standard tools and procedures, enabling employees to handle field repairs, maintenance, and installations. Ideal for those starting out, this position provides essential training and experience in more complex tasks over time. The CSE ensures compliance with service standards, KPIs, and safety regulations. Approximately 80% of duties are performed on-site at customer locations, requiring frequent domestic and international travel, often on short notice.

Location:

Must be local to Raleigh, NC

Responsibilities:

• Coordinate equipment repairs and maintenance accurately allowing enough time for transit and testing.
• Provide timely and effective technical support to meet the customers' expectations via telephone or in person.
• Develop and maintain good customer relationships.
• Evaluation services to engineering for software and hardware changes and the evaluation of new products and designs for the Marketing department.
• Troubleshoot and resolve network issues i.e. connectivity, applications, Internet, Web, WAN, e-mail and infrastructure.
• Repair and update products and software.
• Ability to diagnose and repair digital projectors and digital systems.
• Perform emergency service at the client's locations as needed to ensure the full functionality of AV systems and related equipment.
• Support live events/screening.
• Provide detailed technical documentation relating to all functions performed.
• Provide on-call technical phone support and field response.
• Install and document the installation of AV products and related equipment.
• Perform scheduled preventative maintenance to ensure optimum operation and a minimum of down time of AV systems.
• Provide technical training for the end user relating to the operation of AV system and related equipment.
• Maintain accurate market inventory and inventory reports.
• This role requires regular travel, including international trips, as part of its core responsibility

What we are offering:

A competitive salary, vacation, health & dental benefits, and employer-matched 401 K pension plan. You will have opportunities to gain experience, grow and collaborate with professionals on a global reach. Whether you are working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight – your contributions will have an influence.

The experience and skills we value:

• Minimum 3-5 years relevant experience in technical support, networking, field service, PC repair or related field
• Minimum 3-5 years' experience in repair/maintenance/theory of Digital projection systems and/or other Audio systems, in technical support, networking, field service, PC repair or related field experience

What will put you ahead:

• Experienced with audio/video test and calibration and related equipment.
• Electrical/Electronic understanding/training including troubleshooting skills.
• Understand AV signal flow and the ability to troubleshot to find failed…