Siemens Digital Industries Software Jobs

Supervision Reports to: Quality and Technical Lab Manager

Come grow with us!

Working here is a unique opportunity to do rewarding, meaningful, high-visibility work for a global leader in visual technology. We are celebrating over 3 decades of excellence, carrying on the same entrepreneurial spirit and innovation weve had since 1987. Our brand and products are well-known throughout the industry. As a result, we are growing quickly and are looking for energetic, motivated team members to expand our nest.

Your Role and Impact

As a ProAV/Hardware Product Support Engineer, you will serve as the organization's top-tier technical support expert, tasked with addressing the most intricate and critical technical challenges related to both hardware, including interactive flat panels (IFPs), commercial displays (CDEs), and other ProAV equipment, as well as AV control system support. You will leverage your extensive knowledge and experience with these technologies to provide advanced troubleshooting and support for our products. Your role will involve working closely with Tier 2 support, engineering teams, and other departments to ensure timely and effective resolution of customer issues. You will also play a key role in developing and improving support processes and documentation related to hardware and ProAV solutions.

Day to Day Responsibilities

• Provide advanced technical support and troubleshooting for complex issues escalated from Tier 2 support.
• Diagnose and troubleshoot hardware and software issues across a range of ProAV equipment, including interactive flat panels (IFPs), commercial displays (CDEs), and AV control systems, using strong methodical and analytical skills.
• Provide technical support to customers via phone and email, with on-site support as needed for issues that cannot be resolved remotely.
• Collaborate with engineering and product development teams to identify and resolve product defects and issues.
• Document and track customer issues and resolutions in support system.
• Conduct product testing and provide feedback to the development team.
• Assist in the development and maintenance of support documentation and knowledge base articles.
• Handle high-priority and VIP customer cases, ensuring timely and satisfactory resolution.
• Mentor and train Tier 1 and Tier 2 support representatives to enhance their technical skills and knowledge.
• Lead and participate in technical training sessions for internal and external stakeholders.
• Stay up to date with the latest industry trends and technologies to continuously improve support capabilities.

Your Profile

• BS Degree in Computer Science, Electrical, Electronics, or a related field.
• 4+ years of related work experience in technical support or a similar role.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Extensive knowledge of various IT domains, including networking, wireless, and internet technologies.
• Hardware experience in the AV (Audio-Visual) industry, with experience in AV systems, components, and integration, as well as proficiency in troubleshooting and supporting AV equipment like video conferencing systems, digital signage, and sound systems.
• Advanced understanding of operating systems (Windows, Mac OS, Android, etc.).
• Strong ability to read and understand engineering specifications and technical documentation.
• Experience with high-tech products such as projectors, commercial displays, interactive board, and other advanced technologies.
• Proficient in utilizing MS Office and other productivity tools.
• Proven ability to develop comprehensive solution documentation and training materials.
• Excellent verbal and written communication skills.
• Spanish or French speaking is a plus.
• Willingness and ability to travel as required

Whats in it for you:

• Medical, Dental and Vision nsurance options
• 401k with company match
• Paid Time Off
• Company provided equipment

Work Environment and Requirements

• Office Presence: Full time in office with travel as needed
• Environment: Normal office conditions
• Physical Effort: Work requires infrequent physical demands
• Hazards: Negligible, little or no exposure to hazards

Our mission is to provide excellence in visual experience by combining, products, solutions, and ecosystem developments. We celebrate and support diversity and are committed to creating a respectful and inclusive environment for all employee-partners. We do not discriminate on any basis covered by appropriate law, and all employment is decided based on qualifications, merit, and business needs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.