Technical Support

A leading Audiovisual Distributor are looking a technical support specialist to work with a customer network of AV Integrators and Custom Installers. Product categories include control systems, lighting, audio/video switching, and networking.

Key Responsibilities and Accountabilities:

Technical Support:

• Take incoming support calls from customers.

• Provide technical advice and resolve issues.

• Screen share with customers where necessary.

• Ensure the best possible support service is provided.

Training:

• Deliver technical training courses.

Admin/SAP:

• Service Calls:

  • Enter service calls on SAP.

  • Keep SAP service records updated.

• Facilitate Advance Replacement:

  • Check stock.

  • Gain authorization.

  • Send advance replacement unit.

  • Liaise with the vendor for replacement.

  • Ensure the faulty unit is returned.

• Keep returns records up to date.

• Expenses:

  • Submit company credit card receipts by the 5th working day of the month for approval to Finance.

  • Complete expenses form and submit by the 5th working day of the month for approval to Finance.

Communication:

• Vendor:

  • Liaise regarding RMAs.

  • Handle international shipping.

  • Use vendor technical support when unable to resolve an issue internally.

  • Access dealer portal.

Technical Marketing:

• Exhibitions:

  • Attend and assist on stand.

• Demonstration Facilities:

  • Ensure latest products are installed in all demo facilities.

  • Keep all demonstration facilities fully functional.

  • Recommend complementary equipment for demonstration facilities.

• Written:

  • Assist with technical aspects of E-Shots.

  • Assist with technical aspects of marketing blurb.

  • Assist and monitor 'social marketing' efforts.