Scott Cunningham Email & Phone Number

Denver, Colorado, United States

Denver, Colorado, United States

Denver, Colorado, United States

Denver, Colorado

Greater Denver Area

Greater Denver Area

Greater Denver Area

• My primary responsibility is to provide direct technical support for Imagine Communications products at customer sites as well as call centre telephone support when assigned to be in the office or on call rotation. • Review and implement system/workflow designs, assess “out of box” quality of delivered products, coordinate logistics of replacement parts as needed with the Imagine Communications Call Center to ensure a timely and successful closure of assigned jobs, and provide follow up documentation at the completion of the job. • Provide on-site field support as part of a team in the form of product/system commissioning, trouble-shooting and inventory audits as part of large system projects that may span multiple weeks. • Represent Service group on cross-functional development teams • Provide technical support and/or training on specific video transcoding products in the installation, “go live” and post launch support environments.• Provide documentation regarding product quality, assigned job analysis, bug tracking entry, and expense reporting in a timely manner.• Provide Call Center telephone support as assigned while performing administrative duties in the office or on call rotation.• Provide customer consulting assistance on workflow, design, alternative approaches, system interfaces and application of the system. Research information utilizing internal and external resources.• Act as interface between Customer, Service, Project Management, Sales and Engineering addressing all key activities and/or issues relevant to the engagements assigned.• Provide "field" information regarding quality of design, interoperability issues, Coordinate job acceptance and gain sign off with Customer, Sales and/or other key groups.• Act as a positive contributing member of a team reporting to an Imagine Communications Project Manager when assigned to larger projects.• Provide operational and maintenance training to customers and system integrators as assigned.

Breakdown of duties include:-Providing technical sales and product support to customers over the phone, email, and by using a remote assistance tool-Teleconferencing and onsite training sessions with customers and our product resellers to increase their product knowledge-Building new server units to the specification required, as well as full soak testing before shipping to the end customer-Managing RMA returns of faulty equipment, diagnosing and fixing for a quick turnaround time-Log all cases into our case tracking database, including time spent per case-Give onsite demos of our product to potential customers-Attend annual tradeshows where I’m responsible for product demonstrations and relationship building with our global product resellers and key customers-Authoring and submitting Knowledge Base articles and troubleshooting videos to our database available for customers and resellers to utilise-Maintaining our support website used solely by our resellers, containing training and troubleshooting videos and articles-Have to travel (international and domestic) to give onsite technical support when our products are going through the POC stage of a sale