Customer Support Engineer
Current· Read and interpret installation drawings and documentation (Signal flows, facilities diagrams, etc.)· Adhere to documents for best known methods and best practices for configuring and/or commissioning equipment.· Maintain and update any stored assets related to configuring systems, including IP address information per device, firmware, software, etc.· Configure network switches as needed.· Configure IP addresses for all device and establish communication as needed.· Configure Dante audio subscriptions as needed.· Validate EDID tables and configure all EDID settings on all devices as needed.· Verify equipment is operational and not defective/DOA.· Validate all video routes and scaling as needed.· Configure settings on all devices per documented scope of work.· Load audio DSP files and confirm program is routing and signal is passing and showing on meters as required. Adjust as needed.· Load control system files as needed. Control updates and code by others by notating and verifying upload to past projects is done.· Provide feedback to engineering department on design methodology when field issues are discovered to promote continual improvement.· Assist technicians with manufacturer return authorization (RA) follow-ups and paperwork, making sure that equipment that is due for return to manufacturers gets properly tagged and processed to warehouse. · Assist service coordination identifying inbound product from warehouse and change case statuses for when something has returned or is ready for tech action.· Provide customers with timely updates for service work performed on their systems.· Accurately track time to each project/case using provided web and mobile apps.· Participate in departmental group meetings.· Some travel to local sites and remote sites
