Technical Support & Training Specialist

The company distributes specialist audio and custom installation solutions by providing unique products with unrivalled customer service, training, and support.

Role Responsibilities

• Assisting with in-field product demonstrations for trade and end-user customers as needed.
• Deliver technical expertise and introductory product training to dealers, distributors, and colleagues to drive sales success and business growth.
• Advising trade customers and assisting colleagues by addressing technical product inquiries and resolving system issues, primarily through remote support and on-site field visits as needed.
• Providing pre-sales technical and configuration information, troubleshooting support, and final system commissioning across all products & brands
• Maintaining and updating the various demonstration systems at HQ
• Supporting in-field product demonstrations to trade and end-user customers where required
• Travelling with sales staff to visit and work with trade customers where required
• Calibrating and commissioning audio & video system installations in the field where required
• Administering and coordinating all warranty provision and after-sales service processes for trade customers
• Coordinating and reporting any quality issues and contributing to the Company's Quality processes as the representative for Specialist Product Sales

Qualifications

• Previous relevant industry work experience and related product knowledge, e.g. in audio/video, networking or security products, system engineering, training and/or installation
• A relevant technical educational or recognized technical training qualification

Experience Required

• Practical field-based experience of training and installing AV or networked product systems is desirable
• A comparable technical support and/or training role within a dynamic, trade-focused commercial environment.
• Understanding of network audio (Dante/AES67) and experience of deploying AV-over-IP is desirable
• Specific specialist brand and product knowledge provided

Person Specification

• Methodical, practical, and structured trouble shooting approach to problem solving
• An ability to communicate, share, and deliver technical information effectively to empower customers and colleagues to grow sales, install successfully, and satisfy customers

• A calm demeanour and first-class interpersonal skills
• A confident public speaker
• A demonstrable interest in and understanding of technology and audio/video products and networks