Project Engineer, Systems Engineer

Who are we?

Riedel Communications, founded in 1987, designs, manufactures and distributes innovative real-time networks forIP, Video, Audio and Communications. Its products are used for broadcast, pro-audio, event, sports, theatre and security applications worldwide. The company is known for pioneering digital audio matrix systems and fibre-based real-time network technology.

Riedel Group is headquartered in Wuppertal, Germany and employs over 700 people in 20 locations throughout Europe, Australia, Asia and the Americas. In the USA, Riedel is incorporated in Santa Clarita, CA with a nation-wide sales presence.

The Professional Services team is part of the Customer Success organization within the Riedel Product Division, which designs, manufactures, and distributes pioneering real-time networks for video, audio, and communications. Its products are used worldwide for broadcast, pro-audio, events, sports, theatre, and security applications worldwide.

The team is at the heart of our post-sales customer success journey and manages all post-sales delivery and support requirements. These include but is not limited to engaging with customers on commissioning, training, support topics, diagnosing hardware and software issues, raising R&D tickets, and coordinating the repair or replacement of customer devices.

Working as a Project Engineer is an engaging and collaborative role in the organisation with multiple internal stakeholders including Sales Managers, Pre-Sales Engineers, Product Experts and R&D, to name a few.

The Project Engineer’s overall objective is the successful delivery of on-site (and remote) post-sales commissioning and training services, while also providing direct customer support for our products.

KPI's:

• Project On-time Delivery
• Customer Satisfaction: NPS and CES
• Customer Support Case Metrics (Response time, Aging, NPS and CES)

• Deliver commissioning and training services sold on projects against scope and schedule, ensuring successful project delivery.
• Work in conjunction with Riedel Teams and Customers to organize and prepare for onsite commissioning and training including all content and materials required.
• Ensure all pre and post commissioning documentation is complete for proper handover to the Support teams.
• Ensure services quoted and ordered are appropriate and expenses are tracked.
• Advise Management on project status, risks and mitigation, and scope.
• Track and resolve any project related issues.
• Research and promote additional business opportunities, solutions, and services sales to the client and sales team.
• Manage and take ownership of Customer Support cases.
• Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend.
• Support customers with remote online sessions when needed.
• Reproduce issues on service lab equipment.
• Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge, technical acumen, and technical sales skills.
• Act as market and industry aware collaborator providing information on competition and market trends.
• Champion KCS principles, educating and coaching support staff on effective knowledge creation and maintenance
• Develop and maintain knowledge base articles, user documentation, and guides to support products and services
• Utilize the knowledge base to efficiently resolve customer issues

• Bachelor’s degree or equivalent program related to information technology, SW/EE engineering, computer science, or related field.

• 4+ years of proven experience in a relevant market field, interacting with customers, ideally in the broadcast and entertainment Audio/Video market
• Knowledge of communication, digital audio technologies and standards (AES3, AES
  67, ST 2110, NMOS, PTP)
• Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-7, NMOS, PTP)
• Knowledge of IP technologies and standards (VM, TCP, UDP, IGMP, VLAN, PTP, with Cisco, Arista, or NETGEAR certification preferred)
• Knowledge of cloud-based media streaming technologies (RTMP, SRT, JPEG-XS, MXF, etc) and knowledge of public cloud…