Advanced Technical Support Group Engineer- Remote

Crestron Electronics is a leader in automation and control solutions, partnering with Fortune 500 businesses globally. The ATSG Engineer will manage the resolution of customer issues, providing both remote and on-site technical support, while ensuring effective communication and documentation throughout the process.

Responsibilities:

• Handle escalated Technical Support cases
• Provide remote assistance and on-site support to Crestron’s dealers and customers while working to resolve technical issues that cannot be efficiently resolved through typical phone support channels​
• Stage dealer projects and programs in the process of reproducing and resolving the reported issues​
• Review project designs and programming to ensure they conform to best practices​
• Gather logs, packet captures, and any other data necessary to effectively
• Perform site surveys to verify installations meet industry and Crestron standards​
• Clearly define and communicate how the customers concerns will be addressed and effectively manage expectations
• Proactively identify potential conflicts and delays, and work to manage and mitigate project risks
• Liaison with sustaining engineers and product managers as required to resolve customer concerns

Requirements:

• H.S. Diploma or General Education Degree (GED) required
• 6-8 years working in the AV industry and 5 years of experience in Customer Support
• 3-5 years experience with Crestron's proprietary software development tools, including Simpl Windows, Simpl+, Simpl#, and D3Pro
• Works under minimal supervision with wide latitude for independent judgement
• Ability to undertake assigned projects with baseline information for completion and evolve project complexity with minimal supervision
• Ability to read and interpret system schematics, floorplans, etc
• Proficient in Microsoft OS environments
• Proficient in MS 365 platforms: Excel, Word, PowerPoint required
• Moderate / Advanced project management skills
• Must possess excellent interpersonal/written/verbal communication skills, with the ability to learn new technologies
• Able to effectively prioritize tasks to maximize benefit to the organization
• Able to work flexible hours as required by the client
• Crestron Certified Programmer required
• Crestron DMC-E Certified required
• Crestron DMC-N Required
• 70 % travel
• Bachelors in EE or CS degree
• Proficient in Apple OS and applications desirable
• Teams preferred