Job Description: Responsible for LED display installation, commissioning, maintenance, training and other on-site support work, responsible for remote technical support to solve client problems. Essential Functions: • Provide daily technical (troubleshooting) phone and online support for all customers. • Deliver access to technical manuals, collateral, SW/FW, and work instructions as needed. • Provide technical advice regarding the technology and engineering of our products to promote, support, and service the sale of our products. • Provide onsite technical installation guide service for clients. • Provide RMA module maintenance work. • Deliver onsite technical installation consultation and provide clear instructions. • Consult clients on technical service parts and new acquisitions. • Assist with the support of the RMA service cycle on an as-needed basis. • Manage RMAs and tech support calls via assigned tracking tools. • Evolve technical database repository for tech support use (Problem/Solution Tree). • Provide RMA / Tech support health reporting as needed by management. • Conducts routine tests and solves mechanical or electronic problems involved in the operation of the products. • Escalation management process (when applicable). • Support sales representatives by providing technical knowledge to clients and potential clients. • Assist with the return of customer material back to the company for repair. • Assess the potential application of company products or services and offer solutions that meet customer needs. • Provide technical training to customers. • Use technical knowledge of product offerings to support and build sales and support services. • Provide support in both pre- and post-sales. • Assist with root cause analysis of failed components from the field. • Field and manage support calls as assigned. • Complete applicable administration concerning the above-related activities. • Travel to customer sites as needed to coordinate duties listed above.

Competencies: • Ability to break down complex problems into manageable parts. • Thorough understanding of parts’ roots and relationship to other parts. • Ability to interpret a variety of instructions in written, verbal, diagram, or schedule form. • Ability to work with a high level of integrity with minimal supervision. • Excellent communication skills with the ability to interact with customers professionally. • Demonstrated ability to use sound independent judgment. • Advanced computer and networking skills. • Willingness to travel regularly for work. • Problem-solving skills related to electronics. • Ability to operate digital and analog oscilloscopes, logic analyzers, pulse generators, meters, and other electronic instruments. • Ability to work from schematics or rough sketches. Education & Experience Requirements: • Preferred AS Degree in Computer Science, Engineering, or other technical related area plus 1-year minimum experience or equivalent technical training and 2+ years of LED/AV service and support experience. • Technical Help desk, Network Operation Center (NOC), experience. • Ability and experience working with phone systems, Excel, Word, Access, PowerPoint, and ERP/CRM systems. Language: • Excellent written and verbal communication skills in English.