Technical Support Engineer - Fort Wayne, IN

Technical Support Engineer - Fort Wayne, IN

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QSC is creating exceptional, people-centric experiences with the perfect balance of technology and creativity. Q-SYS, our innovative full stack audio, video and control platform, unifies data, devices and a cloud-first architecture, empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy, QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences. Atrius, Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter, safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability. Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people's lives. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates.

Job Summary: The Technical Support Engineer delivers regional technical support to Q-SYS customers across North America. Key responsibilities include performing comprehensive diagnostics and troubleshooting for Q-SYS products, including audio, video, networking, and third-party control integrations. The ideal candidate will have extensive experience with integrated and converged networked AV&C products in various ecosystems, along with a good understanding of live sound and cinema markets and products. The ideal candidate will be based in either Fort Wayne, IN or Costa Mesa, CA.

Key Tasks & Responsibilities (Essential Functions):

• Serve as the Voice of the Customer for Q-SYS North America, offering troubleshooting and diagnostic support for Q-SYS Audio, Video, Control, and Network features, technologies, and applications.
• Provide assistance via phone, email, and chat.
• Deliver best-in-class call-handling and call response times to Q-SYS's key accounts, ensuring exceptional service delivery.
• Ensure thorough resolution of all issues and maintain accurate records in Q-SYS's CRM system (Salesforce).
• Provide regular project status updates to management and customers, effectively communicating progress and issue resolution as required.
• Improve Q-SYS knowledge by developing Knowledgebase articles as well as training material and programs as required.
• Escalation/Crises management
• Provide informal technical/functional direction to team members including training and mentoring new hires and frontline support teams as needed.
• Lead Partner management support and other programs as required

Skills and Minimum Experience Required:

• Bachelor's or Diploma in a technical/engineering discipline, or equivalent experience
• Experience in Customer Support or Technical Support - preferably customer facing roles in the AV&C Integration industry with emphasis on installed AV&C systems
• Must be able to utilize critical thinking and problem-solving skills based on training programs / topics provided by Q-SYS and apply the knowledge to perform support duties
• Q-SYS Level I and Level II certification is highly desirable
• AV industry certifications in Dante, CTS, CTS-I, or CTS-D are highly desirable
• An understanding of computer technologies, audio video technologies, audio over IP networking and DSP technology, including Gain Structure, AEC, Dante, and Telephony is a plus
• Experience with Unified Communications systems and third-party control integration (Crestron, Extron, AMX, Microsoft Teams, Zoom, etc.) and SIP/VoIP telephony experience is a plus
• Experience with Salesforce Case Management, Knowledge Base and Atlassian collaborative tools, such as Confluence and Jira is a plus
• Excellent written, verbal, presentation, interpersonal, communication and phone skills

Acuity is owned by Acuity Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America. The range for this position is $48,000 to $86,000. Placement within this range may vary, depending on the applicant's experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role.