Field Engineer

Overview Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device.
Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.
Why Imagine? Imagine is reinforcing its position in the Broadcast and Channels TV industries with the latest technologies.
The company, which has operated for more than 20 years in the market, continues to develop experience and solutions.
A partner of major worldwide TV groups (>100 channels) and local innovative single Channel TV, Imagine offers the possibility to discover traditional TV and the latest Broadcast technologies in different contexts around the world.
A Bit About The Role Installation & support of Imagine solutions including: Automation/ Video Servers Channel in the box MAM Graphics Gateways solutions Setup with traditional SDI and new solutions: 2110, 2022/6, TS HDR, JpegXS Dockers, hybrid system Get in touch with product lines and R&D to improve solutions and address customer needs.
Support on large and innovative projects during implementation & continuing support during live migration.
Travel to different countries to support & manage key customers based in West Europe and Africa.
Support sales for any potential future opportunities.
Deliver on-site and remote services.
The role is based in West Europe, with offices in London and Paris, and offers the possibility to work remotely.
Technical Commissioning and Training: Provide on-site installation of equipment and secure its operation.
Deliver basic operation and maintenance training to customers.
Provide troubleshooting of assigned equipment at the customer site.
Provide alternative solutions to customer issues where the current solution does not meet customer expectations.
Produce simulations of customer-reported problems and test various alternatives and options to arrive at a resolution to the problem.
Interface effectively with other departments to resolve on-site customer issues.
Follow-up with customers to ensure issues are adequately resolved.
Act as an advocate for both the company and the customer.
Arrange for module exchange or factory repair of customer product.
Complete expense and field trip reports timely and accurately.
Technical Product Support: Resolve customer product/system issues following defined support processes.
Arrange for module exchange or repair of customer product.
Enter service calls and associated activities into CRM system accurately and in a timely manner.
Escalate more complex technical issues through the appropriate system.
Support e-service tools such as customer queries and repair.
About You Engineering or Bachelor’s degree.
Good Communication Skills ( Written and spoken English).
Experience with Broadcast & Playout Technologies (ideally minimum 5 years).
Deep and thorough knowledge with hands-on experience with Automation/ Playout/ Graphics/MAM/ Newsroom/ Infrastructure workflow (preference for candidates familiar with Imagine products & services).
Understanding of Service-based architecture.
Positive, professional attitude with ability to work independently as well as support team members when required.
Available to travel (mainly in West Europe and Africa but could be over the world too) with the ability to work remotely.
What does our team say? “ Working in Professional Services has made me see the result of improving quality for Customer satisfaction which in turn benefits Imagine as a company as well as customers.
Working at Imagine has allowed me to implement changes to processes and see how I can make a real impact in my role.
The atmosphere is friendly where teams collaborate and work well together. ” The team is collaborative, sharing experiences from around the world, and supports each other.
Celebtrating Difference, Together Stronger At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities.
We are committed to providing an environment of mutual respect.
Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.
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