Job description

Position Summary

Under the supervision of the Technical Training & Sales Development Manager, the Technical Support Specialist for Pro Audio & Conferencing provides primary technical product support for the Sales Department and secondary product pre- and post-sale support for customers, including customer consultation for system specification, integration and operation. Creates and conducts training seminars and webinars for internal sales associates and occasionally end users, as directed by the Technical Training & Sales Development Manager.

Essential Job Functions

• Assists sales associates by providing technical assistance in the design and integration of customer applications for assigned categories.
• Resolves customer application problems and performs follow-up technical support by working with product merchandising, the manufacturer directly, manufacturer’s rep firms and other departments.
• Researches, writes and publishes advanced technical applications bulletins, advanced technical training material and technical “white papers” or educational guides as assigned.
• Conducts hybrid webinar/seminar trainings for sales associates and occasionally end users for in-house events or trade shows.
• Prepares and presents demonstrations and applications of products at trade shows, seminars, sales meetings, etc.
• Provides technical support to sales staff in determining application of products to customer requirements, suggestions for alternative products and technical support in connectivity and
• Assists Merchandising with technical product support and acts as a liaison between sales and Merchandising to relay information on product trends and stocking suggestions as they relate to assigned categories.
• Fine tunes website product and category searches for assigned category.
• Staffs Company exhibits at industry trade shows at the request of the Sales and/or Marketing Communications Departments.
• Develops and suggests product improvements and modifications to manufacturers based on customer requirements.
• Reviews new products for proper use with other products, including performing field tests on new products to gain familiarity and working knowledge.
• Attends manufacturer trainings both in-house and on-site at manufacturer certification programs.
• Performs other duties as assigned, which may include assisting in the maintenance of department files and sample equipment, and performing other departmental administrative functions.

Skills and Abilities

• This position is the Company subject matter expert for the assigned category(s) and, as such, is required to have an in-depth and expert level knowledge of the products, applications and market conditions.
• Demonstrates considerable organizational skills to manage multiple projects at once.

• Demonstrated ability of working on complex assignments where analysis of situations or data requires an in-depth evaluation of variable factors.
• Experience in design and installation of assigned category products is preferred.
• Experience in advanced electronics and basic acoustics preferred.
• Interest in audio, electro/acoustics, lighting, video, and system design is desirable.
• Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Has an engaging, outgoing personality and is enthusiastic and eager to learn and grow in a fast-paced environment.
• Fosters and builds collaborative relationships with internal partners to develop content for instructor-led training.
• Is comfortable facilitating to small and large groups in an engaging and effective way.
• Excellent presentation skills, especially to groups consisting of 2 - 100 people.
• Superb problem solving/troubleshooting skills.
• Self-motivated and works well without daily direction.
• Enjoys meeting and dealing with new people.
• Mechanically and technically minded.
• Organized working methods and strong follow-up procedures.
• Moderate domestic travel is required (4-6 weeks per year).
• Valid WI Driver’s License required.

Education and Experience

• Advanced computer skills (MS Word, Excel, PowerPoint, Outlook).
• Requires a minimum of two years of teaching/training experience.
• Experience utilizing a Learning Management System (LMS) and virtual classroom training platforms (Webex, Moodle, etc.) is a plus.

Qualifications

• Adaptability:
• Adapts quickly and easily to changing requirements and needs from internal stakeholders.
• Ability to easily shift priorities and work at a fast pace for an extended period of time.
• Ability to anticipate needs and act pro-actively.
• Quickly learns new software programs and possesses a high level of comfort with technology.
• Attention to Detail:
• Has excellent verbal and written communication skills.
• Extreme attention to detail and meticulous follow-through.
• Customer Service & Professionalism:
• Provides a superior customer experience for both internal and external customers.
• Models core values and exhibits high standards of integrity and professionalism as a frontline representative to new and current teammates and business leaders.
• Results-Oriented:
• Ability to design measurements to evaluate effectiveness and ROI for work projects.
• Uses research and analysis to learn about changes in the business (e.g. new processes and procedures).
• Process-Oriented:
• Ability to easily understand and explain processes and procedures.
• Thinks in a process-oriented way.

Work Environment

Work is performed in an office environment with minimal, if any, travel outside of the office. Requires the ability to sit for extended periods; frequently stand and walk; normal manual dexterity and eye-hand coordination; lift and move objects weighing up to 25 pounds; corrected hearing and vision to normal range; use of standard office equipment, including a computer, telephone, copier, printer and fax machine.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

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