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Clear-Com, an HME company, is a trusted global provider of professional real-time communications solutions and services since 1968. We innovate market proven technologies that link people together through wired and wireless systems.
Clear-Com was first to market portable wired and wireless intercom systems for live performances. Since then, our history of technological advancements and innovations has delivered significant improvements to the way people collaborate in professional settings where real-time communication matters. For the markets we serve -- broadcast, live performance, live events, sports, military, aerospace and government-- our communication products have consistently met the demands for high quality audio, reliability, scalability and low latency, while addressing communication requirements of varying size and complexity. Our reputation in the industry is not only based on our product achievements, but also on our consistent level of customer engagement and dedication to delivering the right solutions for specialized applications, with the expertise to make it work. Around the globe and across markets, Clear-Com’s innovations and solutions have received numerous awards and recognitions for ingenuity and impact to customers. Come join our team!
Clear-Com is seeking an Applications Engineer III, either remote or hybrid in the Cambridge office. The ideal candidate is an experienced Field Applications/Systems Engineer who excels in customer-facing roles. You will work both independently and as part of a team, serving as the technical lead to support Sales, Engineering, Product Management, and Quality Assurance. Key responsibilities include: Visiting customers to commission systems, providing training, troubleshooting, and technical support, and conducting proof-of-concept demos. Our diverse customer base includes live events, theaters, broadcast studios, and mission-critical voice systems. You will often work under tight deadlines and manage multiple customers/projects simultaneously.
What You Will Do In The Position
Technical Assistance, Project Management, and Onsite Commissioning of New Installations
- Provides second-level technical support using all media streams.
- Creates and documents problems in the test lab given all of the specifics that cause a failure or issue.
- Resolves issues by identifying and correcting the root cause, which will lead to generation of a new solution, tech note, script, etc.
- Able to complete complex single / multi-system networked installations with thorough knowledge of implementing customers workflows
- Ensures all issues are thoroughly logged & documented using the relevant company QA process.
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Pre- and Post-Sale Support
- Assist with equipment list for quotes, assist with customer orders and help with pre-sale system drawings.
- Sets up and demonstrates all functionality of current products either remotely or on-site to explain the application.
- With some supervision able to deliver concept demos.
- Considers both commercial and technical implications of Clear-Com products/solutions to meet customers requirements (technical, budgetary, time-line).
- Acts as the main AE technical lead at trade shows (IBC and/or NAB).
- Provides sales teams with technical / application notes that relate to system operation (cheat sheets) to aid the sales team quote systems that have minimum impact on Clear-Com Tech Support in terms of known support issues
- Knowledge of and experience with other vendors' products that integrate/ enhance/ enable CC products
Training, Support, and Troubleshooting
- Provides product training including development of comprehensive training syllabus across all media streams
- Provides training to sales & manufacturing teams and link both commercial and technical aspects into the training program
- Ability to train the trainer and certified Clear-Com freelancers.
- Provides application assistance and administers troubleshooting for existing systems.
Internal Communication
- Liaises with internal departments regarding customer repairs, problem resolution, and new product design.
- Assists on New Product Development (NPD) team, including supporting field trials
- Manages and Reviews submitted solutions to FAQ.
- Provides input for white papers on technical aspects of the intercom design and use with Product Manager.
- Shares thorough knowledge of core markets, secondary markets, plus basic knowledge of ancillary markets.
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What You Will Need To Succeed In This Position
Qualifications
- For worldwide regional candidates you may be required to obtain access to secure national government facilities
- Excellent communication skills, ability to build strong working relationships with both external customers and internal departments
- Ability to build basic audio circuitry including precise soldering capability
- Self-starter, comfortable working without supervision
- Familiar with use of electronic test equipment such as oscilloscopes, signal generators, distortion analyzers, and various audio metering equipment
- Troubleshooting skills and a logical problem solving
- Knowledge of 2-way radios, IP Networks, basic AC power issues, professional audio, military communications systems, E1/T1 telco lines,telephone theory and hardware, AoIP or VoIP systems
- Deep knowledge of Layer 3 IP networks with an emphasis on how to manage or configure a network (VLans, QoS, etc.)
- Solid understanding of circuits, schematics, and specifications
- Competent in the use of Microsoft Office applications including Excel, Visio, PowerPoint, or other drawing and presentation applications, including CAD
- Programming/coding experience a plus
- Capable of managing multiple priorities with demonstrated strong communication, interpersonal and motivation skills.
Experience
- Minimum of 4 years related experience required; at least 5 years preferred.
Education
- BA or BS (college graduate) - Required Electrical, Electronic. Broadcast, Computer, Telecomms, Audio Engineering
- CCNA Certification or Similar Course - Preferred
Travel
- 40-60%
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will occasionally lift and move up to 10 pounds, 50 pounds with assistance.
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