Customer Service Technical Support Specialist

1 week ago

Westlake Village, California, United States L-Acoustics Group Full time
Join our passionate and dedicated teams who are shaping the future of sound

Since 1984, we build ideas into products, grow products into businesses and scale businesses that leverage and transform the Pro-Audio Industry.

What began as a small team has since become a global organization working to realize this vision. Each member of our team shares our passion for designing and manufacturing sound systems with the highest, most consistent and predictable performance levels.

Recognized for pioneering the line source array, we've adopted a scientific approach to revolutionizing sound design, enabling performance prediction. Our in-depth study of all areas - from raw materials to high-end technologies, software, and electronics - contributes to a unique and broad combination of expertise that helps shape the future of sound.

Reporting to the Head of Customer Service (Americas), you are responsible for providing quality and efficient services and support to our customers in the Americas. You will conduct administrative and technical support services on audio-professional equipment distributed by the Company (loudspeakers, processors, amplifiers):
  • Act as a 2nd line support to our customers and follow problems through to resolution (via phone, emails or at customer's sites).
    • Provide troubleshooting services and solutions conduct investigations based on photos, serial numbers, amplifier log files and fault descriptions.
      • Perform administrative tasks on our CRM and ERP systems (RMA, Repair updates etc.).
        • Document cases in our CRM system and ensure the information is up to date.
          • Contribute to the creation of FAQs and technical articles for our knowledge base database including best practices.
            • Improve customer service experience and build strong relationships with our customers.
              • Interface with manufacturing, quality, customer service staff, applications engineers /designers and R&D.
Qualifications
  • Degree in mechanical engineering, electroacoustic or electrical engineering or equivalent experience (minimum of 3 years of experience in areas of technical or manufacturing)
    • Strong customer service mind-set.
      • Excellent computer skills.
        • Strong written and verbal communication skills are required.
          • Effective at collaboration/teamwork.
            • Proficient English.
              • Available to travel both in US and abroad
Join our passionate and dedicated teams who are shaping the future of sound

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