The Application Support Engineer is part of the Williams AV “Tech Blue” team and is responsible to internal and external customers and sales teams globally for product support, system integration designs, product demonstrations, and product training across all of Williams AV’s product families and associated accessories. This role is integral in helping Williams AV achieve sales and profitability objectives, while providing world class service to our customers and partners.
Responsibilities
- • Possess/develop deep subject matter knowledge of all Williams AV assistive communication solutions and their use in a variety of markets and applications
- • Provide technical support for all Williams AV products to end-user customers, consultants and sales channel partners. Technical support includes assisting with installation, configuration, monitoring, controlling and troubleshooting. Technical support may be provided by phone, web and/or on-site.
- • Develop a thorough understanding of WAV design and simulation tools for purposes of providing best-in-class implementation designs that meet industry standards and/or best practices
- • Serve as a resource to current and potential customers by assessing customer needs and LAN/WAN network details with respect to utilizing WAV network-enabled products
- • Develop and deliver sales presentations in the field, or by webinar, alongside Regional Sales Managers and Manufacturer’s Reps; understand and clearly articulate Williams AV’s value proposition and how WAV products integrate into existing environments
- • Serve as a Williams AV product expert and perform product demonstrations at trade shows, regional events and installations; tailor each demonstration and presentation to specific audience needs
- • Use Williams AV CRM system to document daily interactions with customers, consultants, and specifiers in order to facilitate communications with other functional areas of the business and partners who serve the territory
- • Develop product training, installation and troubleshoot videos as requested
- • Review Williams AV product technical documentation and product sales guides for periodic updates and accuracy of specifications
- • Supply technical documentation to architects and consultants including specifications for bids (CAD Standards/Parts Lists/Specs etc.)
- • Collaborate with Technical Writer(s) at WAV to create Master Format Specifications, design examples, white papers, and improve overall product documentation
- • Suggest product modifications and ideas through communication with consultants, field personnel, and end users where applicable
- • Continuously learn and collaborate with Sales, Engineering and Marketing departments to assimilate new and advanced features into presentation materials
- • Remain knowledgeable of market and industry trends, competitors, and leading customer strategies.
- • Aggregate and document product and service requests to assist Sales & Marketing teams
- • Works closely with other members of the TechBlue team for cross-training of product and market knowledge and customer support
- • Looks for ways to improve product quality and functionality by providing regular input to WAV product management and engineering teams
Required Qualifications
- • A Bachelor’s Degree or equivalent work experience
- • Previous technical support and/or customer service responsibilities
- • Comprehensive knowledge of AV integration techniques and networked hardware/software applications
- • CRM system experience
- • Experience with wired/wireless network hardware (Cisco, Ruckus, etc.)
- • Excellent verbal, nonverbal and written communication skills
- • Excellent presentation skills
- • Excellent time management skills with the ability to plan and prioritize work
- • Adaptability and flexibility to manage competing demands
- • Proficient in all Microsoft Office Programs including, but not limited to: MS Word, MS Excel, MS Outlook, MS Power Point
Preferred Qualifications
- • Experience with Williams AV or equivalent assistive communication products
- • Familiarity with web conferencing platforms (Zoom, MS Team, GoTo Meeting, etc.)
- • Experience with EASE acoustic simulation software, & CAD
- • Salesforce CRM experience
- • Experience in sales or account management
Your Success Will Be Measured by Your Ability to:
- • Set an example for others following WAV’s values
- • Demonstrate and promote the capability and willingness to adapt to new, different and changing requirements and assignments driven by business needs
- • Implement sustainable processes and change within WAV
- • Build trusted relationships that help develop the culture of excellence
- • Bring forward innovative and differentiated solutions based on the needs of the business strategy
Benefits
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Our total rewards package goes above and beyond just a paycheck. Whether you are looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve those goals.
- • Paid Time Off
- • Company Holidays
- • Medical
- • Dental
- • HSA
- • Company match 401K
- • Company paid life insurance and disability
- • Tuition Reimbursement
Physical Requirement
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The Application Support Engineer position requires mobility and the ability to travel domestically and/or internationally on a periodic basis. Strong verbal, written, hearing and visual skills are necessary for comprehensive communication in training and sales related presentations. The individual in this position is also required to lift occasionally and carry up to 50 lbs. The individual in this position must be able to use the computer, telephone, email, copier, and calculator. These physical requirements must be performed with or without accommodation.
ABOUT WILLIAMS AV
HEAR. SEE. ENGAGE.
Headquartered in Eden Prairie, Minnesota, Williams AV designs and manufactures professional and consumer audio-video technology designed for inclusion and engagement. Williams AV believes that understanding is more than just hearing the words someone is speaking. When technology improves intelligibility and visibility, people can engage in every aspect of communication.
The company pioneered assistive listening systems in 1976, since then expanding its product portfolio to include AI-powered captioning and translation, wireless intercom, video annotation, and systems supporting human interpretation to enhance interpersonal communication. Williams AV, whose name is synonymous with innovation, quality, and service, has a global network of distributors and integrators spanning 60 countries that designs and installs the products in venues ranging from classrooms and courtrooms to houses of worship and stadiums, while consumer products are used daily in homes worldwide.
Entrenched in Williams AV is a culture represented by these four values:
• Lead with Curiosity
• Prioritize People
• Own It
• Be There
