The AV Network & Technical Support Specialist 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
• Develop expertise in assistive communication solutions and their application across diverse markets and scenarios
• Provide technical support for all products including installation, configuration, monitoring and troubleshooting to end-user customers, consultants and channel partners through phone, email or onsite assistance
• Acquire in-depth knowledge of design and simulation tools that adhere to industry standards and best practices to ensure superior quality
• Serve as valuable resource for existing and potential customers by evaluating requirements and LAN/WAN network specifications in relation to the utilization of network-enabled products
• Collaborate with Regional Sales Managers and Manufacturer’s Representatives to create and deliver materials that communicate the value proposition and demonstrate seamless product integration in various environments
• Conduct product demonstrations at trade shows, regional events and installations, tailoring each presentation to specific audience needs
• Use CRM system to document daily interactions with customers, consultants, and specifiers in order to facilitate communications with other functional areas of the business and territory partners
• Develop product training, installation and troubleshoot videos as requested
• Review product technical documentation and sales guides periodically for updates and accuracy
• Provide technical documentation including CAD standards, parts list and specifications to architects and consultants for bids
• Collaborate with cross-functional partners to create Master Format Specifications, design examples, white papers, and improve overall product documentation
• Recommend product modifications and ideas based on feedback from consultants, field personnel, and end users
• Stay informed about market and industry trends, competitors, and leading customer strategies
• Aggregate and document product and service requests to assist Sales & Marketing teams
• Work closely with other members of the TechBlue team to cross-train on product and market knowledge and provide customer support
• Identify opportunities to enhance product quality and functionality by providing input to 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.)
• Proficient in all Microsoft Office Programs
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
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.
• Medical
• Dental
• HSA
• Company match 401K
• Paid Time Off
• Company-paid life insurance and disability
• Company Holidays
• Tuition Reimbursement
PHYSICAL REQUIREMENT OF POSITION
The AV Network & Technical Support Specialist 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
EMPOWERING CONNECTIONS THROUGH ASSISTIVE COMMUNICATIONS
Headquartered in Eden Prairie, Minnesota, Williams AV designs and manufactures assistive communication technology – empowering connections through assistive communications.
The company’s product portfolio includes assistive listening, wireless intercom, 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 over 60 countries. This network 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.
Williams AV has a culture represented by these values:
Lead with Curiosity – we meet change with curiosity, opportunities with creativity, and challenge with resourcefulness – delivering innovation that matters.
Prioritize People – we value each other. We invest in each other. We collaborate and celebrate with each other.
Own It – We are empowered to make our company better. We think big, move fast, and make it happen.
Be There – We are trusted experts for our partners, committed to providing support and solutions when it’s needed most. Our partners’ success is our success.
