Customer Service Engineer I

About the opportunity:

The CSE is responsible for troubleshooting, diagnosing, and resolving technical issues related to audiovisual (AV) and cinema systems. This role focuses on building a foundational understanding of principles and practices, handling field repairs, maintenance and installation. It involves developing an awareness and familiarity with standard tools and procedures, enabling employees to handle field repairs, maintenance, and installations. Ideal for those starting out, this position provides essential training and experience in more complex tasks over time. The CSE ensures compliance with service standards, KPIs, and safety regulations. Approximately 80% of duties are performed on-site at customer locations, requiring frequent domestic and international travel, often on short notice.

Location: Must be local to Des Moines, IA

Responsibilities:

This role requires regular travel, including international trips, as part of its core responsibility.
Coordinate equipment repairs and maintenance accurately allowing enough time for transit and testing.
Remotely and with onsite attendance diagnose and research complex customer issues to ensure timely restoration of system operation.
Perform emergency repairs, planned maintenance, installations and decommissioning of AV and Cinema systems at customer locations or Christie facilities as required to restore system functionality and ensure customer satisfaction.
Diagnose and resolve technical issues on-site or remotely to restore system functionality, repair and update system equipment, components, and software.
Perform services under defined KPIs for continuous improvement.
Ensure all the assigned tools and equipment are in good working condition and securely stored.
Correctly account for market inventory use, maintaining accurate records of consumption and inventory cycle counts.
Provide product and technical system training to customers, ensuring effective operation of AV systems and related equipment, while enhancing knowledge and information sharing.
Excellent skills in written and verbal communication, as well as presentation.
Provide standard Technical Support to Christie customers via email, telephone or onsite.
Keep up with technical knowledge through ongoing training and technical bulletins.
Ensure completion of pre-visit Health and Safety forms and adhere to all relevant policies and legal requirements before visiting customer site.
Comply with statutory and Christie-defined Health & Safety policies and code of conduct policies in execution of responsibilities.

What we are offering:
A competitive salary, vacation, health & dental benefits, and employer-matched 401K pension plan. You will have opportunities to gain experience, grow and collaborate with professionals on a global reach. Whether you are working with the leading minds in the industry on high-profile projects, with internal teams to support continuous improvement, or with our customers to inspire and delight – your contributions will have an influence.

The experience and skills we value:

Minimum 3-5 years relevant experience in technical support, networking, field service, PC repair or related field
Minimum 3-5 years’ experience in repair/maintenance/theory of Digital projection systems and/or other Audio systems, in technical support, networking, field service, PC repair or related field experience

What will put you ahead:

Experienced with audio/video test and calibration and related equipment.
Electrical/Electronic understanding/training including troubleshooting skills.
Understand AV signal flow and the ability to troubleshot to find failed component.
Ability to provide on-call support when necessary.
Experience with multimedia equipment installation and service.
Experienced with AV testing and calibration equipment.
Excellent communications and customer service skills (verbal, written & analytical)
Experience with multimedia equipment installation and service.
Understanding of analog and digital circuits

WORKPLACE GUIDELINES:

Occasional:

Standing, Bending, Pushing/Pulling
Light Lifting (up to 25 lbs.), Moderate (25-50 lbs.) to Heavy (50 lbs.+)
Reaching above shoulder level
Travel

Frequent:

Reading and Writing
Ability to Comprehend
Sitting and using finger movements
Communicating orally
Handling objects (manual dexterity)
Reason and analyze
Perform calculations