Description

• The Level III Field Operative may be virtually deployed to manage and drive resolution of escalated customer issues and is routinely called upon to assist support analysts in complex troubleshooting efforts.
• Demonstrates top-tier technical troubleshooting to resolve escalated customers’ problems
• Develop and effectively apply technical expertise to assist customers in the intended and proper use of RED and other cinema products
• Support and drive service level attainment to departmental standards
• Strive for first-call resolution, balancing completeness of resolution and quality of service while maintaining appropriate technical escalation rates in accordance to departmental standards
• Understand and follow company and departmental guidelines and policies for customer interaction
• Conduct product demonstrations, workshops and trainings at rental houses and educational institutions.
• Manage customer interactions.
• Ability to respond to and remediate critical technical situations both remotely and with some onsite travel required

Requirements

• Electronic Engineer or Trained Camera Operator with basic understanding of digital camera systems
• Possesses and ability to manage own time to department and team standards and expectations
• Understands and appropriately balances and prioritizes work efforts to operational needs
• An aptitude for technical problem solving, including the ability to learn and adopt new technical concepts, processes, and troubleshooting procedures
• Plan and self-manage work efforts
• Obtain relevant diagnostic information and apply to issue analysis and resolution efforts
• Deliver salient information and complete solutions with confidence
• Is recognized and highly-regarded as a subject matter expert across the organization and among peers cross-functionally