Service Development Engineer, QSC Pro Audio - Costa Mesa, CA

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

The Service Development Engineer position within the Technical Services Group at QSC is a critical role that involves participating in new product development and sustaining teams to represent service and support needs. This role is responsible for ensuring that QSC's service and tech support teams, along with QSC's service partners, will have proper tools and documentation to support and service new and existing hardware and software technologies produced by QSC. The technologies include loudspeaker, mixer, and amplifier platforms with corresponding software. The Service Development Engineer will monitor, track, communicate, and collaborate with all stakeholders throughout the product's life cycle ensuring the success of the service and support teams while maintaining customer satisfaction with the product.

Key Tasks & Responsibilities (Essential Functions)

The Service Development Engineer participates in QSC's product development and sustaining processes. They are required to represent service and support interests to ensure customer and user experiences meet QSC's high standards. They are responsible for delivering service and support documentation along with training for internal and external teams on how to diagnose and repair hardware issues. Documentation includes quick troubleshooting guides, service manuals, diagnostic guidelines, and ongoing service alerts / service bulletins. The deliverables may be in written and / or video format.

The Service Development Engineer works to sustain and improve technical product knowledge of the service group. This will include creating, updating, and maintaining all service materials within the online portals accessed by QSC's global service partners. The Service Development Engineer will then take on the responsibility for announcing updates and perform the necessary training through in-person or virtual means when completed.

The Service Development Engineer provides regional support to customers and channel partners to investigate reported field issues. This individual works with Tech Support, Service, QA, along with Hardware and Software Engineering teams to monitor and respond to field failure trends that develop. General phone and email support to customers and partners is an ongoing responsibility.

The Service Development Engineer contributes to on-going team projects within the Technical Services Group. Team projects are defined as efforts that develop the capabilities of Technical Services to meet customer needs and satisfy the company's mission statement and directives.

Additional Qualifications / Responsibilities

Skills and Minimum Experience Required

The Service Development Engineer will preferably have a Bachelor of Science degree in Electronics or Electrical Engineering.

Minimum 5-years' experience in a service development role.

Experience in a manufacturing setting preferred.

Ability to work independently with minimal supervision.

Must be able to utilize critical thinking and problem-solving skills and apply the knowledge to perform support duties.

Remains calm under pressure.

Creative, motivated, and adaptive learner.

Must possess a working knowledge of current and legacy QSC product.

Must possess an understanding of assembly, sub-assembly, and component repair terms and strategies.

Must have a solid grasp of current analog and digital circuitry.

Must have a solid grasp on Class D amp topology

Must be familiar with Audio Precision (AP or APx) analyzers.

Must have a working knowledge of high-level languages such as Visual Basics or other object-oriented programming tools.

Must be familiar with Oracle or similar ERP.

Must be familiar with Salesforce or similar CRM.

Must possess strong communication and interpersonal skills.

Experience with data repositories like Agile.

Experience with project management tools like Jira or Confluence

Experience with Microsoft Office (Word, Excel, PowerPoint).

Experience with ISO-9001 : 2015

Bilingual (English / Spanish) is a plus.

QSC. is owned by Acuity Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America.

The range for this position is $66,000 to $119,000. Placement within this range may vary, depending on the applicant's experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions / incentive compensation depending on role.