Overview:

Crispin is a leading provider of automation solutions for television broadcasters and is searching for an outgoing, positive and driven individual to add to our team.  Crispin Corporation is a subsidiary of Sony of America, and we pride ourselves in keeping the small company vibe in a large company world, with a very generous benefits package.  We value each of our employees and invest in them in order to create an environment where all employees foresee a long career.

This document outlines the job responsibilities and requirements for the Technical Services Engineer position, here at Crispin.  This position is required to work from the Crispin office based in Raleigh, NC.  Information outlined in this posting is a high level description and may be adjusted as needed, pending review of the position on a continual basis.

Job Requirements

Daily Technical Support – Customers and Internal (Non- Travel)

• Provide phone coverage during normal business hours for technical support of Crispin Customers.
• Provide email monitoring and response for customer issues in a timely manner.
• Maintain accurate and up to date issue tracking in Crispin’s Internal Tracking Database (ITDB) and note data pertaining to customer calls and emails.
• This includes creating an issue for any customer call that comes in and requires technical assistance to resolve. Tickets are utilized for tracking of customer services details for customer activity as pertains to support contracts for each customer, tracking open issues for resolution, and more. These should be accurately maintained.
• Provide Crispin system log reviews and reports to customer and Crispin development team, as needed, related to open/under review issues.
• Maintain customer relations and provide regular status updates for all open issues, until topic is resolved for customer.
• Maintain a working knowledge of all Crispin applications, drivers and system configuration options in order to efficiently support customer questions and/or issues.
• Ensure follow up and maintenance on all assigned issues and properly document all activity in ITDB.
• Escalate urgent issues, as needed, to management for immediate review and support.
• Participate in daily stand up meetings, for department updates on all open projects, support needs, and new product information.
• Participate in After-Hours phone support rotation, as assigned to schedule for all team members.

Interface Device Understanding, Documentation and Support

• As assigned by management – become familiar with and provide documentation as to 3^rd party devices that hare interfaced through Crispin’s system. Maintain documentation and update as needed.
• Reach level of understanding for 3^rd party devices as to provide support for both field engineer and respond to customer questions related to specific devices, as supported by the company.
• Based on level of expertise with device, provide Crispin Universities (if needed) as to device function for internal knowledge base.

QC Assignment Support

• Work in lab as assigned to review/QC any new features, products and/or interfaces.
• Maintain solid understanding of lab layout and requirements to support QC functions as needed.
• Maintain test notes and documentation in order to report issues in a timely manner, to Crispin development team.

Manufacturing Support

• Maintain working knowledge of manufacturing processes and supplies
• Support and maintain a clean working environment.
• Participate in manufacturing duties that include but are not limited to the following:
  • Receive shipments from manufactures
  • Build and set up burn in for new server(s) / customer systems
  • Box and ship systems
  • Maintain proper paperwork for tracking

Remote Project Support (Non-Travel)

• Support and management of any assigned remote projects such as customer requested configuration changes, updated mapper rules, new device drivers, etc.
• Documentation based on specific project needs and update management of sign off / completion of project
• Product Demos to support sales efforts, as per request by sales department.

On-Site Project Support (Travel required – must be certified by Management)

• Travel to customer facility for commissioning and training of Crispin solutions and products.
• Install / debug / document all aspects of on-site project
• Custom documentation written specifically for customer, includes Normal Operating Procedures and Casualty Operating Procedures.
• Write and share daily trip reports outlining project status and open items.
• Schedule and facilitate end of week – Project Cutover call with Crispin team and customer.
• End of trip documentation to be completed, filed and shared with customer within (2) business days of trip completion.
  • Full and Final Trip Report
  • As-Built System Drawings
  • Final configuration data and mapper rules
  • Update any service documentation for product device control / applications.
  • Final expense report submitted.

Education/Experience:

• Minimum Associated Degree in Technical Field
• Broadcast experience is a major plus