Support Engineer - Linea Research
Based: Letchworth Garden City
Term: Permanent, Full time
Salary: Negotiable + benefits
The Company:
We are Linea Research a company within the Focusrite Group of brands. We are based in Letchworth Garden City, Herts and are rapidly expanding our teams as we grow to one of the biggest names in Live and Installed Sound.
We are proud of our UK based manufacturing, research, and design teams. We enjoy the opportunity to socialise together and celebrate achievements alongside our sister brands in the Focusrite Group.
We design, develop, manufacture and market innovative professional audio equipment. Our amplifiers and processors are sold and used across the world. Some of the biggest venues and festivals are powered by Linea Research amplifiers and we are globally recognised as a leading manufacturer of professional amplifiers.
Duties:
- Provide professional technical support to Linea Research customers with their products via email, telephone or in person (or through potential future channels available) ensuring customers are always receiving excellent customer service. This will include end users, dealers, distributors and OEM partners.
- Be the point of contact for internal technical product support between the sister brands within the Focusrite group.
- Provide solutions to issues raised by customers and feedback to internal teams accordingly to ensure that improvements are in place to provide the best customers’ experience.
- Prepare, develop, and deliver technical presentations to explain and train our customers on Linea Research’s hardware and software, both online and at live demonstrations, trade shows, and shoot-outs.
- Respond in a timely manner to customer requirements using Linea’s ticketing system. Efficiently manage ticket flow and identify and prioritise customer requirements. Provide monthly trends to your Line Manager to ensure actions are taken to improve customer satisfaction.
- Maintain ongoing collaboration with the Sales and R&D teams to tailor your technical support to customer demands.
- Identify areas for improvement and communicate these issues with possible solutions to your Line Manager.
- Assist with technical documentation to provide the most accurate and useful information to our customers.
- Represent the company at trade shows and events.
- Travel may be required for on-site support for customers, trade shows and events.
Skills and experience required:
- Experience in the audio technology field including modern DSP and amplifier platforms.
- A comprehensive understanding of audio engineering, acoustics and business administration.
- Competent operation of Measurement systems; SMAART, Open Sound Meter, etc.
- Sound System operation experience preferred.
- Previous proactive customer service experience.
- The ability to relay technical information to non-technical customers.
- Excellent technical and problem-solving skills.
- A dedicated outlook when it comes to their work and an assertive mindset driven to accomplish the task.
- Time management skills and a team-player attitude are essential.
- Full UK Driving Licence and own transport.
- The hours for this position are Monday to Friday 9.00 - 17.30 with 1 hour lunch unpaid.
- Please note that during the initial training period of approximately 3 - 6 months, full-time attendance at our offices in Letchworth Garden City will be required. After that, we expect the successful candidate to split their time between Letchworth and fieldwork, when applicable.
Benefits:
- 25 days holidays, Group Bonus scheme, Pension. After 6 months probation - Group Income Protection, Group Life Insurance, Health Cash Plan, Private Medical Insurance, Bike to Work Scheme, Company discount on products.
Skills Required
- Experience in the audio technology field, including modern DSP and amplifier platforms
- Comprehensive understanding of audio engineering and acoustics
- Understanding of business administration
- Competent operation of audio measurement systems such as SMAART and Open Sound Meter
- Proactive customer service experience
- Ability to explain technical information to non-technical customers
- Excellent technical and problem-solving skills
- Time management and teamwork skills
- Full UK driving licence and own transport
- Sound system operation experience
What We Do
We’ll be honest – Focusrite is a pretty great place to work. Incorporating both the Focusrite and Novation brands, we make music easy to make, from bedroom DJs to the greatest show on earth. Everyone who works here has an enormous passion for music: as it says on our website, sound is everything. We take that very seriously – though we have a lot of fun doing it. As the number one selling audio interface brand worldwide, Focusrite has an illustrious, prestigious, and, let’s face it, cool history. Alongside Novation, the hardware and software that we develop plays an instrumental (see what we did there?) role in shaping the sound of modern music. From amateur to pro, our goal is to help musicians to make their music the very best it can be. Music has always been an exciting thing to be involved with, and that’s not about to change. We embrace its evolution, and that means being open to new ideas. Our whole business is structured to let everyone contribute and be heard at all levels, and we make sure it’s a fun place to work. Company hack-days, external visits – we’re all about innovation, fresh thinking and great, great products. (Plus, you get a free lunch in the canteen. No really.) We work hard. We are professional. We select really, really talented people. And we absolutely love our work. So if you think you can bring something new to the mix, we’ll be looking forward to hearing from you.
