Customer Service Engineer I - 533650-Field Service

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At Christie®, we create award-winning light technology solutions and services that help our partners and customers deliver unforgettable shared experiences. We’re a global group of passionate people at a company committed to leading-edge innovation, creating high-quality illumination products and solutions, and inspiring our customers and one another. We like to say we’re a global company with local roots. We work collaboratively to support our partners in every market and region we serve around the world.

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: Remote role in Germany

What we are offering: A 100% sponsored BAV pension scheme, private travel insurance and Life Insurance. 

Responsibilities

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.
Perform technical on-site or remote activities under supervision, making decisions on problem-solving and troubleshooting within established procedures, and consulting with Team Lead or Specialist as needed.
Support the setup and build for pre-shows, demos, tradeshows, and live events, ensuring adherence to established standards and regulations
Maintain detailed documentation of work performed in accordance with Christie SOP and computer systems, following clearly defined procedures and previous precedents
Provide product and technical system training to customers, ensuring effective operation of AV systems and related equipment, while enhancing knowledge and information sharing

The experience and skills we value:

Minimum 2+ years of proven work experience in a technical customer service role within the AV industry or a related field
In-depth understanding of industry regulations and compliance standards
Minimum Technical / Electrical Degree or proven AV experience
Troubleshooting at the Board Level: Ability to troubleshoot AV equipment using software, error logs, and service manuals
Knowledge of Audio Signal Processing and Audio I/O Implementation: Understanding of audio signal flow and integration.
Flexibility to work onsite on a permanent basis
Willing to travel more than 80% of the working time