Focusing on people

The Field Applications Engineer (FAE) provides an important role, interacting with and supporting customers, sales representatives, and industry partners in the use, configuration, commissioning and troubleshooting keyboard, video and mouse - KVM solutions.  The FAE is highly knowledgeable in G&D products, their application and environments they are used in putting forth a professional image for G&D while commissioning systems on site, providing remote assistance or training customers.  While supporting customers and events, the FAE will collect valuable market and application data, and produce materials to aid in training, sales and support of G&D products.

Priorities

• First line technical support for end customers, internal and external sales configuring and operating G&D products
• Field commissioning and configuration support of product at customer installations and sales demonstrations as well as company events such as trade shows and training courses
• Internal testing of new products as well as proving functionality for customer applications
• Assisting sales in the preparation of offers for project opportunities including system diagrams (Visio), equipment lists and statements of system capabilities
• Collect market and application data from customers, competitors and industry participants
• Train and educate customers and partners in the use of G&D products.

Expectations

• Adept at configuring, setting up and troubleshooting G&D products in target applications
• Serves as a reliable information source concerning the functionality and application of G&D products for individuals internal and external to G&D
• Puts forth a professional image supporting and representing G&D products, interacting with internal and external sales partners, other manufacturers and end customers.  The FAE will conduct business on site, in person, over the phone, or using other methods such as collaboration tools such as Microsoft Teams or TeamViewer
• Documents customer visits and updates support event data in G&D ticket system, becoming adept at using and interpreting data in the ticket system and other company systems used by the Engineering Department
• Serve the best interests of G&D company objectives that produces a industry leading reputation and providing accurate data to management, while supporting the best interests of customers.
• Develop and prepare data to efficiently support customers, their applications, and experiences configuring and using G&D products
• Assist in developing effective material to communicate opportunities, methods and techniques for using G&D product including: Microsoft Visio, Word, Excel, PowerPoint, video and audio media
• Travel to customer sites and G&D company events.  Travel is expected to be approximately 30%.

Qualifications

• 5+ years experience in technical support of KVM, AV or IT systems
• Experience with KVM, AudioVisual, streaming or networked products
• Knowledge of IT and Networking systems and protocols, CompTIA Network+ or CCNA certification a plus
• Expertise on MS Suites including Word, Outlook, Excel and Power Point
• Strong communication, interpersonal and organizational skills
• Experience working with IT, networking products, and network topologies
• Ability to work well in a fast-paced professional environment
• Experience with AV, broadcast and media control systems
• Attention to details
• Ability to communicate concise and comprehensible presentations to individuals with different technical aptitudes
• Position is located in the southern region of Montgomery County in metropolitan Houston, TX
• Travel will be approximately 30%