Radio Applications and Support Engineer

Pre-Sales

• Support the customer journey process by delivering technical solutions through consultancy, expertise and knowledge.
• Assist in responding to customer queries, RFIs, RFPs, and, where necessary, producing system designs.
• Assist in capturing technical requirements from customers to create scope of work documents.
• Assist in building demos and proof-of-concept systems to demonstrate functionality and integrations
• Assist Sales with generating BoMs and quotations for customers.
• Provide technical presentations and in-depth product demos for customers.
• Provide technical support for tradeshows and proof-of-concept systems.

Projects

• Assist in designing, configuring, and commissioning systems using Lawo audio infrastructure products (crystal/diamond, Power Core, R3LAY, and VisTool), remotely or on-site.
• Produce project documentation, including configuration details, workflows, and system details.
• Provide operational, technical, and configuration training to end users, partners, and internal staff.
• Collaborate with customers, system integrators and internal teams to ensure successful projects.

Support

• Provide technical support for Lawo AIS products to customers, partners, and Lawo project engineers.
• Qualify, monitor, and maintain support tickets throughout the ticket lifecycle.
• Ensure customer requests are responded to in a timely fashion and SLA obligations are met.
• Work closely with the Support, R&D (Research and Development), and QA (Quality Assurance) departments in North America, Germany, and the United Kingdom to troubleshoot and resolve issues that may span across product lines, as well as validate and document bugs.
• Perform system updates and health checks remotely or on-site.
• Assist with writing FAQs, knowledge memos, and how-to guides.
• Participate in a global on-call support rotation (approximately 2-3 times per year)