Technical Support Engineer

Yamaha employees are committed to helping everyone progress, express and connect through music and sound. We offer innovative, finely crafted and award-winning products for the entire journey. As the world’s largest musical instrument manufacturer, we are known for our quality, customer service and innovation.

This is a hybrid role and can be located in Lititz/PA or Buena Park/CA.

Purpose of the Role

Yamaha is seeking a dedicated Senior Technical Support Engineer to join our team! Primary job function is providing exceptional support to customers and address technical inquiries efficiently and effectively by providing needed assistance, information, troubleshooting, and/or solution.

This role provides expert technical support, deep problem solving and complex troubleshooting for a wide range of Commercial and Professional Audio products. These products include large format digital consoles, speaker & amplifier systems (line source systems, point source systems, 70/100v distributed systems, acoustic prediction software), digital audio workstations, workstations, DSP processors, Networking Interfaces and various software products.

Key Accountabilities Include

• Own each customer support interaction through to resolution.
• Create, own and manage customer support channels for pro audio in a way that supports the needs of the customer.
• Ensure customers technical challenges are resolved in a timely manner.
• Build trust so customers recommend and use Yamaha for future shows, installs and events.

Primary Responsibilities Include

• Expert technical support related to commercial audio, pro audio and networking
• Troubleshoot in the Pro Audio On-Site Lab at YCA or partner with internal resources to troubleshoot and identify resolution to complex issues
• Provide after-hours phone support
• Document & track support cases
• Research technical or applications support; including actual setup, connection and testing of devices and software.
• Provide accurate information to end users and dealers.
• Ensure proper integration into various audio systems and networks
• Configure or confirm proper configuration of software for various products
• Create guides and other support content for internal and published reference
• Develop and populate databases on technical support issues, applications questions, FAQs, etc.
• Perform other duties and participate in projects

Here Is What You Will Bring

Functional Competencies

• Research and Problem Solving
• Product Knowledge
• Analytics
• Attention to Detail
• Department Policies, Procedures, and Processes
• Department Technology and Systems
• Organizing
• Writing

Core Behavioral Competencies

• Customer Focus
• Decision Quality
• Plans and Aligns
• Collaborates
• Self-development
• Situational Adaptability
• Yamaha Way (Will, Initiative, Integrity, Challenge, Commitment)

Ideal Qualifications

• Deep knowledge of Pro Audio
  • Large Format Digital Consoles
  • Speaker & Amplifier Systems
  • Line Source Systems
  • Point Source Systems
  • 70/100v distributed systems
  • Acoustic Prediction software
• Experience with various digital audio protocols
  • Dante/AES67
  • MADI
• IT Networking experience
  • Dante Level 3 + Cisco CCNA or similar
• Demonstrated ability to increase and maintain technical knowledge of Pro Audio products and related third party products through self-study and other skill development activities
• Demonstrated ability to investigate issues through to root cause
• Working knowledge of a range of diagnostic utilities
• Experience with customer relationship management system
• Experience with desktop operating systems

Preferred Qualifications

• SalesForce
• Experience in the Technical Support Space
• Music product support experience

Here Is What We Will Bring

• Comprehensive benefits package including Medical, Vision, Dental, LTD, Life-Insurance and 401k with match AND automatic contributions
• Performance based bonus program
• Robust employee wellness programs including free music lessons
• Gym and wellness reimbursement program
• Tobacco cessation reward program
• Free concerts from award winning artists
• Discounted hotel, travel, entertainment, and other attractions
• Employee product purchase program
• Flexible work options (including hybrid schedule)
• Casual dress
• Vacation, sick-time and personal floating holidays
• Inclusive and passionate culture
• Opportunity to be part of something bigger; changing people’s lives through music and sound

Compensation

• Up to $95,500 per year
• The posted compensation is the base pay. This is the hiring range and does not include bonus potential or the value of benefits. The hiring range does not reflect total earning potential over time

If this role is ‘music to your ears’, please apply!