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Implementation Specialist

Company: Control4 Corporation
Location: Draper
Posted on: May 3, 2021

Job Description:

Overview

SnapAV is a leading manufacturer and distributor of audio, video, surveillance, power, and wiring equipment for residential and commercial A/V integrators. We believe that life's better when everything works together. And the same can be said about the collaborative work we do. Join our award-winning team in our continuous quest to deliver the most brilliant, personalized smart home experiences to people around the world.

The Implementation Specialist reports into the Quality and Engineering Services team and will be responsible for assisting employees with the planning and installation of SnapAV Smart Home systems. The individual will be tasked with the working directly with clients to design and build the systems, testing and troubleshooting functionality of installed systems, in addition to; identifying and documenting technical issues to be escalated to product and system integration teams for resolution. The Implementation Specialist will provide feedback based on client experiences to product and professional services teams for product and process improvements. A successful candidate will work directly with clients on-site or provide installation support remotely.

Responsibilities

  • Troubleshoot employee home systems to identify and report bugs through Jira and create Field reports for our product development team to improve the ease of install and use of our platform. Support all SnapAV brands and interoperability of 3rd party products with our own
  • Give first-hand accounts and feedback to product managers about on-site troubleshooting and installation issues and push for resolution and drive top issues that hold our partners back from growing their business; in addition to, issues reported from our employee home installations through field reports and Jira bugs
  • Using the same process in place today for escalations, become a resource to help consult internal escalation team for quicker resolution of escalations and support top issues. When necessary, consult with sales engineers in the field who need help tracking down and fixing big issues
  • Manage all dealer-type requests for all SnapAV employees who need Control4 licenses (Composer/4Sight), help selecting gear for their projects, and understanding how to install their gear (does not include actual installation of the gear)
  • Manage SnapAV executive beta program
  • Test and try all knowledge-based articles and product/driver documentation related to certain products during troubleshooting of internal employee systems to contribute to our dealer facing training and support documents
  • Using the papercuts mechanism, document issues that we discover that are hurting our dealers and hurting the first mile experience

Qualifications

Required Qualifications

  • Bachelors Degree in Engineering discipline with 5+ years' of industry experience OR 9+ years' of industry experience
  • 5+ years' experience working with SnapAV products (i.e. Control4, OvrC, etc.)
  • Experience installing and troubleshooting home networks, controls, and surveillance

Preferred Qualifications

  • Knowledge of test case management software (i.e. TestRail) and defect tracking tools (i.e. Jira)
  • Control4 Certifications (Associate Installer, Automation Programmer, PCNA)

Keywords: Control4 Corporation, Draper , Implementation Specialist, Other , Draper, Utah

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