Meeting Experience AV Engineer

Summary:

As the Meeting Experience AV Engineer you will help ensure that departments objectives and project deadlines are met. You will provide high level technical and design support for the meeting experience space. The candidate will possess advanced design and engineering with A/V and Video teleconferencing systems, advanced training, and extensive relevant experience regarding A/V systems, demonstrate customer-facing communication skills with the ability to effectively interface at all levels of the organization. The candidate will play a crucial role in planning, designing, and implementing AV solutions to our both our Home Office and Field Offices, working closely with clients and installation teams. The engineer will be responsible for translating client requirements into innovative and technically sound AV designs.

Primary Duties and Responsibilities

• Meet with members of the field to identify their AV needs and help design and implement selected solutions.
• Up to 25% travel to Field Network Offices
• Develop, maintain, and leverage relationships across Product and Technology organization to proactively understand and help drive solutions to business problems
• Be a thought leader and engage in encouraging industry best practices within and outside immediate team
• Introduce new technologies and tools needed to create solutions to drive effortless experiences for users
• Learn continuously about technology support, software development, and customer experience, and teach others across the org on these topics
• Provide technical leadership to a team to drive application performance and availability to meet business needs, including on-call support, firefighting, monitoring, application checkouts, and deep engagement with all high priority incidents and problems
• Own and drive Customer engagement workflow, including technical analysis and resolutions for escalated incidents, service requests, and problems
• Champion for technology needs of business users, promote effective presence in business areas, proactive monitoring for issues impacting users, and drive cross-team engagement for long term resolution of issues
• Create effortless customer experience via partnering to create an effective use of Self Service, Community and Knowledge Management for users, Tier1, and our teams
• Manage incident queues to ensure adherence to SLA
• Assist in inventory management, procurement of A/V equipment and accessories
• Responsible for staying current and promoting enterprise standards, customer success and industry standards, technologies, methodologies, and best practices
• Build and maintain relationships across Development, Infrastructure, Product, and other Support stakeholders to deliver and improve the team's effectiveness and efficiency.
• Participate in product planning, sizing, for application features to meet business needs and user expectations. Consult on right-sizing decisions, software solutions, and services design as a primary Voice of the Customer
• Manage software and firmware updates for meetings room devices
  

Qualifications

• Bachelor's degree in Computer Science, MIS or related field OR a significant amount of directly related work experience
• 5+ years of professional operations, analysis, testing and software documentation experience
• Experience using continuous integration and deployment concepts
• 5+ years of experience with broad and specific technical requirements (A/V, Meeting Room and Teleconferencing technology)
• 3-5 years' experience with networking knowledge.
• Proven experience executing projects and efforts in variety of specific and broad SDLC methods (ie Kanban, SCRUM, waterfall, agile, etc)
• Demonstrated knowledge of Operations and Customer Service processes and workflows and industry standards
• Ability to build partnerships with business and technology stakeholders
• Advanced programming skills (Crestron Certified Programmer)
• Ability to explain technical solutions to technical and non-technical teams
• Ability to provide broad thought leadership
• Possess a support and customer-centric mindset and attitude, along with a passion for continuous learning striving to build on your core business knowledge and technical base.
• Strong problem-solving skills, ability to deal with ambiguity, sense of ownership and the ability to work with a limited set of requirements
• Strong organizational and follow-through skills, with ability to work within deadlines, prioritize work and multitask.
• Ability to anticipate customer needs and business issues while developing and implementing innovative solutions to achieve desired results.
• Deep knowledge of video conferencing and streaming equipment and software
• Proficient with testing and calibrating A/V equipment
• Strong A/V background with expertise in IT Infrastructure with an ability to set-up, configure and operate multimedia AV devices

Preferred experience

• Crestron Certified Programmer
• DANTE Certified
• QSYS Certified
• BIAMP Certified
• Zoom Admin Certified

Compensation Range:

Pay Range - End:

We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups