Technical Commissioning Product Specialist

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.

Job overview:

The Technical Commissioning Product Specialist supports the successful deployment of Ross Video solutions across the Oceania region. Working closely with the Sales and Services teams, this role ensures our solutions are properly commissioned to meet our customer expectations. The Specialist also delivers training, assists with demonstrations, and provides technical support, acting as a key technical ambassador for Ross Video. Focused on delivering outstanding service, the role is critical to ensure smooth customer experience and strengthening Ross Video’s presence in the Oceania market.

Who you report to: General Manager – Oceania

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.

Technical Commissioning

• Install and commission Ross Video’s solutions at customer sites, ensuring full operational and technical functionality.
• Prepare, configure, and test all equipment prior to customer-facing activities, including customer training sessions.
• Troubleshoot and resolve technical and operational issues at customer facilities.
• Respond to technical support communication from the customer and follow established documentation and escalation procedures.
• Support project implementation teams as required.
• Assist with setting up and provide on-site support at tradeshows and roadshows, as needed.

Technical Support

• Research, diagnose, and troubleshoot customer issues, identifying effective resolutions.
• Provide prompt, accurate technical feedback and support to customers.
• Record and close all support interactions using the Zendesk platform, adhering to Global Technical Support processes.
• Escalate unresolved issues to the appropriate internal teams for resolution.
• Prepare accurate and timely reports on service activities and support cases.
• Create and maintain technical notes and knowledge base articles to support ongoing learning and issue resolution.
• Expedite the return of materials from customer sites for replacement or repairs when necessary.

Training

• Deliver technical training to customers on-site, and via remote/online sessions.
• Conduct internal training sessions for Ross Video employees to maintain and grow technical competencies.
• Prepare, maintain, and test training and technical equipment in India to ensure readiness for all sessions.

Who you are:

• Well-organized, very detail-oriented, positive, determined, and able to work on multiple projects simultaneously.
• Able to envision entire projects and look for problem areas, High initiative, resourceful and well-developed analytical skills.
• Must be able to work with a team as well as independently.
• Ability to clearly communicate ideas to various audiences.
• Ability to function is highly stressful situations.
• Ability to learn quickly.
• Excellent trouble shooting and debugging skills of Live Production systems.
• Knowledge of Ross Video products would be a definite asset.
• Exceptional knowledge of Microsoft Office Word, Excel and Powerpoint.
• Excellent Organizational skills
• Excellent problem solving and prioritization skills.
• A driving desire to get the job done.
• Excellent interpersonal and observational skills.
• Experience of providing online commissioning and technical training.

Other:

• Travel required 50% of the time (short-notice and international trips)
• Preferred Location: Sydney, Australia

Equity, Diversity & InclusionAt Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.