Revolabs Inc. is an exciting high growth technology company now in its fourth year. Revolabs delivers innovative products to the enterprise collaboration space - state of the art wireless products, manufactured and distributed through relationships with world-class partners across the globe. The Revolabs products are geared towards facilitating natural interaction and mobility in business and professional applications. Revolabs is a dynamic and energetic place to work, with award winning products, cutting edge technology and proven business model. Come and help us make it happen.

Job Title: Customer Service Representative

Department: Customer Service

Job Purpose: Provide phone and email support to the customer base and distribution channels Globally, Call logging, minor technical trouble shooting, escalation, RMA processing.

Location: Maynard, MA (Headquarters)

Job Roles and Responsibilities:

• Handle technical support on level 1 system issues with pre & post sales customers
• Escalate calls and email to level 2 support when necessary
• Help manage RMA inventory and quality control
• Help customers with product tracking throughout the RMA process 
• Write application notes and technical white papers
• Assist with technical content for product and marketing literature
• Other duties as assigned

Skills & Experience: 

• Experience with customer service for a company with technical products
• Savvy with customers in person, on phones, via email
• Customer service data entry into business system
• Excellent written and oral communications skills
• Proficient with computers and common business applications

Education and Qualifications: 

• Min 3 years working in customer service call centers
• Experience in a rapidly growing company a plus
• Experience designing, installing, troubleshooting AV systems a plus
• A team player with a desire to pickup the ball and run with it.
• Bachelor’s Degree
• Experience as an AV Engineer is a plus 

Additional Requirements

• Limited weekend and/or night work may be required

Revolabs, Inc. delivers innovative products to the enterprise collaboration space - state of the art wireless products, manufactured and distributed through relationships with world-class partners across the globe. The Revolabs products are geared towards facilitating natural interaction and mobility in business and professional applications.

Our product line share a highly integrated intuitive feel that focus on delivering flexible, easy to use, secure, cost-effective and wireless audio/video technology of the widest range and highest order. Revolabs technology is high in demand and continues to show tremendous growth in the market.

We are seeking a Field Sales Engineer responsible for providing exceptional customer service and technical support for Revolabs customers by trouble shooting hardware and software issues, helping customer with integration and setup of their equipment, evaluating customer concerns and resolving problems to 100% customer satisfaction.

Job Duties & Responsibilities

• Review project designs and recommend appropriate Revolabs product
• Draft installation note specific to a dealers project
• Help with the setup and programming of both the Revolabs products as well as the Video Conference and/or DSP being used.
• Provide quality technical support service to establish a long-term customer relation
• Accurately respond to questions and assist customers with product features, Systems, troubleshooting and hardware/software operations.
• Utilizing Windows based computer applications to monitor and track customer incidents
• Acquire end user feedback and product ideas and give feedback on product development.
• Provide on-site service to customers with issues that cannot be resolved over the phone, with up to 75% travel.
• Maintaining a professional appearance, behavior, and conduct
• Effectively work with peers in a team focused environment
• Other duties as required; this list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position

Education & Experience

Bachelors Degree in business or technical field; 3 years related technical support and/or project management experience in the AV integration industry.

Skills & Qualifications

• CTS or CTS-D
• Experience in the setup and programming Digital Signal Processors (DSPs) for audio and video conferencing applications.
• Experience in the Setup and Programming of IP and ISDN HD video conferencing systems.
• Experience using Acoustic Echo Cancelation, Noise Cancelation, Automatic Gain Control, and Telephone Hybrids.
• Understanding of AV Room Control Systems including serial and IP communications.
• Knowledge and understanding of AV integration practices
• Ability to read and interpret project Floor Plans and one line drawings
• Excellent oral and written communication skills
• Proficient with Windows 2000 or higher including Word, Excel, PowerPoint, Access and Outlook
• Ability to work as part of a team with minimal supervision and to handle non-standard events.
• Strong organizational, time management, problem solving and multitasking skills
• Ability to handle demanding schedules
• Ability to learn quickly and pay attention to detail
• Ability to travel up to 75%
• Ability to lift up to 50lbs multiple times a day
  

Revolabs, Inc. delivers innovative products to the enterprise collaboration space - state of the art wireless products, manufactured and distributed through relationships with world-class partners across the globe. The Revolabs products are geared towards facilitating natural interaction and mobility in business and professional applications.

Our product line share a highly integrated intuitive feel that focus on delivering flexible, easy to use, secure, cost-effective and wireless audio/video technology of the widest range and highest order. Revolabs technology is high in demand and continues to show tremendous growth in the market.

We are seeking a Field Sales Engineer to assist our customers with on site service, demonstration, tendering, system design, phone support, training and a variety of other customer service areas.  In addition, this person will field calls from our own internal sales force regarding installation questions or technical support for our products.  This is a demanding job that requires at least 50% travel and the ability to present infront of both our re-sellers and end customers. 

Candidate requirements:

• At least 3 years experience in audio/visual system integration with minimum 1 years Regional Experience
• Hands on knowledge of major audio, video, control and display product lines.
• College degree in Engineering (preferred to have certification in Audio Engineering)
• Knowledge in these areas: analog circuits, acoustics, audio transducers, CODECS, digital audio coding, compression, GSM interference suppression, and circuit schematics.

Exceptional candidates must be:

• Self motivated in pursuing complex solutions to customer problems.
• Willing to travel and make house calls for major clients.
• Capable of working independently without need for micro management
• Able to handle a demanding schedules
• Ability to learn quickly and pay strong attention to detail.
• Report to VP of Sales or Engineering and must be a strong “team” player