Job Overview:

Product Primes are key members of the Technical Support department. They ensure that our Technical Support Specialists have the necessary training and provide Tier Two support to ensure that Ross meets its mission of providing a Superior Customer Experience. This position reports to the Manager, Technical Support and is the Tier Two support that interacts directly with Ross customers, business partners and the Ross Field Services personnel.

Product Primes are responsible for ensuring that Technical Support Tier One requests that are escalated to Tier Two are handled professionally, effectively, and in a timely manner. This role is also responsible for working with other Product Primes in developing training material and assisting in the assessment of the skillsets of the Tier One personnel.

Who you report to: Manager, Technical Support - Production Workflow & Robotics

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.

What the job is all about:

Product Prime Tasks

• Maintains the quality and integrity of both the training material and technical training experience and offers effective solutions for areas of improvement
• Provides Global Tier 2 support to the technical support team member and customers as required.
• Provides regular feedback and monthly updates to the Manager, Product Prime
• In conjunction with the Technical Support Manager, reviews and assesses the training needs of the technical support team for level of product knowledge, skill set, and creates and maintains a skills matrix broken down by level of knowledge and skills, strengths and next level of internal training required.
• Advises technical support team of new software releases, product updates, etc.
• Maintains above average knowledge base and skill set.
• Develops internal training and initial orientation plans for new hires
• Participates in the monthly NPI meeting for Robotics
• Leads the weekly escalation meetings for Robotics
• Manages the Robotics escalated cases with the tier one support specialist
• Provides monthly product updates to the other team members

Training

• Delivers customer training when requested
• Arranges and facilitates internal training to Technical Support team members and other Ross staff members when requested.

Who you are:

• Post-secondary degree/diploma related to broadcast or equivalent relevant work experience
• Deep knowledge of Cambot and Furio
• Solid knowledge of the Ross family of products
• Familiarity with key components used in broadcast stations
• Exceptional communication and presentation skills
• Above average computer skills
• Passionate about Ross Video’s broadcast equipment solutions
• Strong interpersonal and observational skills
• Organized and very detail oriented
• Self-starter, quick learner and able to work under minimal supervision
• Able to work on multiple projects at the same time
• Approachable, patient, calm with a desire to help others learn new objectives
• Ability to envision a project from a high-level perspective and mitigate risk
• High initiative and well-developed analytical skills
• Must be able to work well within a team, as well as independently
• High level of customer service experience
• Solid technical background in broadcasting
• Solid time / task management experience
• Minimum of 5 years’ experience in a support environment