Job Title Product Specialist MI
Department Product Management
Reporting to Product Support Manager / Director of Product
Hours of Work 37.5 Hours per Week
Salary Negotiable dependent on Experience
To support the A&H range of products with documentation, assets, content, case studies, and use application knowledge to advise distributors and customers.
To ensure that Allen & Heath customers are provided with world-class pre- and post-sales support across our product range.
- To provide technical input for a range of content and materials such as web pages, ads, tutorials and help produce video content for technical marketing, training and educational purposes.
- To assist with the authoring of documents such as release notes, knowledgebase articles, user guides, and fitting instructions for our product range.
- To provide assistance at trade shows and other events, managing the technical aspects thereof, where necessary.
- To pass on product feedback, feature requests and market insights to the Product Manager and Director of Product and offer application knowledge in hardware and software spec discussions.
- To answer tickets and provide the required technical support to customers, both pre and post sales.
- To author documents such as service manuals and technical bulletins for our product range.
- To administer and facilitate the return of items to the factory in and out of warranty.
- To handle customer complaints.
- To monitor and respond to customer interactions on social media platforms and forums.
- To provide support and technical advice to touring engineers / DJs.
- Ability, if required, to provide out-of-hours customer support, via telephone and/or social media, on a rota system, and occasional on-site support at events and/or festivals.
- To deliver service training to distribution partners and service centres.
- To deliver operational training to distribution partners and end users, in house or oversea, when required.
- Training in audio engineering or music technology. (desirable)
- Professional audio: A detailed understanding of professional audio systems, including live sound, studio and installed equipment. (essential)
- An understanding of the electronic systems used in our products.
- Customer-facing role. (desirable)
- Authoring documentation. (desirable)
- Live performance as a musician, sound engineer or DJ. (desirable)
- Able to work on own initiative but also as part of a team. (essential)
- Enjoy problem-solving and demonstrate initiative.
- Should be articulate with good communication skills, with the ability to liaise and interface with people at all levels of understanding.
- Good understanding of computer audio systems and software with the ability to use the Internet for communication and research.
- Knowledge and experience of various social media platforms, including Facebook and Instagram.
- Amenable, flexible, co-operative and responsive to customer needs. (essential)
- Adaptable to changing circumstances.
- Calm under pressure.
- Resourceful and dedicated with a flexible approach to working hours.
- Ability to travel internationally. (essential)
- Availability to work at HQ as required. (essential)
- Additional languages. (desirable)
General Data Protection Regulations Notification: Your personal information will be used by Allen & Heath for the purposes of recruitment and its administration. The company limits the storage of your data to the required period and therefore, we will only retain your personal information for as long as you are in an application process. Once all application procedures have been completed, your data will be deleted. By applying for this position, you are confirming your acceptance of these conditions.
