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We are seeking a Junior Product Support Engineer to provide support with our range of Audio products, specifically headphones, wireless speakers, soundbars and more. You should be someone who is excited about audio products and technologies i.e. 360 Reality Audio, Bluetooth connectivity, Noise Cancelling, Dolby Atmos and all the other newest audio product tech.
You should be a classic ‘audiophile’ who has some analytical ability to collect and manage product data. Someone who can coordinate support with product issues / repairs and fixes with our authorised repair centres and partners. So if you love playing with audio gadgets, and if you have a technical aptitude, this is a position for you.
You will join a newly created team in our Budapest office with the Service, Quality and Environmental (SQE) business, who own and drive the support, service levels, and product quality activities with our retail partners and consumers for all products throughout Europe.
Junior Product Support Engineer - Audio Products
Handling of assigned first line Technical Escalations within agreed SLA’s
Provide solutions for technical escalations coming from our service network and contact centre within the set deadlines. Work with our content creation team to generate FAQ’s for publication towards our contact centre, service partner or customer directly to avoid new escalations for the same issue. Report on escalation status and provide direct feedback to our contact centre on weekly basis. Identify ways for improving the current reporting and implement these in collaboration with our external service and contact centre partners.
Investigate assigned field reported issues
Investigate in depth assigned field reported issues. Reproduce the issue where possible. Document reproduction steps to failure. Escalate in required formats.
Creation and maintenance of assigned specific model related quality feedback rules in the Sony CRM tool for the Sony service network.
Based on the ongoing market escalations trend, nominate specific quality rules where more information from the field is required. Design and create the assigned model related quality feedback rule (Sonar) in to the Sony CRM tool for the Sony service network. Maintain the list of open Sonar’s in the Sony CRM tool.
Creation and maintenance of assigned specific model related quality feedback rules for the Sony service network
Re-author and maintain technical service instructions shared by the design teams. Validate the service manual to make sure it covers the items needed in service. Make sure all service manuals, guidelines and service tools are made available to our service partners. Draft technical service instructions based on current repair trends that help to reduce touch times and service costs. Monitor and maintain the service parts bill of material accuracy.
Suggestion & validation of technical FAQ’s for internal or website publication
Validate technical content for internal and/or web publication. Assist in development of self-help tutorials and troubleshooting trees to help the customer step by step in troubleshooting his/her problem to come to a quick resolution.
Participate in weekly quality meetings
Weekly knowledge and info sharing meeting with Sony Call Centres and weekly escalations status meeting with central Engineering Teams.
You will have:
- Passionate about consumer audio and visual products; headphones, wireless speakers and soundbars, and knowledge on specific technologies
- Fluent (spoken and written) English
- Have an analytical mind-set, a natural problem solver with a hands-on approach
- Able to explain the more technical lingo to a non-technical audience
- Common with working towards deadlines and on-time deliveries of reporting and other materials
- Knowledgeable and passionate about Android is an asset
- Team player with good communication skills
What you can expect from us:
At Sony, we value our people, so on top of a competitive salary, bonus and excellent benefits including discounts on Sony products, you will be supported with your own career development, have access to an extensive range of Learning & Development courses, and some incredible internal mobility opportunities.
Based at the Budapest office, you will enjoy a modern and diverse working environment. We have an onsite canteen and cafe. We also have some parking available on site, and the M3 stops just outside our office.
- IT Operation, Telecommunication
- Network and System Engineer
- Sound and Light Engineer
- Business Supporting Centres
- IT Support
- professional experience is not required
- High school degree
Required language level:
- English (higher advanced/fit for negotiation)
- Full time
How to apply/ contact information:
Please submit your application and CV/Resume in English language.