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* Technical Support & Customer Engagement - Provide pre-sales and post-sales technical support to customers and internal teams, handling complex inquiries from product specifications to troubleshooting critical system issues.
* Product Development & Testing - Contribute to new product launches through hardware/software validation, stress testing, bug diagnosis, and comprehensive quality assurance processes.
* License & Tool Management - Maintain operational oversight of Black Box product licensing (. Boxilla and RemoteApp license generation tools), including training operations teams and ensuring proper documentation.
* Regulatory Compliance - Lead certification efforts for EMC, Safety, and Environmental standards including country-specific requirements (. BIS, China RoHS, CB) and maintain compliance with related regulations.
* Firmware & Software Management - Oversee firmware storage, conduct interoperability testing, and manage release processes for software/firmware updates to customers.
* Documentation & Training - Create technical documentation, sales training materials, and customer-facing content while supporting international teams with regulatory classifications.
* Cross-Functional Collaboration - Work with product management, product development, sales, engineering, and operational teams to ensure seamless product lifecycle management and customer satisfaction.
* Competitive Research - Does competitive product analysis and testing, communicates competitive intelligence on features, value propositions, pricing information to product managers and other stakeholders.
* Continuous Learning - Stay current with technologies and trends and incorporate this knowledge into products and solutions to solve customer problems.
* Business Development - Assists with trade show product demo design and presentations as required.
Skills, Knowledge, Abilities:
* Excellent written, verbal and listening communication with many diverse stakeholders.
* Self-motivated and driven with a results-driven attitude, market-oriented approach, and a curious mind.
* Experience or certifications in technology hardware computer networking, signal switching, and visualization technologies. KVM and/or audio/visual product experience is strongly desired.
* Solid teamwork traits and the ability to work collaboratively in a multidisciplinary team environment.
* Strong organizational skills with ability to manage multiple priorities.
* Travel is required, approximately 10% of the time, primarily in North America with occasional international travel.
Education/Experience Requirements:
* 5+ years of experience in a related role in a electronics hardware environment. Experience working with KVM and/or audio/visual products is strongly preferred.
* Must have strong experience in working with customers and external/internal stakeholders to research and resolve technical concerns.
* 4-year degree in Engineering, Engineering Technology or Computer Science. Significant experience within this industry may be substituted for candidates with an Associate’s degree in a technical field.
* Must process strong technical knowledge and product engineering, with the ability to learn everything about Black Box’s product lines.
* Must possess strong communication and customer service skills, and be able to serve as a customer advocate when interacting with all other functional areas of the business. Must skillfully navigate a matrix/cross-functional environment, using influence skills to drive the team to accomplish mutual goals.
* Able to gather, analyze and use data, facts and input from multiple sources to analyze technical performance data, identifying trends, opportunities, issues, and threats, solve problems, and make timely/informed decisions.
* Self-motivated and driven with a results-driven attitude, market-oriented approach, and a curious mind. Ability to work effectively in a fast-paced, dynamic environment with multiple competing priorities.
* Understanding of EMC/Safety/Environmental compliance standards and regulatory frameworks for specialized vertical markets (. government, defense, broadcast,
* Experience with firmware/software testing and technical documentation.
* Strong problem-solving abilities and analytical thinking.
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