Service Development Engineer

Service Development Engineer

The Service Development Engineer role within the Technical Services Group at QSC is a pivotal position that contributes to both new product development and ongoing product support. This role ensures that QSC's service and technical support teams—as well as external service partners—are equipped with the necessary tools and documentation to effectively support and maintain QSC's hardware and software technologies. These technologies include loudspeaker, mixer, and amplifier platforms, along with their associated software.

The Service Development Engineer actively monitors, tracks, communicates, and collaborates with all stakeholders throughout the product lifecycle. The goal is to empower service and support teams to succeed while helping maintain a high level of customer satisfaction.

Responsibilities include delivering service and support documentation, as well as training internal and external teams on diagnosing and repairing hardware issues. Documentation may include quick troubleshooting guides, service manuals, diagnostic procedures, and ongoing service alerts or bulletins. These materials may be provided in written and/or video format.

The Service Development Engineer also works to enhance and maintain the technical product knowledge of the service group. This includes creating, updating, and managing all service-related content within QSC's online portals, which are accessed by global service partners. Once updates are completed, the engineer is responsible for communicating changes and conducting training sessions—either in person or virtually.

In addition, the Service Development Engineer provides regional support to customers and channel partners by investigating reported field issues. This role collaborates with Tech Support, Service, QA, and Hardware and Software Engineering teams to monitor and respond to emerging field failure trends. Ongoing responsibilities include general phone and email support for customers and partners.

Finally, the Service Development Engineer contributes to team initiatives within the Technical Services Group. These projects aim to strengthen the group's capabilities in meeting customer needs and fulfilling QSC's mission and strategic objectives.

Technical Skills

• Bachelor of Science degree in Electronics or Electrical Engineering (preferred).
• Minimum 5 years of experience in a service development role.
• Experience in a manufacturing setting (preferred).
• Working knowledge of current and legacy QSC products.
• Understanding of assembly, sub-assembly, and component repair terminology and strategies.
• Strong grasp of analog and digital circuitry.
• Solid understanding of Class D amplifier topology.
• Familiarity with Audio Precision (AP or APx) analyzers.
• Proficiency in high-level programming languages such as Visual Basic or other object-oriented tools.
• Experience with Oracle or similar ERP systems.
• Experience with Salesforce or similar CRM platforms.
• Experience with data repositories like Agile.
• Experience with project management tools such as Jira or Confluence.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Knowledge of ISO-9001:2015 standards.
• Bilingual in English and Spanish (a plus).

Soft Skills

• Ability to work independently with minimal supervision.
• Strong critical thinking and problem-solving skills applied to support duties.
• Maintains composure under pressure.
• Creative, motivated, and adaptable learner.
• Strong communication and interpersonal skills.