Pushing the Edge

VANTIVA, headquartered in Paris, France and formerly known as Technicolor, is a global technology leader in designing, developing and supplying innovative products and solutions that connect consumers around the world to the content and services they love – whether at home, at work or in other smart spaces. VANTIVA has also earned a solid reputation for optimizing supply chain performance by leveraging its decades-long expertise in high-precision manufacturing, logistics, fulfillment and distribution. With operations throughout the Americas, Asia Pacific and EMEA, VANTIVA is recognized as a strategic partner by leading firms across various vertical industries, including network service providers, software companies and video game creators for over 25 years. Our relationships with the film and entertainment industry goes back over 100 years by providing end-to-end solutions for our clients. VANTIVA is committed to the highest standards of corporate social responsibility and sustainability across all aspects of their operations. For more information, please visit www.vantiva.com and follow us on LinkedIn and Twitter.

Mission:

Customer Technical Support acts as a partner in leading customer product acceptance activities. Advises the sales force, customers and potential customers regarding the resolution of technical, scientific or engineering issues that affect the sales, installation and utilization of organization products and/or services. The Customer Technical Support is a constant source of information and contributes to improving Vantiva Product Offers, always keeping an eye on competitor activity, market trends and customers' roadmaps. Supports sales in pre-sales activities where no dedicated pre-sales team available and manages customer requirements.

Key Responsibilities:

SALES SUPPORT:

o    Support sales with technical responses to RFP and in identifying/proposing PSV opportunities.

o    May accompany sales to present roadmaps and features of products to the customer, serving as a pre-sales support.

PRODUCT TECHNICAL SUPPORT:

o    Responsible for analysis, diagnosis and problem solving, qualifying the product fit and defining support needs for the customer.

o    Provides technical support to customers (trouble-shooting, resolution of technical problems, and analysis of customer requirements - system upgrade).

o    May perform service activities for less complex customers in order to develop appropriate diagnostic and technical skills. Subject matter expert in assigned technology areas.

CERTIFICATIONS:

o    Once R&D has completed product development, CTS performs customer product certification and ensures network interoperability (i.e. customer product technical acceptance) by interfacing with program management and R&D.

o    Depending on the product line, may adapt product for customer configuration.

o    Performs local regulatory certifications by interfacing with program management and R&D. Product acceptance mission leader for assigned customer/product combinations.

CUSTOMER TRAINING / DOCUMENTATION:

o    Performs training to internal/external customers, which may be charged as PSV. Authoring of courseware and customer system integration technical documents.

o    May prepare operating manuals, references or training materials for customers and the sales force. Development and documentation of customer assistance tools.

MAINTENANCE:

o    Works with product management, R&D and customer to improve SW, adapt configuration tools, identify possible PSVs, etc.

o    Primary interface for customer lab trials, field trials, deployments and maintenance technical concerns.

NPI:

o    Customer product introduction lead for assigned new products from Phase 3 or 4 (varies with customer/product) onward, learning from R&D everything that will be required to provide customer technical support for a particular customer/product combination.

o    Shielding of R&D resources post-development, to enable their focus on NPI.

CUSTOMIZATION:

o    Non-R&D customization of generic platforms using tools provided by R&D and ensuring network interoperability.

o    Management of the product introduction of customized generic platforms, specifically for SGW.

LAB SUPPORT:

o    Responsible for equipping and maintaining the local TCH lab environment to facilitate product debug and demo efforts.

o    Using the laboratory to replicate customer issues to help developers fix bugs and test new SW versions prior to sending to customer

TRADE SHOWS: support to set up trade shows, customer events and road show

• Solid experience in video STB and Android/Android TV
• Have RF working knowledge and background, in various delivery technology - terrestrial, cable, satellite
• Experience in issue management tools – Atlassian JIRA
• Knowledge in the usage of Command Line Interface and debugging of Network issues with IP
• Capable of performing technical training on product introduction and configuration of the Routers.
• Language: good written and spoken skills in Japanese and English
• Good communication and analytical skills with strong customer service-oriented attitude.
• Have initiative and able to work independently with minimum supervision.
• Must be prepared and available on-call as primary and/or backup resource support and be ready to travel when required
• Software development experience would be added value.