Remote New

Technical Support Engineer

Yamaha Corporation of America
401(k)
United States
Jul 22, 2025
Description Yamaha is seeking a dedicated Technical Support Engineer to join our team! The primary job function is providing exceptional support to customers and address technical inquiries efficiently and effectively by providing needed assistance, information, troubleshooting, and solutions. This is a remote role with preferred locations near Buena Park, CA; Maynard, MA; or New York, NY, and travel required up to 10%. Purpose of the Role This role provides expert technical support, deep problem-solving and complex troubleshooting for a wide range of Commercial and Professional Audio products. These products include large format digital consoles, speaker & amplifier systems (line source systems, point source systems, 70/100v distributed systems, acoustic prediction software), digital audio workstations, workstations, DSP processors, Networking Interfaces and various software products. Key Accountabilities Include * Ensures Customer satisfaction and Yamaha's brand strength by creating positive customer experiences * Ensure achievement of effective and efficient resolution to customer inquiries resulting in a positive influence on Yamaha brand strength * Ensure customer satisfaction to maintain Customer Retention and Brand Loyalty * Ensure resolution of customer complaints/concerns to maintain and solidify satisfaction and brand loyalty Primary Responsibilities Include * Manage escalated phone, chat, and email cases * Manage customer satisfaction and interaction within SLAs * FAQ creation, Internal Knowledge Article creation * Report quality issues * Support customer inquiries regarding Commercial and Professional Audio products and support product repair * Partner with internal and external groups to resolve issues * 24x7 Support Core Functional Competencies * Customer/Dealer Problem Resolution: Gather information towards appropriate solutions * Department Technology and Systems: Understand and can effectively use department technology and systems to perform work * Documentation: Produce clear writing to document customer/dealer issues and cases * Product Knowledge - Operations: Possess detailed knowledge of Yamaha's products and services * Brand Ambassador - Non-Marketing: Serve as a representative of the Yamaha brand Core Behavioral Competencies * Yamaha Way (Will, Integrity, Initiative, Challenge, Commitment) * Customer Focus * Values Differences * Action Oriented * Communicates Effectively * Self-awareness * Being Resilient Qualifications Ideal * Experience in the Technical Support Space * Demonstrated ability to investigate issues through to root cause * Experience with customer relationship management system * Advanced knowledge of Pro Audio equipment * Dante Level 3 Preferred * Oracle experience * Salesforce experience * Call center experience * Live sound experience * Electronic repair experience Here Is What We Will Bring Comprehensive benefits package including Medical, Vision, Dental, LTD, Life-Insurance and 401k with match AND automatic contributions Performance based bonus program Robust employee wellness programs including free music lessons Gym and wellness reimbursement program Tobacco cessation reward program Free concerts from award winning artists Discounted hotel, travel, entertainment, and other attractions Employee product purchase program Casual dress Vacation, sick-time and personal floating holidays Inclusive and passionate culture Opportunity to be part of something bigger; changing people's lives through music and sound If this role is 'music to your ears', please apply! Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.