Sony Pixel Power calrec Sony

Meet Your Maker: Darren Silcock


Welcome to the second instalment of Meet Your Maker Q&A! Meet Your Maker is a series of behind-the-scenes videos and blogs that illustrates the wide range of in-house skillsets used to design and manufacture our market-leading broadcast technology whilst exploring the amazing people behind Calrec.

This week we had the pleasure of speaking with Calrec's Lead Customer Support Engineer, Darren Silcock, about the importance of our close customer relationships, bespoke 24/7 support contracts & training and Calrec's no-nonsense approach to customer support.

1. What is your role with Calrec and what does it entail?

As the Lead Customer Support Engineer, I head up the Customer Support team to ensure that all customers receive an exceptional level of service, support and technical advice.

2. How big is the Customer Support Team?

We have seven UK-based engineers including myself, plus a highly technical Customer Support Manager. We support all Calrec customers and distributors around the world and have dedicated Calrec-trained US-based engineers on the East and West Coasts of America.

3. In what ways does Customer Support provide support to Calrec customers?

Customer Support provides a huge array of support facilities. One of the most important aspects of the Customer Support role is that we establish close relationships with all our customers. This allows us to gain a sound understanding of customer requirements, their systems, operational and technical requirements and provide a better, more empathetic level of support.

We also support site visits to customer facilities and OB trucks for commissioning, upgrades, system health-checks and onsite training. Part of this is handling upgrades for customers who operate 24/7 production schedules to ensure as little impact and risk as possible. This not only requires a high level of knowledge of the customer's system but also an exceptional background knowledge into the system/platform; how it's evolved over time, and any changes that have been made to hardware or software configurations.

We undertake system diagnostic work using system logging to allow events to be analysed. There is a large amount of telemetry within Calrec systems to allow us to cover events with extreme detail and accuracy.

And let's not forget training. The support team provides many training courses, often customised to suit customer requirements for specific configurations or site facilities.

And then there's operational and technical consultancy - we're not just here for problems! We are always happy to spend time discussing any new or changing workflow requirements that a customer has to help them identify and implement solutions

4. What is the global coverage? How do you work with other people in other countries?

Some customers we are able to deal with directly, but around the world, we work with an excellent and ever-expanding fleet of distributors.

Working with distributors allows us to provide a much better level of support as it provides customers with dedicated personnel that have been trained by Calrec engineers. It also allows local knowledge and practices to be maintained keeping a personal touch to the level of support.

5. How do you ensure local representatives are fully trained?

All distributors will visit the factory in the UK for an extended period to undertake an extensive range of training on all or specific Calrec products. It allows us to go through all the operational and technical training requirements, a huge amount of practical learning, configuring systems for their specific customer base, Q&A sessions, and a factory tour to see the build and progress of consoles.

Distributors have the complete freedom to immerse themselves into Calrec's world and products; it gives them a chance to not only use the products fully but also meet and get to know everyone in the factory. It's important that local representatives get to know people they will be working with in the factory on a day-to-day basis.

6. What about spares holding? How is that managed?

We hold a large amount of stock within the UK factory at Hebden Bridge and at strategic sites across the globe to ensure an extremely quick turnaround time. It is important that our customers get the parts they need asap to return to normal operation.

This not only covers our current range of products but also our legacy products there's a large amount of the older Calrec products still in daily use around the world!

Every console, asset and module that has ever left the factory is recorded, and this database is maintained daily. A good example of this is a commissioning visit for a new console. Prior to the console leaving the factory, every bit of information is recorded at the point it has completed factory testing. During the commissioning visit by the engineer if there is a new release of software this will be installed during that visit. The Customer Support engineer then makes sure that all records for that console are updated accordingly.

This ensures that any future replacement or additional hardware is configured correctly. Much of our hardware/software utilises a self-managed software process where a verification process is completed by the card itself on fitment. This further ensures spares are always configured correctly.

Calrec operates an AEU (advance exchange unit) for managing and distributing spares. This is a program whereby we ship a replacement part to the customer fully configured, and once fitted the original unit is returned to the Calrec factory for repair where it remains. This speeds up the process and allows facilities to get back up and running quicker.

7. What are the different levels of support contract?

We have three off-the-shelf levels of Support Contract that provide round-the-clock access to support servic
See more stories from calrec

Most recent headlines


What to Watch at the 2022 Festival: Films for the Filmmaker in All of Us

-- A still from Stranger Than Rotterdam With Sara Driver, by Lewie Kloster and Noah Kloster, a selection in the Shorts Program....


Exertis Pro AV Is New Partner of Studio Network Solutions (SNS)

St. Louis, MO - January 20, 2022 - Exertis Pro AV is now expanding its portfolio in Germany, Austria, Switzerland as well as in Liechtenstein, Poland, the Czech...


Movie and Film Buff? Spotify's Listen If You Watch' Page Has the Perfect Podcast for You

The third season of the show you've been bingeing ends with a sudden cliff-h...


Call Extension: Call for Documentary Project: We Choose Each Other has been extended to Tuesday, 25 January 2022

Call Extension: Call for Documentary Project: We Choose Each Other has been ex...


NYP: Tegna Close to Equity Buy-Out

According to a report in the New York Post yesterday, station group Tegna is close to inking a $9 billion deal to be acquired by equity investors Standard Gener...


Cobalt Digital Opens Office in China

CHAMPAIGN, IL Cobalt Digital has opened a Representative Office in China. Based in Beijing, the office is staffed by local sales and support professionals with ...


Peacock Launches Local News Channels From NBC Owned TV Stations

NEW YORK NBCU's streaming service Peacock has dramatically expanded its local news coverage with the launch of new 24/7 local news channels from NBC owned t...


U.S. Sales of VR/AR Gear More Than Doubled During 2021 Holidays

PORT WASHINGTON, N.Y. The virtual reality/augmented reality category of tech hardware and accessories had a very successful 2021 holiday period in the U.S. acco...


Matrox Introduces ConvertIP Transmitters and Receivers

MONTREAL, Quebec Matrox Video has introduced the ConvertIP Series, a new family of standards-based IP devices that offers users a simplified approach to SMPTE S...


Comcast Technology Solutions Launches VideoAI

DENVER At a time when companies are looking for ways to quickly deploy new video services, Comcast Technology Solutions has announced the launch of a new servic...


Evolving cloud economics: Where does media stand?

Richard Mansfield, product management director at MediaKind explains what advantages Managed Cloud Applications offer broadcasters and TV operators By Contribu...


Industry experts create Virtual Production Glossary

It is intended to be a dynamic, industry-propelled effort rather than a static document with users encouraged to suggest new and updated terminology By Jenny P...


France's AMP Visual TV selects Sony's XVS-G1 switcher for fly-away units

Sony describes the XVS-G1 system as a perfect fit for the small to mid-size studio, outside broadcast vehicles, and fly-away production units By Jenny Priestle...


The final (production) frontier? World's first studio in space announced

Space Entertainment Enterprise (S.E.E.), a UK-based media company, is developing SEE-1 By Jenny Priestley Published: January 20, 2022 Space Entertainment En...


Breezeline Stream TV to Launch First in N.H.

QUINCY, Mass. Breezeline, the recently rebranded Atlantic Broadband cable operator, is launching Breezeline Stream TV, a new cloud-based TV service that integ...


Irdeto Unveils Server Side Ad Insertion To Deliver Targeted, Personalized Ads

AMSTERDAM Irdeto has launched its Irdeto Server Side Ad Insertion platform, which maximizes the addressable live ad inventory of OTT video at scale while delive...


New Sachtler 100mm Fluid Heads Offer Speed, Payload Benefits

MUNICH Sachtler today expanded its aktiv fluid head product lineup with the addition of the aktiv10T, aktiv12T and aktiv14T 100mm fluid heads, bringing the spee...


Brazil's TV 3.0 Project Recommends Key ATSC 3.0 Elements For New Digital TV Deployment

WASHINGTON The non-profit organization charged with next-generation digital tele...


LocalBTV Expands to 21 U.S. TV Markets

LOS ALTOS, Calif. Didja has announced that its live local broadcast TV platform LocalBTV is now operational in 21 US TV DMAs and that 15 new markets were added...


PBS Outlines New Diversity Initiatives

ARLINGTON, Va. As part of its virtual winter Press Tour announcements of new programming, PBS has outlined some notable diversity, equity and inclusion initiati...


Fox Weather Taps Surfline for Weather Coverage

NEW YORK As part of an agreement with Surfline, Fox Weather has been using its exclusive broadcast rights to over 500 HD Surfline cameras worldwide to showcase ...


P&G Was the Top U.S. Advertiser in 2021

WHITE PLAINS, N.Y Based on an analysis of the top 100 advertisers, Media Monitors is reporting that Procter & Gamble was the top parent company advertiser in th...


Telenor teams with AWS to accelerate modernisation of telecommunications

Reading Time: 2 minutes As part of the agreement, Telenor and AWS will invest in joint go-to-market activities in select industries-such as manufacturing, sup...


Fast, Furious, and Futuristic: Extreme E Celebrates Successful First Championship and Looks Ahead to Second Season

Fast, furious and futuristic: Extreme E celebrates successful first championship...


YES Network Celebrates 20 Years With the NBA's Nets

YES Network Celebrates 20 Years With the NBA's Nets From New Jersey to Brooklyn, it has been an exhilarating ride for the broadcaster By Ken Kerschbaumer, ...



SBS is encouraging all Australians to rest and reset with the launch of a new guided meditation podcast. Titled Great Minds, the podcast features 15-minute epis...


Riedel Intercom System Provides Liverpool Philharmonic With Flexibility and Reliability in Managing Concerts and Events

Wuppertal January 20, 2022 Riedel Intercom System Provides Liverpool Philharmo...


News Corp to Report Fiscal 2022 Second Quarter Earnings

News Corp to Report Fiscal 2022 Second Quarter Earnings New York, NY (January 20, 2022)-News Corp will release its second quarter Fiscal 2022 results on Thursd...


Iron Chef: Quest for an Iron Legend Coming to Netflix in 2022

Back to All News Iron Chef: Quest for an Iron Legend Coming to Netflix in 2022 Entertainment 20 January 2022 GlobalUnited States The all-new series Iron Ch...


Feature Film Nyad Heads To Netflix With Jodie Foster Starring Alongside Annette Bening

Back to All News Feature Film Nyad Heads To Netflix With Jodie Foster Starrin...


Aardman and Netflix Team for New 'Wallace & Gromit' Film, Announce 'Chicken Run' Sequel Details

Back to All News Aardman and Netflix Team for New Wallace & Gromit Film, Announ...


Our 2022 Global Talent Trends Report

Our 2022 Global Talent Trends Report Published on Jan 18, 2022 Categories: Business Solutions, Data and insights LinkedIn Corporate Communications Share ...


Success for ROV remote piloting proof of concept trials

News | January 20 2022 Success for ROV remote piloting proof of concept trials Tucked away in an industrial unit in Aberdeen, United Kingdom, a pilot eyes a...


New Dalet AmberFin Updates

Dalet, a leading technology and service provider for media-rich organizations, today announced significant updates to Dalet AmberFin, the standards-bearer in im...


Cobalt Digital Opens Doors to Representative Office in China

Cobalt Digital Opens Doors to Representative Office in China January 20, 2022 Cobalt Digital Opens Doors to Representative Office in China Champaign, IL - Ja...


Cisco Introduces New Catalyst IE9300 switch

News Summary: Cisco expands its Catalyst 9000 switching portfolio to improve reliability, security, and scalability for industrial and ruggedized outdoor use c...


Enjoy Pakej Jimat 109: 30Mbps Broadband and Astros Primary Pack at RM 109.99

20 January 2022 Enjoy Pakej Jimat 109: 30Mbps Broadband and Astros Primary Pack at RM 109.99 20 January 2022, Kuala Lumpur With Pakej Jimat 109, Malaysians ...


ARRI ALEXA Mini LF demonstrates its capabilities in Kingdom: Ashin of the North

Netflix's Kingdom: Ashin of the North takes audiences back a few decades from the Kingdom series and tells the revenge origin story of Ashin and the ser...


ARRI ALEXA Mini LF, : (Kingdom: Ashin of the North)

Netflix : . ALEXA Mini LF . ...


Cromorama Chooses Leader LV5600 Reference Instrumentation

Cromorama, one of Europes most experienced specialists in film and television color management, has chosen Leader LV5600 reference instrumentation for use at it...


Gomora: Tonight's episode, 20 January 2022 (E194 S2)

Gomora: Tonight's episode, 20 January 2022 (E194 S2)Don't miss out on what's happening on tonight's episode of Gomora, and watch the latest epis...


Imbewu The Seed: Thursday, 20 January 2022 - E984 S4

Imbewu The Seed: Thursday, 20 January 2022 - E984 S4Catch up on what's going on to night on Imbewu by SA TV and Soapies 20-01-2022 in SA TV and Film T...


TONIGHT'S EPISODE: Diep City E209 S1, Thursday, 20 January 2022)

TONIGHT'S EPISODE: Diep City E209 S1, Thursday, 20 January 2022)We've got you covered on what's happening tonight. by SA TV and Soapies 20-01-202...


UZALO: Tonight's episode, Thursday, 20 January 2022 - E229 S7

UZALO: Tonight's episode, Thursday, 20 January 2022 - E229 S7Don't get left behind, catch up on Uzalo now! by SA TV and Soapies 20-01-2022 in SA TV...


MUVHANGO: Thursday's Episode - 20 January 2022 E273 S22

MUVHANGO: Thursday's Episode - 20 January 2022 E273 S22Don't miss out on the latest drama in Muvhango! by SA TV and Soapies 20-01-2022 in SA TV and...


The River: what is happening E249 S4 - Thursday, 20 January 2022

The River: what is happening E249 S4 - Thursday, 20 January 2022Watch tonight's episode of The River and catch the latest episode every weekday at 20:00 on ...


TONIGHT'S EPISODE: Scandal - Thursday, 20 January 2022 (E4002 S13)

TONIGHT'S EPISODE: Scandal - Thursday, 20 January 2022 (E4002 S13)Get to know what's happening on tonight's episode! by SA TV and Soapies 20-01-2...


Thursday's Episode: Generations - The Legacy, E44 S8 (20 January 2022)

Thursday's Episode: Generations - The Legacy, E44 S8 (20 January 2022)Keen to know what's happening on the latest episode of Generations: The Legacy? b...


Van, Go: Unveils Next-Gen Robotaxi Fleet Built on NVIDIA DRIVE Orin

Robotaxis are on their way to delivering safer transportation, driving across various landscapes and through starry nights. This week, Silicon Valley-based sel...


GFN Thursday: Tom Clancy's Rainbow Six Extraction' Charges Into GeForce NOW

Hello, Operator. This GFN Thursday brings the launch of Tom Clancy's Rainbo...