
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
Most recent headlines
05/01/2027
Worlds first 802.15.4ab-UWB chip verified by Calterah and Rohde & Schwarz to be ...
04/08/2026
Dalet, a leading technology and service provider for media-rich organizations, t...
04/07/2026
April 7 2026, 19:00 (PDT) Detective Conan: Fallen Angel of the Highway Opens in...
01/06/2026
January 6 2026, 05:30 (PST) Dolby Sets the New Standard for Premium Entertainment at CES 2026
Throughout the week, Dolby brings to life the latest innovatio...
02/05/2026
Dalet, a leading technology and service provider for media-rich organizations, t...
01/05/2026
January 5 2026, 18:30 (PST) NBCUniversal's Peacock to Be First Streamer to ...
28/04/2026
VFX History: Slit Scan
Graham Quince April 28, 2026
0 Comments
How did 2001: A Space Odyssey, Star Wars, Doctor Who and Star Trek: The Next Generation...
28/04/2026
These DaVinci Resolve Effects Will Make You a More Creative Colorist
Kasia Jarco April 28, 2026
0 Comments
Creativity in color grading is not about ha...
28/04/2026
A Simple Introduction to Cavalry: Indexed Circle
Simon Ubsdell April 28, 2026
0 Comments
In this new introductory tutorial for Cavalry we're going...
28/04/2026
Rise, the award-winning advocacy group for gender diversity in the broadcast and media technology sector, is pleased to announce a new global training programme...
28/04/2026
Clear-Com has appointed Brian Grahn as Market Outreach Manager of the Americas and Ben Turnwell as Business Development Manager for EMEA live, expanding their ...
28/04/2026
LiveU is inviting MPTS visitors to step into the companys new Q Era on Stand D32, at The Grand Hall, Olympia, London (May 13-14). The company will showcase its ...
28/04/2026
IBC today announces the launch of the IBC2026 Innovation Awards, with nominations now open for projects, programmes and initiatives that exemplify breakthrough ...
28/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
28/04/2026
Introducing Nx 3-Strip v2 - A Physics-Based Technicolor Reconstruction for DaVin...
28/04/2026
Editor's note: This post is part of Into the Omniverse, a series focused on how developers, 3D practitioners, and enterprises can transform their workflows ...
28/04/2026
AI agent systems today juggle separate models for vision, speech and language - ...
28/04/2026
RT News is pleased to announce the appointment of Sean Whelan as its new London Correspondent.
Sean has held the role of Washington Correspondent for the last...
28/04/2026
Joseph O'Connor, Eileen Walsh, Louise Duffy, Mick Lynch, Gormfhlaith N Thuairisg and Dermot Bannon take a personal look at life 100yrs ago in new TV docume...
27/04/2026
CES Power, a provider of infrastructure for live events, has announced the acquisition of three Ireland-based businesses: GH Energy Rental Ltd, Event Power, and...
27/04/2026
FuboTV Inc. has announced it is developing its Multiview feature for the Fubo streaming service on select LG TVs, including 2024, 2025, and newer 4K and 8K mode...
27/04/2026
Shade, a file management platform for creative teams, has announced a $14 million funding round led by Khosla Ventures, Construct Capital, and Bling Capital, br...
27/04/2026
The Audio Engineering Society (AES) will present the Immersive Audio Academy 12th Edition - Immersive Audio in All Flavors - on April 30, 2026, at 12:00 p.m. ...
27/04/2026
DAZN has announced DAZN48, a creator program for the FIFA World Cup 2026 that will recruit 48 creators - one representing each of the 48 qualified nations - to ...
27/04/2026
FloSports has announced exclusive streaming rights to four CrossFit competitions: Legends Del Mar: CrossFit Semi-Finals, Magic City Games, NorCal Classic, and t...
27/04/2026
Telestream has announced that Pulse, its software-defined test and measurement p...
27/04/2026
Shade has announced it is a Cloud Computing and Storage winner in the 2026 NAB Show Product of the Year Awards. Winners were selected by a panel of industry exp...
27/04/2026
Leading the NBA's video-ads platform, this Penn State grad is at the forefro...
27/04/2026
DAZN has expanded its international broadcast rights for the T100 Triathlon World Tour to include Africa. All races from the T100 calendar will be available for...
27/04/2026
NAB Show has announced the recipients of its 2026 Project of the Year and Product of the Year Awards at a ceremony at the Las Vegas Convention Center.
Each wi...
27/04/2026
DIRECTV has launched on Meta Quest headsets, becoming the first MVPD to offer live TV through the platform. The timing coincides with the stretch run of the MLB...
27/04/2026
TBL Team Boxing League has announced a broadcast agreement with MSG Networks to air all remaining Season 4 fights live across MSG's television and digital p...
27/04/2026
IP integration, interoperability, growth of intercommunications were key concerns for vendors and visitors alike
Attendees at the recently concluded 2026 NAB S...
27/04/2026
Behind The Mic provides a roundup of recent news regarding on-air talent, includ...
27/04/2026
A pro-audio emphasis, spectrum changes, and on-field audio mark the new products and enhancements to existing offerings
Microphones remain the primary point of...
27/04/2026
The Sports Video Group team was all over the NAB Show floor out in Las Vegas las...
27/04/2026
N r Spotify grundades f r 20 r sedan dominerades musikmarknaden av illegal nedladdning. Sedan dess har streaming bidragit till att teruppr tta betalningsvilja...
27/04/2026
Time on Spotify should feel meaningful and intentional, not something that slips...
27/04/2026
New modular multi-effects plug-in revealed
The latest plug-in from Brainworx delivers a modular set of effects designed to offer a convenient alternative to...
27/04/2026
Kit includes supercardioid & shotgun capsules
High-end mic manufacturer Schoeps have recently introduced another member of their Desert Island Set family. O...
27/04/2026
LA2A-inspired 500-series module arrives
Sound Skulptor have announced the upcoming launch of a new 500-series module that aims to recreate one of the most p...
27/04/2026
SSL-inspired compressor unit upgraded
Stam Audio are well known for their painstaking recreations of vintage audio gear, with their extensive product range ...
27/04/2026
Available for current Nielsen ONE Ads customers, this new capability predicts sa...
27/04/2026
Share
Copy link
Facebook
X
Linkedin
Bluesky
Email...
27/04/2026
Nippon TV's In-House Proprietary AI Solution AiDi Wins Product of the Year A...