Job Description

Posted 4 weeks ago

Audio Visual Technical Services Manager – South

Are you ready to elevate your career in a dynamic and supportive environment? We are on the hunt for a seasoned professional to become the advanced technical support and escalation point of contact for audio-visual (AV) challenges that exceed typical expertise. As the linchpin of the technical team, you will empower Helpdesk engineers, Field Service Engineers, and customers by expertly tackling intricate post-project technical issues, system redesigns, and escalated service requests. Join this team and become the trusted expert everyone turns to!

Key Responsibilities:

* Lead Technical Escalations: Serve as the primary escalation point for complex AV issues, guiding Helpdesk, Field Service Engineers, and customers to effective resolutions.

* Innovate and Improve: Execute programming changes, DSP redesigns, and technical corrections post-project, fostering continuous improvement.

* Drive Efficiency and Satisfaction: Manage AV-related escalations through the Helpdesk, ensuring swift resolutions and exemplary customer satisfaction.

* Collaborate and Thrive: Work within a vibrant AV Helpdesk support team, contributing to a friendly, solution-oriented atmosphere.

* Shape Processes: Oversee internal process and change requests, offering proposals to the Head of Global Professional Services.

* Technical Expertise: Conduct thorough reviews of AV service changes, collaborating with clients and teams to leverage strong AV design experience.

* Onsite Support: Provide hands-on technical support for system maintenance and modifications post-project handover.

* Documentation Excellence: Ensure accurate updates of schematics, drawings, and workbooks, actively participating in review meetings.

* Stakeholder Communication: Quickly address customer inquiries, maintaining SLA compliance and keeping stakeholders informed.

* Field Collaboration: Visit client sites for advanced technical assistance alongside Field Service Engineers.

* Coverage and Repairs: Support the Helpdesk & Field Service Engineers during absences and manage bench repairs or coordinate with manufacturers.

* Client Relationships: Cultivate strong client bonds to bolster Service Contract renewals.

* Stay Ahead of Trends: Keep abreast of emerging AV technologies and recommend system enhancements.

* Upsell Opportunities: Identify chances to upsell extended warranties, service packages, or upgrades.

* Ad-hoc Duties: Tackle additional responsibilities as needed.

Qualifications

* Essential: Customer service and a robust technical background in audio-visual support, engineering, or design. Avixa CTS qualification required.

* Desired: Avixa CTS-i/CTS-d qualification is a plus.

Why Apply?

* Competitive Salary: Negotiable based on experience, with confidential discussions encouraged.

* Flexible Work Benefits: Enjoy flexible arrangements, including the option to buy or sell extra annual leave.

* Growth and Development: Access significant training opportunities, career advancement, and personal development.

* Team and Social Events: Engage in regular team-building activities and social events throughout the year.

* Incentives and Extras: Benefit from various staff incentives and enjoy potential international and European travel.

* Health and Wellness: Access Aviva Smart Health and discounted gym memberships, among other perks.

Join a team where your expertise is valued, and your growth is a priority. Be part of a friendly and supportive work environment that fosters innovation and personal success