Technical Support & Professional Services Manager (m/f/d)

Riedel; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Life and Work balance

Career booster

Diversity and inclusion

Job summary

RIEDEL Communications in Australia’s Sydney region seeks a Technical Support & Professional Services Manager to lead the APAC engineering team, overseeing project delivery, training, and site commissioning for RIEDEL and third-party products.

You will drive customer relationships, ensure service quality across SLA customers, and coordinate with Sales and Pre-Sales on tender responses while supporting product introductions and market insights.

Qualifications

• Bachelor's degree in Information Technology, Software/Electrical Engineering, Computer Science, or a related field.
• Minimum 3 years of experience in sales engineering, pre-sales, technical support, or professional services.
• Management experience and ability to lead cross-functional teams.
• Strong understanding of Broadcast and Media technology markets.

Responsibilities

• Lead and manage the Technical Support and Professional Services engineering team in the APAC region in alignment with the Manager Customer Success, APAC.
• Coordinate and deliver technical support and professional services, including project management, commissioning, and training activities; including configuration, testing and validation at customer site for Riedel portfolio and 3rd party products.
• Engage in customer relationships and Customer Success initiatives, particularly for SLA customers, ensuring high service quality and long-term partnerships.
• Manage and resolve customer technical escalations in collaboration with Sales and Customer Success Management teams.
• Collaborate with Sales and Pre-Sales on technical response sections for RFPs/RFIs and provide market insights on industry trends.

Skills

Management

Team leadership

Customer relationship

Willingness to travel

CRM tools

Negotiation

Education

Bachelor's degree in IT/Engineering

Tools

Salesforce

Jira/Confluence

Microsoft 365

Job description

Technical Support & Professional Services Manager (m/f/d)

Land: Australia

Stadt: Sydney

Remote-Status: Hybrid

RIEDEL Communications is the leading provider of live production tools in the media, sports and entertainment sectors. To cover our customers‘ needs holistically, we are divided into three business units: Product Division, Managed Technology & Riedel Networks.

Our Product Division develops, produces and distributes audio, video, IT and communication solutions. With our live production tools for the media, sports, entertainment and corporate industries, we deliver a wide range of high-quality and state-of-the-art products that are among the most innovative of their kind in the industry.

Join us as Technical Support & Professional Services Manager (m/d/f) on this exciting journey and experience the fascination of Riedel Communications in action.

YOUR RESPONSIBILITIES

• You lead and manage the Technical Support and Professional Services engineering team in the APAC region in alignment with the Manager Customer Success, APAC.
• You take ownership of the successful coordination and delivery of technical support and professional services, including project management, commissioning, and training activities; including configuration, testing and validation at customer site for Riedel portfolio and 3rd party products.
• You engage in customer relationship and Customer Success initiatives, particularly for Service Level Agreement (SLA) customers, ensuring high service quality and long-term partnerships.
• You manage and resolve customer technical escalations in close collaboration with Sales and Customer Success Management teams.
• Engage in new product introduction (NPI) technical training to identify areas of support requirements and processes.
• You collaborate with Sales and Pre-Sales teams on technical response sections for RFP/RFI tenders and contribute market insights on industry trends and competition.
• You represent the company at customer-facing engagements and industry events such as trade shows, panels, and key market events.

THAT’S YOU

• Bachelor’s degree in Information Technology, Software/Electrical Engineering, Computer Science, or a related field
• Minimum 3 years of experience in sales engineering, pre-sales, technical support, or professional services
• Management experience and ability to lead cross-functional teams
• Strong understanding of Broadcast and Media technology markets
• Knowledge of audio, video, and IP technologies and standards (e.g. AES3, AES67, ST 2110, NMOS, PTP)
• Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-6, NMOS, PTP)
• Knowledge of IP technologies and standards (TCP, UDP, IGMP, VLAN, PTP, with Cisco or Arista certification preferred)
• Proficiency with CRM and collaboration tools (e.g., Salesforce, Atlassian Jira/Confluence, Microsoft 365, Teams) and willingness to travel internationally (approx. 25–35%)

WE OFFER

• Life and Work balance through our flexible working time system including mobile working in a hybrid model
• Career booster with numerous individual development and training opportunities
• Diversity is very important to us, at RIEDEL we focus on an open working atmosphere, inclusion is part of our Culture – it is about the people and their personality that matters

We’re contributing to your career development. We’ll encourage you to try new roles and experience new settings. By helping our people to reach their potential, we frequently support them to find skills they never knew they had, or make career moves they never thought possible.

ENRICH OUR TEAM!

With us, you can expect an exciting challenge with plenty of opportunities to take on responsibility and develop personally.

RIEDEL stands for equal opportunities and diversity! We are looking forward to getting to know you as you are – far away from any pigeonholing.