Audio Visual Field Service Team Leader

proAV Limited; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading global AV integrator is seeking an experienced Field Service Team Leader in London to mentor engineers and manage technical escalations. The role offers scope to drive service improvements and requires proficiency in AV technologies. Excellent communication and multitasking abilities are essential. Join a diverse team committed to inclusion and professional development.

Benefits

Professional development opportunities

Family-friendly policies

Mentorship programmes

Qualifications

• Experience in mentoring and training teams.
• Ability to manage technical escalations effectively.
• Excellent organisational skills.

Responsibilities

• Mentor and train Field Service Engineers.
• Align training requirements with technical obligations.
• Manage service contract mobilisations and handovers.
• Drive service improvement initiatives and policies.

Skills

AV / VC / UC technologies

Client communications

Calm under pressure

Multitasking

Excellent communication

Job description

Overview

proAV are a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally. Our immediate requirement is for an experienced Field Service Team Leader to be a key part of our Egham team, representing proAV, and working closely with the Field Service Engineering Supervisor. You will take full responsibility for providing and supporting a comprehensively trained Field Service Engineering team to support business requirements, ensuring alignment with all other proAV departments and working practices. You shall act as a role model for the wider field service team, providing guidance and support where required, and you will be the go-to for advanced technical diagnostics and escalated service calls. You will be responsible for ensuring fault resolution is to client satisfaction within your team and for the commercial impact of the account, including the management of and timely updating of fault tickets. This is an exciting opportunity for an exceptional, experienced Field Service Team Leader to join an established operation with scope to drive and enhance the service at every opportunity. Experience and seniority of the position will be reflected by the remuneration and benefits package.

Key Responsibilities

• Mentor and train Field Service Engineers within your team.
• Align training requirements with current technical contract obligations.
• Identify training requirements and appropriate courses for the Field Team in collaboration with other team leads.
• Identify standard tool kit / consumable requirements for the Field Team in collaboration with other team leads.
• Point of technical escalation for fault calls within your team.
• Be responsible for Service contract mobilisations and Service handovers from the project teams.
• Assist in forming Field Service policy (e.g. firmware upgrades, dealing with delays, programming, etc.).
• Service improvement initiatives.
• Build and release 'How to' files for engineering where appropriate.
• Be part of technical committee to align Service strategy.
• Field service engineering work as required.
• Travelling to client sites (including European travel if required).
• Site surveys.
• Small works installations, including handover to Client.

Desirable skills

• Technically proficient in AV / VC / UC technologies.
• Able to manage Client communications and escalations.
• Calm under pressure.
• Ability to take responsibility.
• Ability to multitask and prioritise.
• Excellent communicator on both telephone and email.
• Meticulous attention to detail.
• Organised.
• Able to lead and drive a remote based FSE team.
• Flexible approach.

About Us

proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication. From reviewing technology to integration to post-deployment support, you\'re in safe hands when you trust your AV and UC to proAV. We are recognised as one of the AV industry\'s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meet the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open. From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients\' business-critical AV systems architecture, products and technologies 24/7/365.

Equality, Diversity & Inclusion

proAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other\'s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decisions based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family-friendly policies and practices. We encourage all to apply.