Audio Visual Technical Services Manager

Rafferty Resourcing Ltd; Basingstoke; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company is seeking an Audio Visual Technical Services Manager to provide advanced technical support for AV challenges. This role involves leading technical escalations, improving processes, and ensuring customer satisfaction. The ideal candidate will have a strong technical background in AV support and hold an Avixa CTS qualification.

Benefits

Flexible Work Benefits

Growth and Development Opportunities

Team and Social Events

Health and Wellness Benefits

Qualifications

• Robust technical background in audio-visual support, engineering, or design.
• Experience in customer service.

Responsibilities

• Lead technical escalations for complex AV issues.
• Provide hands-on technical support for system maintenance.
• Manage AV-related escalations through the Helpdesk.

Skills

Customer Service

Technical Background

Education

Avixa CTS Qualification

Avixa CTS-i/CTS-d Qualification

Job description

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!