Support Manager - Theater Venues

TAIT; Haverhill; Vor Ort; GBP 35.000 - 60.000; Vollzeit

Benefits dieser Stelle

Pension

Life insurance

Health cashback

EAP

Cycle to Work

Income protection

Private medical insurance

Annual leave

Zusammenfassung

TAIT is seeking a Support Manager to deliver courteous and proactive service to a diverse customer base. You will collaborate across departments to tailor solutions for client system sustainment and vision, coordinating site inspections, part repairs, and managing support agreements.

You will maintain relationships, gather customer feedback, and ensure projects meet scope, schedule and contract terms while adhering to QA and safety standards.

Qualifikationen

• HS Diploma or GED; associates or bachelor’s preferred.
• Experience in customer support or management, preferably in entertainment.
• Ability to plan projects with complex logistics and strict deadlines.
• Proficient in MS Office Suite.
• Familiar with ERP (Epicor) and ticketing platforms (Salesforce).
• Strong written and spoken communication and integrity.
• Willing to work outside normal hours when needed.
• Ability to convey customer feedback to internal teams.
• Experience in TAIT markets (cruise ships, theatres, parks) is a plus.
• Good decision making within team/department scope.
• Ability to delegate tasks to team members.
• Clear communication for collaboration and reporting.

Aufgaben

• Maintain customer relationships and advocate for customers and TAIT.
• Provide feedback on product quality and features.
• Follow TAIT QHSE and global service policies.
• Ensure client satisfaction with services provided.
• Manage expectations around scope, schedule, and contracts.
• Keep support tickets concise and accurate for all users.
• Lead site teams and negotiate changes to deliver timely, cost-efficient projects.
• Collaborate with technical and project teams to exceed client needs.
• Schedule resources with resource management teams.
• Proactively take initiative with minimal supervision.
• Source spare parts in partnership with TAIT departments.
• Structure data and draw insights quickly for decision making.
• Work with a global team delivering top-tier support to clients.
• Visit sites to maintain and develop client relationships.
• Seek ways to improve operations and processes with other units.
• Adhere to safety policies and participate in required training.
• Attend meetings and training as required.

Kenntnisse

Customer support

Project planning

Communication skills

Team leadership

Experience in entertainment industry

Ausbildung

HS Diploma or GED

Associates or Bachelors degree preferred

Tools

Epicor ERP

Salesforce

MS Office

Jobbeschreibung

TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life.With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock ‘n’ roll concert staging to setting the global standard for extraordinary live events and experiences through cutting-edge technology, precision engineering, and creative design. TAIT’s 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe, including partnerships with Taylor Swift, Cirque Du Soleil, Royal Opera House, Nike, NASA, Bloomberg, Google, Beyoncé, and The Olympics

Position Purpose

The Support Manager provide courteous, professional, prompt, exceptional service, and support to TAIT’s diverse clientele. As a Support Manager, you are accountable for collaborating with various departments and teams to develop the right solutions to customer concerns. The work involves considerable client contact with an emphasis on providing support tailor‑made to the client’s system sustainment and vision. Support Managers work with clients on, but are not limited to, arranging site inspections and visits, part repairs, part ordering, and assisting with the management of clients' support agreements.

Responsibilities

• Maintain customer relationships while advocating on behalf of the customer and the TAIT company.
• Provide feedback from customers on product quality and features.
• Follow TAIT QHSE and global Service & Support policies and procedures.
• Maintain client relationships ensuring clients are satisfied with the services provided.
• Manage and exceed client expectations to agree on clear scope, schedule, and contract.
• Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.
• Manage site teams, negotiate changes and variations where applicable ensuring that the project is executed in a timely, cost-effective, profitable, and professional manner.
• Collaboration with the technical integration teams and project teams in the TAIT organization to help exceed the clients needs.
• Manage and schedule resources in collaboration with resource management teams.
• Work proactively, taking the initiative where necessary and with minimum supervision.
• Identify, source, and supply spare and replacements parts in partnership with other TAIT departments.
• Structure and process qualitative and quantitative data and draw insightful conclusion from it in a timely manner.
• Work within a global team of technical support professionals delivering the best in support services to our clients.
• Visit sites and meet with clients to maintain relationships and develop new ones when required.
• Demonstrate continuous diplomatic effort to improve operations, streamline work processes and work cooperatively with other departments.
• Adhere to all company safety policies and procedures.
• Attend meetings, seminars, and training sessions as required.
• Perform assigned duties according to the policies and expectations prescribed by the company.

Position Requirements

• HS Diploma or G.E.D. equivalent; Associates or Bachelors degree preferred
• Experience working in a customer support or management role preferably in the entertainment industry.
• Experience planning projects with complex logistics and hard deadlines.
• Proficiency in MS Office Suite.
• Familiarity with Enterprise Resource Planning (ERP) system (e.g. Epicor) and customer service ticketing service platform(s) (e.g. Salesforce)
• Proficient in written and verbal communication skills with a level of honesty and integrity
• Strong willingness to work hard and sometimes outside of normal business hours to get the job done.
• Comfortable providing feedback from customers on product quality and features to internal stakeholders
• Experience in TAIT related markets, especially cruise ship venues, theatres, and theme parks, strongly preferred.
• Sound decision-making skills within the scope of the team or department.
• Skill in delegating tasks and responsibilities to team members.
• Strong communication skills for effective team collaboration and reporting.

TAIT Benefits:

• Competitive pension scheme with employer contributions
• Life assurance (4x salary)
• Medicash health cashback plan (covering dental, optical, and more)
• Employee Assistance Program (EAP) with 24/7 support
• Cycle to Work scheme
• Income protection / critical illness cover
• Optional private medical insurance (role/level dependent)
• Paid annual leave starting at 22 days, increasing with service
• UK bank holidays

TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.