Support Manager - Theater Venues

TAIT; South Kirkby; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Pension scheme with employer contrib.

Life assurance (4x salary)

Medicash health cashback plan

Employee Assistance Program (EAP) with

Cycle to Work scheme

Income protection

Private medical insurance (role/level)

Paid annual leave starting at 22 days

UK bank holidays

Job summary

TAIT, a leader in live event technology, seeks a Support Manager to deliver courteous, professional service to its diverse client base in the UK. You will coordinate with sales, engineering, and field teams to provide tailored sustainment solutions, arrange site inspections, handle part repairs/orders, and manage client support agreements.

You will ensure high customer satisfaction, maintain strong relationships, and drive proactive problem-solving across global operations, while adhering to

Qualifications

• HS Diploma or GED 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 ERP systems (e.g. Epicor) and CRM ticketing platforms (e.g. Salesforce).
• Strong communication skills; honesty and integrity.
• Willingness to work outside normal hours when needed.
• Experience in TAIT-related markets (cruise ships, theatres, theme parks) preferred.

Responsibilities

• Maintain customer relationships and advocate for the customer and TAIT.
• Provide feedback from customers on product quality and features.
• Follow TAIT QHSE and global Service & Support policies.
• Maintain client relationships and ensure satisfaction with services.
• Manage and exceed client expectations regarding scope, schedule, and contract.
• Ensure support tickets remain within breach-free parameters with clear information.
• Coordinate site teams, negotiate changes, and ensure timely, cost-effective project execution.
• Collaborate with technical integration and project teams to exceed client needs.
• Schedule resources in collaboration with resource management.
• Proactively work with minimum supervision.
• Identify, source, and supply spare parts in partnership with TAIT departments.
• Process data and draw insights in a timely manner.
• Work within a global team delivering top-tier support services.
• Visit sites and meet clients to maintain and develop relationships.
• Strive to improve operations and processes; cooperate with other departments.
• Adhere to company safety policies and attend training as required.

Skills

Customer service

Project planning

Communication

ERP familiarity

CRM familiarity

Education

HS Diploma or GED

Associates or Bachelors degree preferred

Tools

Epicor ERP

Salesforce

MS Office

Job description

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.