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For Companies At a Glance
- Tasks: Lead technical escalations and provide expert AV support to engineers and clients.
- Company: Join a dynamic team focused on innovative audio-visual solutions and customer satisfaction.
- Benefits: Enjoy flexible work options, training opportunities, and health perks like gym discounts.
- Why this job: Be the go-to expert in a supportive environment that values your growth and innovation.
- Qualifications: Customer service skills and a strong AV technical background are essential; Avixa CTS required.
- Other info: Engage in team-building events and explore potential international travel opportunities.
The predicted salary is between 42000 - 84000 £ per year.
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.
Contact Detail:
Rafferty Resourcing Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Audio Visual Technical Services Manager
✨Tip Number 1
Familiarise yourself with the latest AV technologies and trends. Being knowledgeable about emerging tools and systems will not only help you stand out but also demonstrate your commitment to continuous improvement, which is a key aspect of the role.
✨Tip Number 2
Network with professionals in the AV industry. Attend relevant events or join online forums where you can connect with others in the field. This can provide valuable insights and potentially lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully resolved complex AV issues in the past. Highlighting your problem-solving skills and technical expertise during interviews will showcase your ability to handle the responsibilities of the role effectively.
✨Tip Number 4
Demonstrate your customer service skills by preparing to share experiences where you've built strong client relationships. This is crucial for the role, as cultivating client bonds is essential for service contract renewals and overall satisfaction.
We think you need these skills to ace Audio Visual Technical Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in audio-visual support, engineering, or design. Emphasise any qualifications like the Avixa CTS and any specific projects that showcase your technical expertise.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also demonstrates your passion for customer service and problem-solving in AV environments. Mention how you can contribute to the team and improve processes.
Showcase Technical Skills: In your application, clearly outline your technical skills related to AV systems, including any programming changes or DSP redesigns you've executed. Use specific examples to illustrate your capabilities.
Highlight Collaboration Experience: Since the role involves working closely with Helpdesk engineers and Field Service Engineers, include examples of past collaborative projects. Show how you’ve contributed to team success and client satisfaction.
How to prepare for a job interview at Rafferty Resourcing Ltd
✨Showcase Your Technical Expertise
Be prepared to discuss your technical background in audio-visual support, engineering, or design. Highlight specific projects where you tackled complex AV issues and how you contributed to successful resolutions.
✨Demonstrate Problem-Solving Skills
Expect to face scenario-based questions that assess your ability to handle escalated technical challenges. Use the STAR method (Situation, Task, Action, Result) to structure your responses and illustrate your problem-solving approach.
✨Emphasise Customer Service Experience
Since this role involves significant client interaction, share examples of how you've built strong relationships with clients and ensured their satisfaction. Discuss any feedback you've received that highlights your customer service skills.
✨Stay Updated on AV Trends
Research the latest trends and technologies in the audio-visual industry. Be ready to discuss how these innovations could enhance service offerings and improve client experiences, showcasing your proactive approach to staying informed.
