Job Ref: 213535341

Date: 2021-04-13 16:01:22

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Woopjobs! are currently recruiting for a Technical Support Manager to join a leading vendor and pioneer in the Pro AV industry. With customers in over 90 countries across six continents, the company offers an extensive and innovative pro AV portfolio of products and solutions for a variety of market sectors. The company has built its reputation on strong personal relationships with its customers and providing the highest level of service and support in the industry.

The Role

As Technical Support Manager you will be a key member of staff with a mixture of managing a small UK based team of experienced technical support engineers, providing pre and post-sales support for customers, customer training, pre-sales support on and off-site for the external sales team.

What you will be doing

As Technical Support Manager your responsibilities will include:

* Provide pre and post-sales support for Integrators and end users

* Support covering all products; traditional AV products and a significant amount of support is required for more IT network-based products that include Control, AV over IP and VIA Collaboration technologies

* Pre-sales includes product demonstrations, both remote and onsite. Also includes high-level discussions with end user management and IT departments regarding technical aspects of certain products

* Pre-sales can include system design, and schematics, therefore experience in this area would be an advantage

* Maintain and run training/demo centre; post sales can include training both in house and onsite

* Commissioning, programming, and general implementation to help projects run smoothly

* Maintenance of the company’s Academy online services for the UK, and management of associated leads and requests

* Management of the helpdesk team, team schedule – including liaison with HQ regarding any operational/product related issues

* Testing and feedback on new and existing products, including elements of documentation and fault resolution

* Assistance to the service team with regard to repairs of certain products, and also pre-sales upgrades/adjustments when required

* Elements of Online Marketing, including regular product and training webinars and some social media assistance where required

* Design and implementation of roadshows and larger onsite customer presentations, both for sales/marketing and training purposes

* General IT support for infrastructure, user devices, and phone system for the UK office

What Experience you will need?

As Technical Support Manager you will need to be a highly motivated and disciplined individual and with a minimum of 5 years’ experience in technical support/pre-sales. Along with a good working knowledge of AV, both analogue and digital, UC and IT system functionality, installation processes and techniques. An understanding of videoconferencing over IP and associated infrastructure will be required.

To Apply

We really want to hear from you, even if it’s just to ask some questions about this role. To become a Technical Support manager and be part of this global vendor please press the apply button below

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