Audio Visual Service Manager
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| Job Type | Permanent Full Time |
| Location | Greater London |
| Area | City of London, England |
| Sector | EngineerEngineer - Audio VisualEngineer - ServiceManagerManager - Service Delivery |
| Salary | £45000 - £50000 Per Annum plus paid overtime and excellent benef |
| Currency | GBP |
| Start Date | ASAP |
| Job Ref | AV30359 |
| Job Views | 126 |
- Description
- The Opportunity
Due to continued success in growing their existing client base, and an increasing number of AV service maintenance contracts, our clients are seeking to recruit an Audio Visual Service Manager with a proven track record in this field.
You will be key member of a team delivering and supporting the operation of industry-leading audio and audiovisual systems installations across Central London, and occasionally elsewhere in the UK.
You will use your technical proficiency with a range of AV systems and related technologies to fault find problems with complex AV systems. You will provide clear communications to clients during remote support, and be able to fix problems ‘hands on on site, liaising with manufacturer support teams or distributors where necessary.
Working as AV Service Manager you will be highly-skilled at client-facing interactions, in person and over the phone / email. As a ‘front-line operative for the company, your careful attention to customer support needs and technical skills will play a key role in earning our client repeat business and word-of-mouth recommendations.
You will consistently research and undertake training on AV equipment and technology, put this knowledge into practise in the field, and share your learnings with the team.
Key responsibilities:
Managing the delivery of AV support for multiple clients, in particular customers with on-going support agreements in place, taking ultimate responsibility for the resolution of technical issues and client satisfaction
Growing the service side of the business which is in its early stages as compared to the maturity of the business as a whole
Researching and implementing new software and processes to improve the administration and sales sides of the support activities
Providing exemplary customer service and building client relationships
Delegating work to and supervising AV engineers, both remote and on site
Scheduling service visits and ad hoc callouts, in line with service level agreements
Handling technical support escalations: liaising with manufacturer support teams
Ensuring accurate documentation of the support teams activities; callouts and best practises
Promoting support services (in collaboration others in the broader team): pricing new support agreements and renewals. Tailoring existing documents/templates for specific contract proposal submissions, at pre-sales stage.
Site surveys where relevant to support contract sales
Delivering or guiding training for support team on customer service and relevant technical AV
Developing junior AV engineers and contributing to career development plans
Contributing to the strategic technical direction of the business, in terms of products / brands and best practices
Main Duties:
Fault-finding and technical resolution of a range of AV-related problems with audio, video, control and network equipment, working both on site and providing remote assistance.
To take ownership of a number of support requests / issues, and to be able to prioritize your work according to the urgency / severity of the problems.
Successful client handling during the technical support process. Representing our client as a high-end provider of AV services with a professional, courteous and knowledgeable demeanour.
To drive the sales of on-going AV service and maintenance contracts and installation projects through excellent support work and client handling.
Performing scheduled maintenance visits, completing maintenance reports and working with others in our team to recommend improvements where relevant.
Providing advice and information to colleagues in the support team, collaborating on a range of AV support issues, and working on best practices.
To communicate effectively to peers, management and customers. This includes providing sufficiently accurate and detailed reports for support visits undertaken.
Feedback to systems design team regarding products and design, and any other lessons learned during site work.
Attend training courses and trade shows, and undertake self-directed research, to improve product knowledge, and disseminate learnings to the wider team.
To assist in scoping small works for existing clients, such as specifying equipment needed for events, or AV systems upgrades.
The development of junior audiovisual engineers.
Based in Central London, the role is a Hybrid one with salary of £45k-£50k plus paid overtime and excellent benefits.
Your skills and experience
Technical skills
Technical knowledge of AV systems including sound systems and DSP, video switching and transmission, videoconferencing, display and projection, digital signage and effects lighting.
Windows and Mac OS
AV / IT Networking
Product knowledge for leading AV / VC manufacturers, such as Extron, Crestron, QSYS, Shure, Logitech
Videoconferencing platforms Microsoft Teams Rooms, Zoom Rooms, Cisco Webex
Audio DSP programming e.g. Bss, QSYS, Shure
Remote and on-site technical support experience
The successful candidate will have:
Skills and experience that make you proficient in fault-finding and resolving issues with modern audio, videoconferencing, video and control systems.
A proven track record in field-based audiovisual support tasks, maintenance and operation.
IT and IT networking knowledge; an understanding of AV systems integration with existing IT systems is essential, and being comfortable using a range of computer software.
Full UK working rights.
Worked as a senior AV support engineer / service manager with corporate/commercial clients, both on site and remotely.
The ability and presence to liaise with clients at all levels, and third parties such as distributors and manufacturers.
Technical proficiency in sound engineering, audio processing and signal flow.
A selection of current, relevant industry manufacturer accreditations. e.g. CTS, Dante Familiarity with platforms such as QSYS, Bss, training on products by Crestron, Extron and Shure.
Knowledge of videoconferencing platforms such as Teams, Zoom and Webex, and videoconferencing hardware from manufacturers such as Logitech, Poly, Cisco and Crestron.
Residence within Greater London
The Organisation
Our client is a dynamic Audio Visual business, within a healthy and growing industry sector, and offer huge opportunities for personal development and career progression.
There is scope to develop as per your strengths and interests, and to play an influential role in shaping the growth of the company.
The Recruiters
AV Jobs are Europe's No. 1 Audio Visual recruiters working with clients and candidates to ensure the perfect job fit every time.