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Service Delivery Manager
2 months ago
proAV Limited is a leading global audio visual integrator, providing AV and event services across multiple client partnerships globally.
We are seeking an experienced Field Service Team Leader to join our Egham team, representing proAV, working closely with the Field Service Engineering Supervisor, taking full responsibility for providing and supporting a fully comprehensively trained Field Service Engineering team to support business requirements.
The successful candidate will be responsible for ensuring fault resolution is to Client satisfaction within their team: ensuring the commercial impact of the account is upheld. They shall be responsible for the management of and timely updating of fault tickets.
Key Responsibilities:- Mentor and train Field Service Engineers within the team.
- Align training requirements with current technical contract obligations.
- Identify training requirements and appropriate courses for the Field Team in collaboration with other team leads.
- Identify standard tool kit / consumable requirements for the Field Team in collaboration with other team leads.
- Be responsible for Service contract mobilisations and Service handovers from the project teams.
- Assist in forming Field Service policy (i.e. when to undertake firmware upgrades, or what to do if running late, programming etc.).
- Service improvement initiatives.
- Be part of technical committee to align Service strategy.
- Field service engineering work as required.
- Travelling to Client sites (including European travel if required).
- Site surveys.
- Technically proficient in AV / VC / UC technologies.
- Excellent communicator on both telephone and email.
- Able to lead and drive a remote-based FSE team.
- Flexible approach.
proAV Limited designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.
We are recognised as one of the AV industry's most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meet the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.
From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC), our dedicated teams manage, monitor and protect our global clients' business-critical AV systems architecture, products and technologies 24/7/365.
Equality, Diversity & Inclusion:proAV Limited is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. proAV Limited does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. proAV Limited offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family-friendly policies and practices.
