Job Description

To support all AV, VC, Event and operational aspects for the client, ensuring alignment of all stakeholder interests with accountability for delivering against contractual service levels in conjunction with the Onsite Manager. To develop and expand our client service offering whilst fostering a climate of continuous service Improvement.

Main purpose of position

To support all AV, VC, Event and operational aspects for the client, ensuring alignment of all stakeholder interests with accountability for delivering against contractual service levels in conjunction with the Onsite Manager. To develop and expand our client service offering whilst fostering a climate of continuous service Improvement. Provide support to routine and high-profile AV/VC meetings including support of the client’s own videoconference bridge. There will be a requirement to edit video and audio content, but training will be provided.

Key Responsibilities and Duties

General

- Provision of support to the clients AV estate
- Provide authoritative guidance to the client in the use of their installed audio-visual systems to allow them to be used to maximum effect
- Implementation and monitoring client satisfaction measures
- Management of complaints, investigation, resolution and improvement process
- Planning, oversight and the running of high profile / complex events
- In conjunction with the Onsite Manager, managing resource levels and arranging additional resource when required
- Developing and improving site operational processes
- Video Editing duties
- In conjunction with the Onsite Manager creating monthly and quarterly operational reports for client review
- Show flexibility in shift pattern to meet client needs
- First line troubleshooting and diagnosis
- Organise all aspects of fault resolution and preventative maintenance with helpdesk and service engineers to resolve AV/VC hardware and software failures
- VC scheduling and management via TMS and associated etools

People Management

- Lead, coach and develop external resource team members.
- On-going monitoring of external resource team performance and development, to increase performance and resolve performance issues ensuring cover is fully trained and fit for purpose.
- Substituting for the Onsite Manager in their absence.


Contract Management

- Ensuring our client achieves the contractual Key Performance Indicators
- Responsible for site health and safety requirements in conjunction with the Onsite Manager
- Continuous improvement of service offering
- Participate in the development strategy and long-term objectives for the services provided by the Onsite Team
- Evaluation of new technologies / products to enhance Clients AV services
- Identify and promote new business opportunities for our client’s with client

Person Specification

- Able to work in corporate environment dealing with senior clients
- Be organised and flexible with the ability to approach different types of tasks during the working day
- Being able to prioritise and work under pressure
- Ability to recognise a client’s needs and prioritise accordingly
- Have good communication skills both verbal and written
- Ability to deliver continuous recognisable improvements
- A strong knowledge of Video Conferencing, Audio Visual Systems and their related technical fundamentals
- Able to use wide range of AV technology to deliver senior client events
- Able to work effectively and achieve results with clients at all levels within an organisation
- Able to adapt to various clients’ needs and their AV systems and technologies
- Able to take information and input into management reports
- Capable of getting the most out of individuals
- Able to coach and motivate direct and indirect reports

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