Technical Manager

Responsibilities Responsible for in room and remote resolution support liaising with the Yorktel VNOC and management Ensure smooth delivery of the Managed Videoconferencing Service for a dedicated client Engage with all key customers and act as a liaison between customer and the Yorktel service delivery team Measure customer satisfaction and identify areas of service improvement Deliver solutions and implement long-term improvement plans across the customer’s on-site support team Manage the dedicated on-sites associated with the account Complete tiers 1-3 troubleshooting of any non-functional AV equipment Assist in the set-up and support of high level multi room events Escalate any technical issues found in the rooms and conduct break/fix accordingly Assist in the preventative maintenance checks Provide basic training of equipment to client personnel Service & RMA endpoints for maintenance issues and resolution Own responsibility for endpoint success in the designated region to include software updates, firmware upgrades, onboarding, testing, and end user training Communicate internally with project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues Resolve customer issues and escalate any issues to management or tier 3-4 resources if necessary Communicate with end users to assist with diagnosing and resolving issues Respond with a sense of urgency when receiving customer correspondence Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner Accurately gather and manage data in central repository tools Other duties as assigned Requirements High levels of professionalism and integrity High levels of interpersonal skills High ability to work with peers Exceptional customer service skills Exceptional written, verbal and interpersonal skills Strong business acumen and analytic competence Excellent problem solving skills Professional attitude and appearance at all times Valid U.S. driver’s license Must be willing to complete background checks and drug tests required by current or future contracts Working knowledge of videoconferencing standards Ability to troubleshoot AV Conferencing systems Working experience with major videoconferencing equipment such as: Teams, WebEx, Zoom etc. Codec’s Cisco, Poly MCU and control systems from Cisco, Poly, Crestron May require occasional lifting (up to 25 lbs) Requires extensive sitting, standing and walking Domestic travel requiring multi-night stays within and at times outside the local work area #J-18808-Ljbffr