On-Site Technical Manager

Job Description

Job Description

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.  

Yorktel is currently seeking an On-Site Technical Manager who is responsible for in room and remote resolution support liaising with the Yorktel VNOC and management to ensure smooth delivery of the Managed Videoconferencing Service for a dedicated client. The position will need to be engaged with all key customers, act as a liaison between customer and entire Yorktel service delivery team. Also responsible for measuring customer satisfaction, identifying areas of service improvement, delivering solutions and implementing long term improvement plans across the customers’ on-site support team. Responsible for oversite and management of the dedicated on-sites associated with the account. Reports the Customer Success Manager for day to day priorities and tasks.

Roles and Responsibilities:

This position reports directly to the dedicated Customer Success Manager. This position will 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. This position will directly own responsibility for endpoint success in the designated region to include software updates, firmware upgrades, onboarding, testing, and end user training. This position will also be expected to 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.

The position requires a high level of interpersonal and professional skills. This position should have a high level of customer service skills and be able to diffuse and control escalated situations effectively to service the customer. This position should have solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users. This position requires the ability to resolve customer issues and will be expected to escalate any issues to management or tier 3-4 resources that are above the capabilities of the position or may be potentially sensitive. This position is responsible for managing the dedicated client on-sites throughout the United States through remote oversight and assistance with day to day escalations and operations.

• Communicate with end users to assist with diagnosing and resolving issues
• Respond with a sense of urgency when receiving customer correspondence
• 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
• Assist in the preventative maintenance checks
• Provide basic training of equipment to client personnel
• 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 is central repository tools
• Other duties as assigned

Skills and Abilities:

• 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
• 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
• Valid U.S. driver’s license
• Must be willing to complete background checks and drug tests required by current or future contracts

Technical Responsibilities:

• Working knowledge of videoconferencing standards
• Ability to troubleshooting of 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

Physical Requirements:

• Ability to lift and carry objects up to 50 lbs.
• Frequent sitting, standing, and walking
• Limited weekend and/or night work may be required
• Must be able to pass suitability requirements
• Must be willing to complete background checks and drug tests as required by current or future contracts

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.