AV Service Delivery Manager

AV Service Delivery Manager - I am looking for someone who lives and breaths the world AV service. This position requires a technical AV VC individual who comes from the AV corporate or residential integration or on site market place. This is not a position based on site this is an office based position. You will need to be a highly organised individual who understands the ins / outs of the world AV service and maintenance. The role will see you being an integral part of the team who can take charge of all aspects of the service department / team and work to help deliver a first class service offering:

Role Overview:

1) Overall responsibility and ownership for customer service levels, client retention, Service Division performance, Service Level Agreement (SLA) and KPI achievement.

2) Management of the Service Team as well as being hands on, approachable and focused on both internal and external resolution.

3) Ownership of the Service Desk strategy. This includes planning, process implementation, improvement and updating, KPI setting and measurement

4) High levels of communication with all clients to ensure good relationships and high levels of customer satisfaction.

5) Creating and delivering weekly reports, regular performance analysis and client specific ticket reports. Metric driven.

6) Deal with any client complaints and manage escalations, where necessary.

7) Manage the process of fault resolution from taking the initial call, tech support, visit coordination, engineer visits with full knowledge of the issues, correct equipment and historical data from any previous visits through to report and resolution.

8) Management of communications to ensure returns, repairs and orders are documented, placed and goods received/delivered in an appropriate time frame.

9) Onboard new clients, including introductions and assignment of dedicated resource to ensure a seamless client experience. This will be achieved by ensure all departments collaborate and communicate on a continuous basis, sharing relevant information and up to date documentation.

If this is the new role that you are craving then please send me your full technical CV to find out more.

YOU MUST BE LIVING IN THE UK AND ALLOWED TO WORK HERE LEGALLY AND SHOW A CLEARLY DEFINED SKILL SET WITHIN THE CV

AV A/V A-V AUDIOVISUAL AUDIO-VISUAL AUDIO/VISUAL VC VIDECONFERENCE MTRS MTR CRESTRON LUTRON ILIGHT LIGHTING SOUND CEDIA MDU MDUS SMARTHOME AUTOMATION CONTROL AVIXA AUDIO AUDINATE DANTE QSYS Q-SYS DSP BI-AMP SERVICE MAINTENANCE PREVENTATIVE ITIL SUPPORT BUCKINGHAMSHIRE BERKSHIRE BRKS HERTS HERTFORDSHIRE LONDON OXFORDSHIRE BEDS BEDFORDSHIRE