Technical Account Manager


Scope:

The Technical Account Manager is responsible for maintaining and coordinating the support needs from a technical account perspective, providing project implementation, field support, and customer services to insure customer success. Responsibilities include, but not limited to…

  • Development & implementation of preventive and predictive maintenance programs for assigned key accounts
  • Providing expert level consultation services and assistance to resolve complex problems relating to products, technologies and industry workflow processes
  • Including implementing root cause analysis to identify and correcting system issues
  • Provide tech support Broadcast center or studio environment. Including travel to/from customer facilities and event-based locations. Candidate must be able to accurately document configurations and workflows implemented, as it relates to EVS and 3rd party products

This position is a:

  • Hands on, tactical role that requires a broad technical knowledge of EVS & Broadcast workflows
  • Act as the customers’ advocate for internal and external escalation paths, determining, communicating, & setting effective goals
  • Responsible for defining professional service needs on a project basis by authoring statements of work and directly managing the delivery of professional services at client companies

The position requires the ability to work in a dynamic, face-paced environment. Prior experience in similar environments is highly desirable and sought after. The position works cross functionally with all departments to maximize customer satisfaction. This role is a direct customer facing position that will directly convey the EVS message and EVS Product families.

Job Description:

  • Providing advanced level technical consultation while resolving technical inquiries relating to the EVS product families
  • Act as the customers’ advocate for internal and external escalation paths, determining, communicating, & setting effective goals to meet customers’ expectations
  • Responsible for defining professional service needs and authoring statements of work
  • Directly overseeing the delivery of professional services
  • Developing and implementation of preventive and predictive maintenance to reduce issues
  • Provide advice regarding replacements of customer product(s) and pursue appropriate course of action after troubleshooting
  • On-site customer visits according customer’s region and needs
  • Provide advanced operational & technical knowledge, including guidance & training, (both internal/external)
  • Training & workflow guidance as it relates to Sales/Support
  • Act as a key point of contact for assigned accounts by providing knowledge of entire end to end workflows
  • Provide client support and technical issue resolution on-site, via phone, and email
  • Provide accurate documentation of workflow analysis & requirements on key product initiatives
  • Act as key escalation point for all technical issues encountered, as related to assigned accounts
  • Quick decision-making skills and ability to act independently while in a broadcast environment
  • Categorizing and submitting customer issues through the customer support ticket system
  • Respond to customer technical issues and inquiries
  • Take full ownership and control of issues and continuously improve the support services to maintain a high level of customer satisfaction
  • Reproduce and escalate issues. Implementing root cause analysis to identify and correct system faults
  • Simultaneously manage multiple customer cases in a demanding environment, while resolving issues using company tools and internal knowledge base
  • Accurately and completely document encountered problems and solutions, submitted results through our internal ticketing systems
  • Act as Product contact with regards to products assigned
  • Provide leadership and in-depth product knowledge
  • Maintain up to date knowledge and coordinate with HQ Product managers on releases and hardware changes
  • Monitor product defects, trends, and issue occurrences in the region
  • Properly document encountered problems and their solutions submitted through our internal ticketing system
  • Including technical documentation notes & catalog into a knowledgebase for Tier 1-2 usage
  • Train and provide information to Support/Sales team on issues, known bugs, and new product workflows
  • Coordinate and reports to Senior Management in regard to key accounts & field support needs/status’
  • Including regular updated of outstanding issues
  • Interacting with Product Specialist & Senior Management to continually evaluate and improve product support solutions & strategies
  • Capturing and clearly documenting customer requests and product needs for ongoing development
  • Full coordination with the local support engineers (T1 or T2)
  • Regular meetings about any workflow change, remaining issues, particular requests
  • Relies on local or regional T1/T2 for taking actions on the customer set-up (workflow change, fixing issues, particular requests)
  • Commissioning & configuring high level, complex proprietary systems.
  • Coordinate with Sales/Pre-Sales to attain expectations and workflows desired by customers
  • Work closely with Sales and Technical Support staff to assist in implementing appropriate policies
  • Demonstrate a measurable level of customer service
  • Ensure timely resolution to customer inquiries
  • Provide effective Time management and log activities via provided support tools
  • Notify the management team of any potential escalations or complex problems in a timely manner
  • Perform cross-functional role with Sales, Pre-Sales, Project & Support, as required
  • Remain engaged with obtaining advanced understanding of application operations, as related to EVS products & services (operationally as well as technically)
  • Available to assist with coverage of after-hours Techline/SLA hotline, when not engaged with other commitments

Skills and experience required :

  • Enthusiastic, driven & personable
  • Able to work independently and efficiently to meet deadlines
  • Strong problem-solving skills and the ability to react to problems in a timely, appropriate manner
  • Ability to effectively provide detailed descriptions of technical data and present to groups
  • Self-motivated, detail-oriented and organized
  • Advanced experience with hardware and software issues, across multiple platforms of products
  • Proficient in Internet related applications such as E-Mail clients, FTP clients and Web Browsers
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills
  • Ability to solve practical problems and deal with a variety of variables in situations.
  • Ability to travel worldwide, as needed

ACADEMIC REQUIREMENTS

  • The applicant ideally should have 3+ years of industry experience.
  • Degree in Broadcast Engineering, TV Production, Audio/Video or equivalent - Electronic or computer qualification/certification required.

TECHNICAL KNOWLEDGE

  • Knowledge of networking (LAN and WAN)
  • Strong trouble-shooting skills ranging from software configurations to hardware related issues
  • A solid understanding of broadcast production and broadcast technologies.
  • Computer OS knowledge of DOS, Windows, Lynx, MacOS, MS Office (Visio, Word, Excel, etc)
  • 3-7 years of existing EVS Product knowledge is required for this position
  • The ability to speak French or another the language would be an asset but is not essential

Job Types: Full-time, Contract, Permanent

Salary: $100,000.00 – $120,000.00 per year

Work Eligibility:

  • Permitted to work permanently with no restriction on hours (e.g. citizen, permanent resident) (Preferred)

Work Remotely:

  • No