Support Manager

Description

Position Purpose

The Support Manager provide courteous, professional, prompt, exceptional service, and support to TAIT’s diverse clientele. As a Support Manager, you are accountable for collaborating with various departments and teams to develop the right solutions to customer concerns.  

The work involves considerable client contact with an emphasis on providing support tailor-made to the client’s system sustainment and vision. Support Managers work with clients on, but are not limited to, arranging site inspections and visits, part repairs, part ordering, and assisting with the management of clients' support agreements.
 

Responsibilities

• Maintain customer relationships while advocating on behalf of the customer and the TAIT company.
• Provide feedback from customers on product quality and features.
• Follow TAIT QHSE and global Service & Support policies and procedures.
• Maintain client relationships ensuring clients are satisfied with the services provided.
• Manage and exceed client expectations to agree on clear scope, schedule, and contract.
• Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.
• Manage site teams, negotiate changes and variations where applicable ensuring that the project is executed in a timely, cost-effective, profitable, and professional manner.
• Collaboration with the technical integration teams and project teams in the TAIT organization to help exceed the clients needs.
• Manage and schedule resources in collaboration with resource management teams.
• Work proactively, taking the initiative where necessary and with minimum supervision.
• Identify, source, and supply spare and replacements parts in partnership with other TAIT departments.
• Structure and process qualitative and quantitative data and draw insightful conclusion from it in a timely manner.
• Work within a global team of technical support professionals delivering the best in support services to our clients.
• Visit sites and meet with clients to maintain relationships and develop new ones when required.
• Demonstrate continuous diplomatic effort to improve operations, streamline work processes and work cooperatively with other departments.
• Adhere to all company safety policies and procedures. 
• Attend meetings, seminars, and training sessions as required.  
• Perform assigned duties according to the policies and expectations prescribed by the company.

Position Requirements

• HS Diploma or G.E.D. equivalent; Associates or Bachelors degree preferred
• Experience working in a customer support or management role preferably in the entertainment industry.
• Experience planning projects with complex logistics and hard deadlines. 
• Proficiency in MS Office Suite.
• Familiarity with Enterprise Resource Planning (ERP) system (e.g. Epicor) and customer service ticketing service platform(s) (e.g. Salesforce)
• Proficient in written and verbal communication skills with a level of honesty and integrity
• Strong willingness to work hard and sometimes outside of normal business hours to get the job done.
• Comfortable providing feedback from customers on product quality and features to internal stakeholders
• Experience in TAIT related markets, especially cruise ship venues, theatres, and theme parks, strongly preferred.  
• Sound decision-making skills within the scope of the team or department.
• Skill in delegating tasks and responsibilities to team members.
• Strong communication skills for effective team collaboration and reporting.