Support Manager

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.

Essential Responsibilities / Accountabilities

• 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.

Behavioral Competencies

• Team Leadership: Ability to lead and motivate a team to achieve departmental goals.
• Communication: Strong communication skills for effective team collaboration and reporting.
• Problem-Solving: Proficiency in identifying and addressing issues within the team or department.
• Performance Management: Skill in setting clear performance expectations and providing feedback.
• Time Management: Effective time and resource management to meet deadlines and objectives.
• Adaptability: Ability to adapt to changing priorities and work environments.
• Delegation: Skill in delegating tasks and responsibilities to team members.
• Conflict Resolution: Managing conflicts within the team and fostering a positive work environment.
• Decision-Making: Sound decision-making skills within the scope of the team or department.
• Customer Focus: Ensuring products or services meet customer needs and expectations.

Minimum Qualifications

• Degree or equivalent experience.
• Competent with working in a customer support or management role preferably in the entertainment industry.
• Experience planning projects with complex logistics and hard deadlines.
• Understanding of budget control.
• Technical skills relevant to the projects.