Technical Services Manager - Ottawa, Canada - Ross Video

Ross Video
Ross Video
Verified Company
Ottawa, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use.

We go all out so that our customers can have the best possible experience and achieve quality results.

With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results.

If you've ever watched live television, news, sports, or entertainment, you've seen our products in use.

All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology.

Get behind the scenes and learn about what it takes to make live events possible.

If that resonates, and you're someone with integrity, commitment, and a strong drive to deliver great products, we'd love to hear from you.

The Technical Services Manager (TSM) is a key member of the Technical Support department.

The Technical Services Manager is responsible for strengthening customer relationships and ensuring customer satisfaction by monitoring support requests of key accounts, identify unresolved issues, and work with the appropriate teams on resolutions while managing customer communication.

They hold regular review meetings with customers to discuss any issues or concerns and provide regular updates on open issues.

The Technical Services Manager analyzes customer support requirements and identifies areas where the company can offer improved services ensuring that Ross meets its mission of providing a Superior Customer Experience.

This position reports to the Manager, Partner Success.


Who you Report to:
Manager, Partner Success


What we offer:


Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best.

Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, professional development support and a ton of fun social activities and events

Best of all, you will be part of the Ross Video team, and we've got a pretty energizing environment here.


What the job is all about:

  • Provides customer management, leadership support and is the customer advocate
  • As the voice of the customer, engages the necessary internal resources to ensure that the customer's concerns/escalations are resolved in a timely manner, including feature questions and enhancement requests, and communicates the updates to the customer.
  • Monitors the progress of escalated issues of assigned customers.
  • As needed, will travel to customer sites to assist in the troubleshooting/diagnosis of critical issues, engages the Director of Global Technical Support or appropriate designated Technical Support Manager and/or the appropriate Technical Product Manager (as needed), and drives issue escalations with Field Services and R&D teams.
  • Ensures effective ownership, communication, coordination, and facilitation of support service activities with assigned customers.
  • Schedules review meetings as needed with customers to discuss any issues, concerns or escalations.
  • With the assistance of the Service Delivery Operations system administrator and/or analyst, compiles monthly support/RMA reports for assigned customers.
  • Monitors and analyzes Technical Support statistics to formulate customer service strategies tailored to customer needs such as software and hardware upgrades, extended warranty requirements and critical spare solutions for uninterrupted operation.
  • When requested, provides enhanced site services such as evaluating network and broadcast environments, identifying vulnerabilities, single points of failure, technical training requirements, drafting maintenance procedures and troubleshooting techniques.
  • Performs other activities as needed to "Get the Job Done".

Who you are:


  • Strong knowledge of Broadcasting and IT infrastructure
  • Extensive knowledge of the Ross family of products
  • Ability to manage multiple assignments, set priorities, and adapt to changing conditions.
  • Excellent crisis management skills.
  • Superior customer skills, including excellent verbal and written communications.
  • Familiarity with key components used in broadcast stations
  • Postsecondary degree/diploma related to broadcast or relevant work experience
  • Above average computer skills
  • Knowledge of SalesForce would be an asset
  • Proven leadership and management experience
  • Passionate about the broadcast industry
  • Strong interpersonal and observational skills
  • Strong organizational skills and very detail oriented
  • Selfstarter, quick learner and able to work under mínimal supervision
  • Approachable, patient, calm with a desire to help others learn new objectives
  • Ability to mitigate risk
  • High initiative and well developed analytical skills
  • Must be able to work well within a team, as well as independently
  • High level of custo
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