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Now viewing: Technical Support Supervisor
W
W3Global
Technical Support Supervisor
Job Description
Technical Support SupervisorOur Client is seeking a Technical Support Supervisor to lead the North American technical support team for a manufacturer of professional audio visual distribution, control, and IT solutions. This is a hands on leadership position responsible for day to day support operations, escalated technical cases, team supervision, and collaboration with engineering, product development, and sales. The ideal candidate has strong Pro AV experience and technical expertise across AV over IP, control systems, network switches, matrix switchers, and presentation switchers.
Job Roles and ResponsibilitiesSupervise and support the North American technical support team.
Manage day to day technical support operations and customer inquiries across phone, email, live chat, and ticketing systems.
Provide technical assistance related to product installation, configuration, troubleshooting, and system integration.
Take ownership of Tier 2 escalated technical cases and coordinate with engineering when additional support is required.
Troubleshoot and diagnose complex technical issues across complete AV systems.
Visit customer sites when onsite technical support or troubleshooting is required.
Collaborate with product development and technical sales teams to identify device issues, product limitations, and opportunities for improvement.
Communicate recurring technical issues and customer feedback to appropriate internal teams.
Attend InfoComm and regional partner events as required.
Provide technical leadership while remaining actively involved in hands on customer support.
Coordinate with technical support and business leadership to ensure alignment across North American operations.
Qualifications and CertificationsMinimum 5 years of professional AV industry experience in technical support or a similar technical role.
Strong hands on experience with AV over IP technologies.
Experience with control systems, network switches, matrix switchers, and presentation switchers.
Ability to troubleshoot and diagnose complex issues across complete AV systems.
Basic programming knowledge and experience.
Strong leadership and team supervision capabilities.
Comfortable presenting technical information to groups.
Experience with AMX, Crestron, Extron, Q SYS, or similar programming platforms preferred.
Relevant programming or manufacturer certifications preferred.
AVIXA CTS or similar industry certification preferred.
BenefitsComprehensive health insuranceDental insuranceVision insurance401(k) retirement planPaid time offFlexible work scheduleTuition reimbursementLife insuranceEmployee assistance programEmployee discountsPaid parental leaveAdditional InformationFull time positionIn person work environmentCustomer site visits may be required.
Regional travel may be required for customer support and industry events.
Position supports customers and operations throughout North America.
Job Roles and ResponsibilitiesSupervise and support the North American technical support team.
Manage day to day technical support operations and customer inquiries across phone, email, live chat, and ticketing systems.
Provide technical assistance related to product installation, configuration, troubleshooting, and system integration.
Take ownership of Tier 2 escalated technical cases and coordinate with engineering when additional support is required.
Troubleshoot and diagnose complex technical issues across complete AV systems.
Visit customer sites when onsite technical support or troubleshooting is required.
Collaborate with product development and technical sales teams to identify device issues, product limitations, and opportunities for improvement.
Communicate recurring technical issues and customer feedback to appropriate internal teams.
Attend InfoComm and regional partner events as required.
Provide technical leadership while remaining actively involved in hands on customer support.
Coordinate with technical support and business leadership to ensure alignment across North American operations.
Qualifications and CertificationsMinimum 5 years of professional AV industry experience in technical support or a similar technical role.
Strong hands on experience with AV over IP technologies.
Experience with control systems, network switches, matrix switchers, and presentation switchers.
Ability to troubleshoot and diagnose complex issues across complete AV systems.
Basic programming knowledge and experience.
Strong leadership and team supervision capabilities.
Comfortable presenting technical information to groups.
Experience with AMX, Crestron, Extron, Q SYS, or similar programming platforms preferred.
Relevant programming or manufacturer certifications preferred.
AVIXA CTS or similar industry certification preferred.
BenefitsComprehensive health insuranceDental insuranceVision insurance401(k) retirement planPaid time offFlexible work scheduleTuition reimbursementLife insuranceEmployee assistance programEmployee discountsPaid parental leaveAdditional InformationFull time positionIn person work environmentCustomer site visits may be required.
Regional travel may be required for customer support and industry events.
Position supports customers and operations throughout North America.
Benefits
- Paid Time Off (PTO)
- Financial Aid/Assistance
- Health and Wellness Programs
- Health Insurance