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Eurest USA · 4 weeks ago

SENIOR TECHNICAL SERVICES MANAGER - AV TECHNOLOGY - REDMOND, WA

Redmond, WA

Full-time

Onsite

Mid, Senior Level

$95K/yr - $115K/yr

3+ years exp

Eurest USA is a leader in business and industry dining, known for providing exceptional dining experiences across various sectors. They are seeking a Senior Technical Services Manager to lead AV and technology services, ensuring high-quality operational support for events and catering while mentoring team supervisors and maintaining strong client relationships.

Food and BeverageFood ProcessingRestaurants

Responsibilities

Supports their leadership and peers in collaboratively building an industry-leading vision for their respective LOBs; ensures that this vision is communicated and that there is buy-in at all levels of AV, Event Management, and Operations, as well as externally with suppliers and business partners

Subject matter expert on event utilization of supported technologies, including Teams, HD video recording, live video and audio streaming, video teleconferencing (VTC), and telepresence

Manage day-to-day operations

Provide customer service and support including technical troubleshooting and operational assistance, including event support

Monitor team communications and deliverables

Track equipment, including maintaining asset tracking program. Complete weekly equipment checks, and completing periodic audits of inventory lists

Maintain current industry and campus knowledge and contribute to business improvements, ensuring all support services are effective and competitive

Define and manage operational metrics and KPIs - volume, performance and impact - and execute plans to improve related measures

Assist with the onboarding of new services, including training staff, creating process documentation, and identifying equipment for purchase

Identify root issues in the delivery of support services and assist with development and implementation of corresponding solutions

Maintain key relationships with stakeholders, including Microsoft product groups, event teams, Microsoft Production Studios, Microsoft Learning, third-party vendors, etc

Audit team performance during event and non-event support

Maintain team vehicles, including keys, mileage reporting, completion of maintenance, driving tests, damage reporting, and periodic inspections

Maintain team equipment and procurement of equipment

Technical production for high-level and complex events

Takes necessary action to achieve established quarterly account Key Performance Indicators (KPIs); completes reporting on KPI performance, as necessary

Partners with other functional leaders in the environment to ensure effective cross-functional business delivery; models and holds direct reports accountable for effective collaboration and conflict resolution with Department management and associates

Responsible for bringing forth innovations and initiatives to continuously improve Operational delivery

Identifies critical issues & manages escalations from senior leadership and the client to ensure concerns are resolved to satisfaction of the client and internal leadership

Works directly with other department leaders to achieve enterprise goals & initiatives and ensure the highest level of satisfaction for customers & clients

Ensure support personnel are provided with all information and equipment necessary to provide successful event support

Attend pre-event meetings to ensure all needs are identified and addressed

Identify team purchasing needs and make purchase requests, including providing justifications

Support the Microsoft mission and Compass Group objectives of customer service, operational excellence, teamwork, process improvement, leading by example and exceptional character

Adhere to Microsoft information security policies and best practices

Escalate unresolvable and/or out-of-scope issues to management in a timely fashion

Submit LOB-specific operational reporting

Other duties as assigned

Qualification

Audiovisual technologyClient managementTeam leadershipWeb conferencingAudio systemsMicrosoft ExcelCustomer serviceChange managementProblem-solvingOrganizational skills

Required

Minimum 3 years' experience in the Audiovisual or Broadcasting industry

Must have working understanding of modern web conferencing and live video technologies

Must be knowledgeable in audio and presentation systems, including control systems

Must be able to troubleshoot audiovisual systems and equipment, including remotely

Experience in leading large, multi-faceted teams required

Experience in all aspects of client & vendor management & partnerships required

Competent in relative Microsoft applications – Excel, Word & Outlook

Ability to analyze client needs & requests, think strategically, possess business & time management skills, as well as the initiative & judgment to quickly evaluate issues, find alternatives & take appropriate courses of action

Must have excellent change management and leadership skills

Superior quantitative, oral and written communications and problem-solving/strategizing skills

Exceptional customer service abilities

Competent in MS applications - Excel, Publisher, PowerPoint, Visio, FrontPage, Word, Internet, and Outlook

Excellent organizational skills & reporting