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EVS Broadcast Equipment · 15 hours ago

Technical Account Manager Leader

Fairfield, NJ

Full-time

Onsite

Director/Executive

EVS Broadcast Equipment is a pioneer in LIVE production solutions that create return on emotion. They are seeking a Head of Technical Account Management responsible for managing a team of Technical Account Managers and ensuring exceptional customer service through effective operational delivery and management of key customer functions.

Video

H1B Sponsor Likely

Responsibilities

Define and manage operational methods, Service Level Agreements (SLAs), procedures, facilities, and tools, ensuring they are established, reviewed, and maintained

Drive adoption of service management best practices to cultivate a value-driven culture among staff, customers, partners, and suppliers, enhancing awareness of service offerings

Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution and restoration. This includes gathering data on incident trends, hardware and software failures, and resource utilization

Manage escalated incidents, developing intervention action plans to mitigate affects to customer. Accountable for service delivery, incident and problem resolution, and promoting active engagement from operational teams

Support SLA Manager in defining customer service functions, including frameworks for complaints, service standards, and operational agreements

Continually provide internal stakeholders with overviews of customer’s systems and workflows to maintain a base knowledge across the teams. Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues

Validate any change in customer infrastructure, or workflow, to meet current agreements and collaborate with support and solutions architects for large system additions/changes, new workflows, etc

Collaborate closely with colleagues and provide product feedback to prevent future customer issues

Plan audits of quality requirements, producing audit reports. Monitor and report on outputs from quality assurance and audit processes

Ensure suppliers, partners, and internal teams monitor, manage, and improve service offering effectiveness and efficiencies

Contribute to the Service transition process, ensuring customers receive agreed support levels during warranty periods for new or changed services

Qualification

Broadcast equipment knowledgeTechnical Support experienceLeadership skillsAnalytical mindsetProblem-solving skillsCustomer service dedicationEnglish proficiencyCommunication skills

Required

Exceptional leadership skills with the ability to develop and communicate the Service Management vision, while inspiring, motivating and developing staff

Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience

Knowledge of Broadcast equipment, routing, and audio/video systems

Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards

Previous experience in Technical Support, Field Service, or Technical Operations

Experience in being highly accountable for the design and quality of key documentation and processes

Ability to influence and negotiate at all levels

Ability to motivate others to deliver high-performing teams

Analytical and problem-solving mindset

Strong troubleshooting skills

Possess a strong sense of urgency while setting priorities amidst time-sensitive situations

Strong communication skills

Respect, approachability, and dedication to customer service

Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

English (verbal and written communication skills are mandatory)

Benefits

Wellness and healthcare benefits

Company

EVS Broadcast Equipment

EVS is a provider of video technology services for broadcast and new media productions.

Founded in 1994

Seraing, Liege, BEL

501-1000 employees

https://evs.com/

H1B Sponsorship

EVS Broadcast Equipment has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2022 (1)