Technical Account Manager

Evs Broadcast Equipment - Fairfield, NJ

Full-time

Fairfield, NJ

Computer and Electronic Product Manufacturing

About the position

The Technical Account Manager at EVS is responsible for coordinating and communicating customer needs while providing technical support and incident handling. This customer-facing role involves managing key accounts, ensuring customer satisfaction, and enhancing service delivery through effective communication and technical expertise. The manager will work closely with various internal teams to resolve inquiries, monitor service performance, and provide training on EVS products.

Responsibilities

• Serve as the primary point of contact for customers, providing expertise, advice, and management of requests.
• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution, and restoration.
• Gather data on incident trends, hardware and software failures, and resource utilization.
• Develop and maintain technical documentation in relevant systems and ensure timely reporting on service levels.
• Proactively monitor services and performances with KPI metrics.
• Trigger internal preventative escalations when cases are at risk and coordinate proactive health checks and onsite interventions.
• 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.
• Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients.
• Facilitate the configuration and installation of products, systems, solutions, and equipment.
• Provide coaching, assistance, and advanced technical training to colleagues and customers on using EVS product families, systems, and applications.
• Adhere to department policies and procedures.
• Be part of the On-Call system (24/7 customer support hotline).
• Demonstrate proactivity and accountability.

Requirements

• Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
• Familiarity and/or practical experience within the Broadcast Industry.
• Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable.
• Ability to solve a wide variety of IT-Broadcast System issues.
• Operating System knowledge including Windows (Active Directory, DNS, SQL database), Windows Server, and Linux.
• Proficiency in IP computer Networking.
• 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.

Nice-to-haves

• Strong troubleshooting skills.
• Possess a strong sense of urgency while setting priorities amidst time-sensitive and sometimes stressful situations.
• Strong communication skills.
• Respect, approachability, and dedication to customer service.