VP Support, NALA

Scope

At EVS, we pioneer LIVE production solutions that create return on emotion.  Our cutting-edge solutions are relied upon by global broadcasters, streamers, and venues to expertly deliver live content. As our team continues to grow, we are seeking a Head of Technical Services to support our valued customers by overseeing our Tier 2 and Technical Account Management teams. This is a highly customer-facing role, responsible for communicating EVS’s vision, capabilities, and product portfolio to our clients. Key responsibilities include providing strong technical support, leadership, advising both customers and internal teams, and ensuring all inquiries are resolved in a timely and effective manner. This leader will leverage diagnostic and problem-solving skills, along with thoughtful workforce allocation, to triage and escalate issues appropriately. By taking ownership of response times and final issue resolution, the Head of Technical Services will uphold our service level commitments and help drive exceptional customer satisfaction.

Job Description

• Serve as the secondary point of contact for customers, providing technical assistance, expertise, advice, and management of requests through various channels including the customer support portal, phone, email, and onsite assistance.
• Oversee the investigation and diagnosis of incidents, problems, queries, and change requests
• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, restoration, follow-up of the resolution, and handover to Teir 3, if necessary, through proper escalation procedures.
• Lead and nurture Tier 2 and Technical Account Management teams to ensure professional development of all support personnel grows.
• Work across the entire range of EVS products, developing a deeper technical knowledge on the product family to properly address issues internally and externally.
• Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
• Take ownership of escalated service requests, ensuring monitoring, tracking, and ongoing communication with clients.
• Collaborate with Project Management to facilitate project implementation.
• Collaborate with Solutions Architects to ensure proper review of proposals and sales initiatives.
• Needs to influence and convince stakeholders.
• Lead Customer escalations and be point of contact for elevated issues.
• Provide coaching, assistance, and technical training to colleagues and customers on using EVS product families, systems, and applications.
• Adhere to department policies and procedures.

Profile

• 5+ years leadership experience in a customer support environment.
• Experience in customer facing meetings, escalations and correspondents.
• Practical experience in methods and techniques to perform technical support at an advanced level within a tiered environment.
• 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.
• Knowledge of ITIL best practices preferred
• Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards.

Must Have

• Team player, motivated, and proactive.
• An Analytical and problem-solving mindset.
• Ability to identify different technical issues and clearly document them.
• Strong troubleshooting skills.
• Possess a strong sense of urgency while setting priorities amidst time-sensitive and sometimes stressful situations.
• Demonstrates resilience and maintains a positive, solutions-oriented approach in high-pressure 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).

Offer

Joining the EVS team means not only receiving a competitive salary commensurate with your skills and the market but also gaining access to a range of wellness and healthcare benefits. EVS provides you with the tools to develop your skills and advance your career through internal mobility opportunities. You'll thrive in a friendly, dynamic environment with ambitious commercial objectives.

Check out our website if you want to know more about why you should join EVS !