Onsite Manager

Responsibilities

WHO WE ARE:

 

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

 

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

 

The AVI-SPL regional onsite maintenance manager will provide on-site AV support at a designated customer location, working in close partnership with the customer, AVI-SPL management, Global Helpdesk, and the wider regional support team. This person will be responsible for managing the onsite team in their region and driving the agenda for the region as set out by the client. The regional manager is the point of contact between the client and the vendor in their region.

 

This person will be the manager in the wider regional customer team based at the London campus. They will be responsible for the onsite and EMEA regional teams and ensure all teams are delivering on contract SLA’s and provide reporting / escalation to management.

 

Essential Duties and Responsibilities

 

• Ensure all regional maintenance teams are delivering on contract SLA’s
• Management of the onsite and regional maintenance teams
• Ensure completion of skill gap analyses and training plans
• Be main point of contact with internal client departments such as the network and corporate services teams to ensure SLA’s are met and service continuity is maintained.
• Provide service level and performance reports
• Work with team leaders and managers of maintenance teams in APAC, India and North America to ensure consistency of services across the regions
• Attend meetings with clients and present data and analysis on contract performance
• Managing local AV assets in line with Morgan Stanley policy
• Provide subject matter expert support to the maintenance teams globally
• Management of small projects work as defined in the scope of services
• Provide reporting around ticket queue and SLA’s
• Highlighting to the client immediately any issues that may impact the Morgan Stanley multimedia estate in line with agreed SLA’s
• Manage team rotas to ensure site coverage in line with SLA’s
• Review client multimedia estate and highlight potential technology risks
• Maintain and report on critical hardware spares in stock for client
• Ensure teams have all the tools, software and training to carry out their duties
• Interview new candidates for open positions at client site
• Organise and execute small projects from a project management and a technical point of view
• Maintain and enhance documentation (SOPs, runbooks, handbooks)
• Complete familiarity with, and adherence to, standard business practices and procedures.
• Work with Customer support departments, AVI-SPL Global Helpdesk, AVI-SPL support teams and AVI-SPL Account Team to provide proper resolution options.
• Adhere to and understand local safety standards for all site duties, eg Manual Handling, Working at Height, Health and Safety training.

Skills and Abilities

• 5+ years’ experience maintaining AV systems and video conference systems
• Strong AV/Computer networking knowledge
• Provide technical leadership for the onsite maintenance team
• Strong communicator with ability to define technical problems clearly and concisely
• Crestron trained to troubleshoot and support code updates
• Ability to write and edit DSP programs including biamp
• Gather and analyse system logs and system settings for codecs, control systems, mixers, and complex broadcast equipment as needed
• Perform bench repairs on faulty hardware where possible
• Demonstrated experience managing teams or projects in the Audio Visual, Construction, Technology or related industry
• Demonstrated knowledge of technical, contractual, and construction documents
• Creative problem solving and investigation skills to identify complex problems and generate solutions
• Effective communication and interaction skills
• Proficiency with Microsoft Office (Word, Excel, Outlook), Microsoft Project (or other project scheduling software).
• Ability to prioritise tasks and be able to work under pressure
• Able to take ownership and be accountable

Education and/or Experience

 

• Proven project management or team leadership experience
• Strong technical knowledge of AV systems, signal flow, and troubleshooting techniques
• Experience with video conferencing platforms (e.g., Zoom, Teams, Cisco and Creston)
• Excellent communication and interpersonal skills
• Formal manufacuturer qualifications including Cisco, Biamp, Crestron, NEC and Dante
• Cisco networking qualification
• Minimum of a High School Diploma or equivalent preferred

Working Environment

 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment.

 

Physical Requirem

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

• The employee must be able to lift and/or move up to 60 pounds, be able to climb ladders up to 20 feet tall and be able to work in small spaces and on uneven surfaces. The employee is frequently required to talk or hear. The employee is frequently required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.

 Direct Reports

• This position does not have direct reports

 

Work Hours

 

40 hours - Mon – Fri, be flexible to work after hours and weekends when required.

AVI-SPL reserves the right to alter work hours and work location as deems necessary

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state or local law

 

 

More about us:

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.