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About the Role
Lead the North American support team for an award-winning manufacturer of professional audiovisual distribution, control, and IT solutions. This role oversees daily support operations, manages escalated technical issues, and collaborates with cross-functional teams, requiring strong AV and networking expertise combined with leadership and troubleshooting skills.
Responsibilities
- Lead and support the North American technical support team.
- Oversee customer inquiries across phone, email, live chat, and ticketing systems.
- Provide technical guidance on AV product installation, configuration, and troubleshooting.
- Manage Tier 2 escalations and coordinate with engineering to resolve complex issues.
- Conduct customer site visits and attend InfoComm and regional partner events as needed.
- Collaborate with engineering, product development, and sales to address product issues and improve solutions.
- Report to technical leadership and support regional business objectives.
- Maintain high standards of customer service and team performance.
Requirements
- Minimum 5 years of Pro AV industry experience in technical support or a similar role.
- Strong knowledge of AV over IP, control systems, network switches, matrix switchers, and presentation switchers.
- Excellent networking knowledge and ability to troubleshoot complex AV systems.
- Basic programming knowledge and experience with visual programming tools.
- Proven leadership, communication, and team management skills.
- Strong problem-solving abilities and a customer-focused approach.
- Willingness to travel for customer visits and industry events.
- AMX, Crestron, Extron, or Q-SYS programming experience or certification.
- Experience with Node-RED or visual programming tools.
- AVIXA CTS certification or equivalent.
- Experience mentoring technical teams and collaborating with engineering or product development.
Skills
- AV over IP
- Control systems
- Network switches
- Matrix switchers
- Presentation switchers
- Networking
- Troubleshooting complex AV systems
- Basic programming
- Visual programming tools
- Leadership
- Communication
- Team management
- Problem-solving
- Customer-focused approach
- AMX programming
- Crestron programming
- Extron programming
- Q-SYS programming
- Node-RED
- AVIXA CTS
Experience Level
- 5 years of Pro AV industry experience
About the Company
- Award-winning manufacturer of professional audiovisual distribution, control, and IT solutions.
- Delivers innovative AV technologies and integrated solutions.
- Committed to product excellence and customer satisfaction.