A Rewarding Job for You..
We are looking for a
Service Operations / Helpdesk Professional
- (Manager Level)
- (Audio Visual Industry)
- Service Delivery Manager or above level to work on client’s site in Central
- Lead up a team of 13 AV technicians and service coordinators.
- Daily functions will include answering and documenting calls, escalating to next level support, communicating with users, troubleshooting and solving hardware/software problems
- Responsible for meeting contractual service level agreements (SLA) and helpdesk performance criteria’s.
1. Account Management
Act as single point of contact for all clients’ requests, providing timely acknowledgement of requests and periodic detailed written / verbal follow-ups as warranted, including documentation of SLAs.
2. Service Management
Become Subject Matter Expert (SME) for customer support, including ongoing technical training on major supported equipment, documentation of and adherence to customer A/V standards, and transfer of information to supervised A/V Helpdesk technicians. Act as the single point of contact for Verrex and the customer regarding status of service requests, open / closed service issues, and resource allocation of A/V Helpdesk technicians
3. Equipment Management
Manage and delegate onsite inventory of spare A/V equipment and consumables, including ongoing needs analysis, and maintaining recommended stock levels
4. Technician Management
Directly manage onsite team of A/V Helpdesk technicians, including timesheet, expense and vacation approvals in accordance with Verrex Standards and in consideration of customer contractual requirements and schedules. Coordinate scheduling of additional offsite A/V service and install technicians as needed through other Service Managers
Candidate’s requirements:
1. Knowledge/Proficiency at using / supporting, or demonstrated capability of learning the skills necessary to use / support the following:
- Plasma and LCD Displays
- LCD and DLP Video Projectors
- AMX and Crestron Control Systems
- Cisco (Tandberg) and Polycom VTC Codecs
- Audio Amplifiers, Switchers, and Routers
- Computer Interfaces, Scan Converters and Scalers
3. With ability to manage/prioritize multiple simultaneous tasks independently and adapt to a rapidly changing environment.
4. Excellent customer service skills, self motivation, and team player attitude are a must.
5. Ability to interacting with high level executives on a daily basis and must feel comfortable to work in a high pressure environment.
6. Experience supporting Audio and Video Teleconferences (AV/VTC) systems preferably
7. A Pleasant, approachable Appearance.
8.Candidates coming from Call Centre, Hospitality with less experience in AV industry are also welcome to apply.
To Apply:
- We are an Equal Opportunity Employer.
- Please send your WORD.doc resume with current and salary expected, via email to dkwok@verrex.com
- All information received will be treated as strictest confidence. Data collected will be used for recruitment purpose only.
Address: 133 Cecil Street #16-01, Keck Seng Tower, Singapore 069535
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