VP Operations NALA

Scope

VP Operations Americas is responsible for ensuring our customer success through the quality and execution of the technical services and front-line service operations teams. This role provides organizational leadership and management guidance to evolve operations while supporting new and existing solutions, products, and services. This position requires the ability to drive process improvements while motivating the technical team to meet the daily challenges of a customer-focused, deadline-driven environment. A strong commitment to employee development (including an emphasis on selection and retention) and an exceptional level of dedication, motivation, and intelligence. Practical communication skills and a solid technical and analytical aptitude are required.

This position is a leadership role in the NALA regional organization:

• Ideally, with experience in hands-on, tactical responsibilities requiring a broad technical knowledge of Computing/Networking, broadcast systems, and EVS product solution workflows.
• Act as the primary go-to person for all field service and operational service staff in the region.

EVS prides itself on its level of customer support, and thus this role is expected to act on its own initiative, communicating with other departments, where necessary, to resolve issues. This role is a direct customer-facing position, conveying the EVS standards & messages to our customers.

Job Description

• Lead local Technical & Operations teams: Tier 1, Tier 2 support.
• Manage the first level of local hierarchical escalations related to support and service operations when applicable.
• Local team scheduling; planning of customer service activities.
• Ensure the local team is adequately trained and maintain an updated skill matrix of members.
• Maintain close relationships with the sales team.
• Maintain close relationships with key clients.
• Provide product & solution management with feedback to improve our products, solutions, and workflows.
• Develop and adhere to policies, standards, and processes.
• Use of standard templates for support and implementation activities.
• Activity tracking for support and services.
• Manage and coach a team, motivate employees through feedback, empowerment, and talent management, stimulate team cooperation and mobility, and ensure succession planning, utilizing the tools, services, and procedures of corporate HR.
• Provide insight and visibility into the local department. Contribute to the weekly reviews with HQ.
• Identify operational gaps in NALA local offices and provide feedback to SVP Customer Success NALA and CXO.
• Participate in service interventions such as system upgrades, configuration changes, and preventive maintenance actions.
• Oversee the On-Call systems (24/7 customer support hotlines) and Service operations of EVS SaaS offerings in conjunction with global operations of EVS.

Profile

• College or University degree in Broadcast engineering, TV Production, computer science, or a related field preferred.
• Minimum of 5+ years of experience in technology support-related field.

Technical skills

• Existing knowledge and skills with EVS product offering in at least one of our solution categories preferred.
• 2-5 years of experience managing customer service operations with demonstrated progressively increasing responsibility.
• Ability to apply advanced technical concepts to customer business problems.
• Strong communication and interpersonal skills and the ability to communicate technical concepts, design, and program strategies clearly and effectively.
• General Technical knowledge of the following:
  • Understanding of broadcast production and technologies and industry vendors.
  • Familiar with best practices in various business models of deployment and services operations
• Cisco CCNA or Microsoft MCSE a plus.
• ITIL4 or equivalent ITSM knowledge and certification preferred.

Soft skills:

• Must work well individually and in a team without close supervision.
• Self-motivated, detail-oriented, and organized.
• Excellent communication and listening abilities.
• Strong interpersonal and presentation skills.
• Enthusiastic, personable, with strong leadership qualities.
• Ability to travel to customer sites occasionally and to EVS headquarters annually as needed.
• Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

Languages:

• Fluent in English
• Knowledge of other languages is an asset

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance.

EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobilities and a wide range of trainings. We encourage our motivated talents with a friendly, lively, and inclusive environment.

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