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Jobs details

Technical Account Manager (Australia, Sydney)

Description

  • Providing advanced level technical consultation while resolving technical inquiries relating to the EVS product families
  • Responsible for defining professional service needs and authoring statements of work
  • Directly overseeing the delivery of professional services
  • Developing and implementation of preventive and predictive maintenance to reduce issues
  • Provide advice regarding replacements of customer product(s) and pursue appropriate course of action after troubleshooting
  • On-site customer visits according customer’s region and needs
  • Provide advanced operational & technical knowledge, including guidance & training, (both internal/external)
  • Training & workflow guidance as it relates to Sales/Support
  • Act as a key point of contact for assigned accounts by providing knowledge of entire end to end workflows
  • Provide client support and technical issue resolution on-site, via phone, and email
  • Provide accurate documentation of workflow analysis & requirements on key product initiatives
  • Act as key escalation point for all technical issues encountered, as related to assigned accounts
  • Quick decision-making skills and ability to act independently while in a broadcast environment
  • Categorizing and submitting customer issues through the customer support ticket system
  • Respond to customer technical issues and inquiries
  • Take full ownership and control of issues and continuously improve the support services to maintain a high level of customer satisfaction
  • Reproduce and escalate issues. Implementing root cause analysis to identify and correct system faults
  • Simultaneously manage multiple customer cases in a demanding environment, while resolving issues using company tools and internal knowledge base
  • Accurately and completely document encountered problems and solutions, submitted results through our internal ticketing systems
  • Act as Product contact with regards to products assigned
  • Provide leadership and in-depth product knowledge
  • Maintain up to date knowledge and coordinate with HQ Product managers on releases and hardware changes
  • Monitor product defects, trends, and issue occurrences in the region
  • Properly document encountered problems and their solutions submitted through our internal ticketing system
  • Full coordination with the local support engineers (T1 or T2)

Requirements

  • Degree in Broadcast Engineering, TV Production, Audio/Video or equivalent - Electronic or computer qualification/certification required
  • Knowledge of networking (LAN and WAN)
  • Strong trouble-shooting skills ranging from software configurations to hardware related issues
  • A solid understanding of broadcast production and broadcast technologies
  • Computer OS knowledge of DOS, Windows, Lynx, MacOS, MS Office (Visio, Word, Excel, etc)
  • 3-7 years of existing EVS Product knowledge is required for this position
  • French or another language would be an asset but is not essential

Australian Entity Employer

EVS Australia PTY Limited

Location

Pacific Hwy CROWS NEST NSW 2065

Salary range

$100k-$120k

 

Technical Account Manager

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