Client Support Manager

Department: R&D Location: Burlington, ON, Canada

Responsibilities

• Act as Customer Account Manager for large and small Evertz Customers
• Manage Service Level Agreements and ensure all commitments are met
• Obtain and organize all customer documentation and diagrams
• Provide regular reporting for customer system performance and incidents
• Lead recurring customer update meetings
• Manage small teams of engineers, focused on customer related issues
• Prioritize workload and delegate effectively to qualified resources
• Ensure team adheres to all approved processes and procedures
• Act as an escalation point for EvTOC team
• Facilitate escalations to the management and other internal Evertz teams
• Plan, organize and lead customer project deployments
• Lead continuous process improvement and ensure documentation is updated accordingly
• Highlight training requirem...