Position Purpose
The Support Manager provides courteous, professional, prompt, and exceptional service and support to TAIT’s diverse clientele. They collaborate with various departments and teams to develop the right solutions to customer concerns, focusing on client contact, site inspections, part repairs, part ordering, and client support agreement management.
Essential Responsibilities / Accountabilities
- Maintain customer relationships while advocating on behalf of the customer and the TAIT company.
- Provide feedback from customers on product quality and features.
- Follow TAIT QHSE and global Service & Support policies and procedures.
- Ensure clients are satisfied with the services provided.
- Meet client expectations by agreeing on clear scope, schedule, and contract.
- Ensure that support tickets are kept out of breach with professional, clear, concise information for both internal and external use.
- Manage and negotiate site teams, changes, and variations to execute projects timely, cost‑effectively, profitably, and professionally.
- Collaborate with technical integration and project teams to exceed client needs.
- Manage and schedule resources in collaboration with resource management teams.
- Work proactively and take initiative with minimum supervision.
- Identify, source, and supply spare and replacement parts in partnership with other TAIT departments.
- Structure and process qualitative and quantitative data and draw insightful conclusions in a timely manner.
- Work within a global team of technical support professionals to deliver the best support services to clients.
- Visit sites and meet with clients to maintain and develop relationships as required.
- Demonstrate continuous diplomatic effort to improve operations, streamline work processes, and work cooperatively with other departments.
- Adhere to all company safety policies and procedures.
- Attend meetings, seminars, and training sessions as required.
- Perform assigned duties according to the policies and expectations prescribed by the company.
- Other duties may be assigned to meet business needs.
Reasonable accommodations may be made to enable an individual with disabilities to perform the responsibilities and accountabilities outlined above.
Behavioral Competencies
- Team Leadership: Ability to lead and motivate a team to achieve departmental goals.
- Communication: Strong communication skills for effective team collaboration and reporting.
- Problem‑Solving: Proficiency in identifying and addressing issues within the team or department.
- Performance Management: Skill in setting clear performance expectations and providing feedback.
- Time Management: Effective time and resource management to meet deadlines and objectives.
- Adaptability: Ability to adapt to changing priorities and work environments.
- Delegation: Skill in delegating tasks and responsibilities to team members.
- Conflict Resolution: Managing conflicts within the team and fostering a positive work environment.
- Decision‑Making: Sound decision‑making skills within the scope of the team or department.
- Customer Focus: Ensuring products or services meet customer needs and expectations.
Minimum Qualifications
- Degree or equivalent experience.
- Competent with working in a customer support or management role, preferably in the entertainment industry.
- Experience planning projects with complex logistics and hard deadlines.
- Understanding of budget control.
- Technical skills relevant to the projects.
TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.
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