Account Executive
Biffa
Helpdesk and Field Services Manager
AVI-SPL
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $87,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage and support a team of Technical Support Engineers
- Oversee attendance, scheduling, and shift coverage to maintain seamless service assurance
- Act as an escalation point for customer issues and internal inquiries
- Serve as a trainer, mentor, and coach for both technical and administrative development
- Develop, enhance, and maintain documentation including SOPs, training materials, and process guides
- Ensure adherence to customer and company documentation standards and reinforce compliance within the team
- Stay familiar with customer/partner MSAs to ensure process alignment
- Deliver consistent service levels across the team and maintain compliance with contractual SLAs
- Monitor and support achievement of individual and team KPIs
- Collect and analyze performance data, implement corrective actions when needed
- Translate organizational objectives into clear, motivating team goals
- Provide objective, balanced feedback and recognize team achievements
- Promote collaboration, maintain morale, and drive a positive team culture
- Coach, mentor, and support team members’ professional development
- Communicate updates and expectations clearly and confidently
- Ensure team members maintain a skills gap analysis and personal training plan, reviewed regularly
- Conduct regular 1:1 meetings and contribute to performance reviews
- Build productive relationships with key customer stakeholders
- Maintain active cases in personal queue as needed
- Contribute to root cause analysis (RCA) documentation and preventative actions for performance issues or SLA violations
- Participate in internal and external projects as required
- Address underperformance and behavioral concerns in partnership with leadership
- Participate in interviews and hiring discussions
- Lead by example by setting high standards and modeling an energized work ethic
Requirements
- High school diploma or equivalent required; bachelor’s degree in Computer Science, Business, or related field preferred
- Minimum 5 years of professional experience in a technical service or support organization within the Audio/Visual or Unified Communications industry
- Minimum 2 years of management or supervisory experience in a service organization, with responsibility for people management, customer escalations, and service delivery metrics
- Demonstrated experience leading technical teams in high-volume, SLA-driven environments
- Experience working directly with enterprise customers, managing escalations, and collaborating with cross-functional service teams
- Strong ability to resolve conflict and maintain constructive relationships across all organizational levels
- Strategic thinker with structured problem-solving skills
- Capable of balancing multiple priorities in a fast-paced, service-driven environment
- Works independently and ensures deadlines are consistently met
- Excellent organizational skills with strong attention to detail
- Clear and professional communication skills (written and verbal)
- Customer-focused mindset with proven client communication abilities
- Ability to handle sensitive and confidential information appropriately
- Proficiency with Microsoft Office (Word, Excel, Outlook)
- Must be able to communicate clearly in person and by phone
- Frequent use of hands for typing, handling, or operating office equipment
