RIEDEL Communications

Technical Support – Professional Services Manager

RIEDEL Communications

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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About the role

  • You lead and manage the Technical Support and Professional Services engineering team in the APAC region in alignment with the Manager Customer Success, APAC.
  • You take ownership of the successful coordination and delivery of technical support and professional services, including project management, commissioning, and training activities; including configuration, testing and validation at customer site for Riedel portfolio and 3rd party products.
  • You engage in customer relationship and Customer Success initiatives, particularly for Service Level Agreement (SLA) customers, ensuring high service quality and long-term partnerships.
  • You manage and resolve customer technical escalations in close collaboration with Sales and Customer Success Management teams.
  • Engage in new product introduction (NPI) technical training to identify areas of support requirements and processes.
  • You collaborate with Sales and Pre-Sales teams on technical response sections for RFP/RFI tenders and contribute market insights on industry trends and competition.
  • You represent the company at customer-facing engagements and industry events such as trade shows, panels, and key market events.

Requirements

  • Bachelor’s degree in Information Technology, Software/Electrical Engineering, Computer Science, or a related field
  • Minimum 3 years of experience in sales engineering, pre-sales, technical support, or professional services
  • Management experience and ability to lead cross-functional teams
  • Strong understanding of Broadcast and Media technology markets
  • Knowledge of audio, video, and IP technologies and standards (e.g. AES3, AES67, ST 2110, NMOS, PTP)
  • Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-6, NMOS, PTP)
  • Knowledge of IP technologies and standards (TCP, UDP, IGMP, VLAN, PTP, with Cisco or Arista certification preferred)
  • Proficiency with CRM and collaboration tools (e.g., Salesforce, Atlassian Jira/Confluence, Microsoft 365, Teams)
  • Willingness to travel internationally (approx. 25–35%)
Benefits
  • Life and Work balance through our flexible working time system including mobile working in a hybrid model
  • Career booster with numerous individual development and training opportunities
  • Diversity is very important to us, at RIEDEL we focus on an open working atmosphere, inclusion is part of our Culture - it is about the people and their personality that matters
  • We’re contributing to your career development. We’ll encourage you to try new roles and experience new settings.
  • By helping our people to reach their potential, we frequently support them to find skills they never knew they had, or make career moves they never thought possible.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementconfigurationtestingvalidationaudio technologiesvideo technologiesIP technologiesbroadcast technologycustomer technical escalationsnew product introduction
Soft Skills
leadershipcustomer relationship managementcollaborationcommunicationproblem-solvingteam managementcustomer success initiativesservice quality assurancemarket insightscross-functional team leadership
Certifications
Cisco certificationArista certification