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This is a diverse internal role combining strong technical support and customer service elements, representing AWE as a key part of our customer-facing team, aiding the development and support of our brands.
Suits a strong organiser and communicator who will be responsible for providing a high standard of technical support and training to our trade customer base. With a mixture of top audio-visual brands sitting alongside more specialist installation-oriented brands, the Technical Manager / Senior Technical Support Executive will have tasks including: 
• Manage and coordinate the technical support department 
• Provide second tier tech support via phone, email, and other methods 
• Accurate tracking and logging of tickets and providing end to end service and reporting to customers, manufacturers and third parties 
• System specification - producing technical schematics, floor plans, power requirements and cable lists 
• Training of installers
• Planning and setup in-house and event display systems 
• Supporting Tech Support Executive with RMA testing and assessment 
• Provides pro-active service support through to conclusion
• Manages customer/supplier tech escalations, ensuring excellent communication and timely resolutions
• Business Development Support via technical demonstrations to installers and their end-users
• Make suggestions and manage CPD for AWE staff 

Requirements:

• Excellent knowledge of residential networking 
• Experience of control systems configuration 
• Excellent communication, telephone, email, and customer focused service skills 
• Good working knowledge of MS Office packages 
• Ability to manage their own time resource efficiently, working as part of a wider team 
• Valid driving licence & passport 
• 3+ years residential electronics service, support or installation 
• Strong interpersonal skills 
• Accurate spelling and grammar

Desirable: 
• Visio / CAD skills 
• Experience in training presentation, either virtual or in-person