Job Overview: Reporting to the Director of Professional Services, the Manager of Technical Support EMEA is a vital leader within Ross Video’s EMEA Professional Services. While this role is based in-region to provide localised expertise and leadership, it functions as an integral part of the overall Global Technical Support team. This role is responsible for overseeing and developing the Technical Support department to ensure a superior customer experience across the EMEA region. You will drive continuous improvements in standards, resources, processes, and systems, ensuring Ross Video remains a market leader in technical support assistance and customer advocacy. Who you report to: Director, Professional Services – EMEA What we offer: Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here. What the job is all about: Strategic Leadership: Continue the growth and lead a regional technical support team Team Management: Responsible for the day-to-day activities of the Technical Support Team – EMEA, which includes running team meetings, scheduling of tasks (including weekend coverage), approving work, monitoring progress, coaching staff, and ticket documentation. Technical Support Lab: Responsible for the full lifecycle of rack infrastructure, including initial build, proactive monitoring, and routine maintenance, while consistently evaluating the need for hardware updates or configuration changes Process Excellence: Create and enhance support processes to ensure technical consistency, internal communication efficiency, and continuous improvement. Customer Experience: Works closely with the Director of Services, EMEA and the regional Technical Support / Commissioning Specialists / Sales Team to ensure alignment of Technical Support processes and customer experience in EMEA. Stakeholder Management: Build and maintain solid relationships with customers, suppliers, and internal stakeholders, including Product and Sales teams. Resource Management: Ensure appropriate staff coverage to meet regional demands and confirm that team members possess the necessary tools and knowledge for various market verticals, to ensure timely support responses 24/7/365 for all Ross products. Performance & Development: Conduct Performance Reviews, manage onboarding for new hires, and create defined learning and career paths for individual team members. Training & Succession: Build a highly capable technical support team. Develop internal training programs, including cross-training and succession planning, in collaboration with Product Primes for new product rollouts. Operational Oversight: Utilize Zendesk to monitor and track customer tickets and Salesforce to manage project deliverables and performance metrics. Cross-Functional Collaboration: Partner with global service delivery team to identify trends, coordinate team engagements, react to global concerns and assist with projects. Direct Support: Provide hands-on technical support services when required to resolve critical issues. Incident Management: Responsible for managing critical actions during incident management. Project Management: Collaborate with project teams to define scope and manage the transition of projects to technical support. Who you are: Understand and follow the sun concept for 24/7 technical support, including providing weekend support. Working knowledge of IP, SDI, AES, Signals. Strong knowledge of Broadcasting and IT infrastructure Ability to manage multiple assignments, set priorities, and adapt to changing conditions Excellent crisis management skills - Understand escalations paths, communication standards and manage critical actions as part of incident management. Superior customer skills, including excellent verbal and written communications Familiarity with key components used in broadcast stations High level of customer service experience Solid technical background in technical support (Broadcast, Sports & Live Entertainment, Vertical) Solid time / task management experience Passionate about the broadcast industry Strong interpersonal and observational skills Strong organisational skills and very detail oriented Self-starter, quick learner and able to work under minimal supervision Approachable, patient, calm with a desire to help others learn new objectives Ability to mitigate risk High initiative and well-developed analytical skills Must be able to work well within a team, as well as independently 10 years’ experience in a broadcast and/or A/V environment Knowledge of Zendesk, SalesForce and Jira Knowledge of the Ross family of products Familiarity with key components used in broadcast stations Track record in a broadcast management position High level of customer service experience Solid time / task management experience Strong interpersonal and observational skills Strong organisational skills and very detail oriented Self-starter, quick learner and able to work under minimal supervision Approachable, patient, calm with a desire to help others learn new objectives Ability to mitigate risk High initiative and well-developed analytical skills Must be able to work well within a team, as well as independently A want to go above and beyond for internal and external customer