Description
Are you interested in working on products at the very cutting edge of technology? Want to join Vicon, an Academy Award®-winning company, and the world’s largest supplier of precision motion capture and tracking systems?
Vicon is the world leader in motion capture technology, developing high performance software and hardware products for the entertainment, engineering and life science industries. Vicon products have been used in major feature films, games, and commercials, and Vicon is a crucial measurement tool for biomechanics, robotics, and cutting-edge science. We have offices in Oxford, Denver, Los Angeles and New Zealand.
Vicon is a subsidiary of Oxford Metrics Plc.
We have an immediate opening for a Support Delivery Manager. The role is mid-level management and has line management responsibilities for a team comprising of Support Leads, Senior Application Engineers, Application Engineers, Customer Support Engineers and a Customer Support Coordinator.
The role reports to the Head of Global Sales.
The focus of the role is overseeing the delivery of customer and internal support within geographical regions serviced by Vicon Motion Systems Ltd (Rest of World).
The Support Team structure is 2 small teams headed by a Support Lead, which are market/application focused:
· Life Sciences and Engineering applications
· VFX and VR applications
A Support Coordinator works with both teams to coordinate projects and schedule requests. Some activities are collaboratively shared between the 2 teams.
Technical mentoring and development of each team is the responsibility of the relevant Support Lead. All other people management activities and management of a shared space is the responsibility of the Support Delivery Manager.
As an experienced manager, they ensure that the Support Leads are well-equipped in managing their teams’ development.
They work closely with the Customer Support Coordinator to ensure cross-market consistency across support processes and ensuring that the Support Team meet the defined Quality Objectives.
The role requires working closely with the Customer Success Manager and other managers in Sales and Support, some based in the US, to develop Objectives and Key Results (OKR) which align with other departments and the company strategy. They also work across this team to drive a roadmap of improvements for the support processes.
Key Responsibilities
· Line management
o Ensure 121 meetings are regularly happening with all staff and between Engineers and their Support Lead
o Ensure goals are being set and reviewed for all staff
o Time off approval
o Expense approval
o Annual appraisal, salary and bonus scheme review
· Customer Support
o With other managers, development of a Service Level Agreement (SLA) for Support
o Ensure that the Support Team are responding to calls and support cases against the SLA.
o Point of escalation for complaints
o Oversight of complex ongoing cases handled by the team
o Cover for the Customer Support Coordinator’s scheduling processes
· System installation and training
o Ensure that the Support Team are following established installation processes
o Reviewing and signing off Installation Checklists
· Shared customer demonstration space
o Ensure that the space is kept tidy and available for use
o Infrastructure change management
o Purchasing of equipment
o Approval of requests to use
· Training and mentoring
o Mentor the Support Leads to develop
o Ensure that that Support Leads are mentoring their direct reports and considering crossover knowledge between VFX/VR and LFS/ENG
o Ensure that external training for the Support Team is clearly defined by stakeholders such as Regulatory Compliance.
o Ensure that all training is logged in the HR system (bob)
· Budgeting
o Work within the budget review process run by the Finance Team
o Regularly review cost centre reports with the Finance Team
· Recruitment
o Assess ongoing Support staffing needs
o Place requests for new hires as required
o Review candidates working closely with Support Leads
o Coordinate interviews working closely with Support Leads
· Reporting
o Ensure that metrics on Support activity are available as required by stakeholders (PM, Sales, Compliance, Marketing)
o Responsible along with other managers for establishing processes that ensure metrics are accurate
· Quality and Regulatory
o Ensuring the Support Team meet the processes defined in the QMS
o Attending meetings with external auditors
Required Skills, Knowledge and Expertise
· 5+ years of experience in managing or team-leading in technical support and customer service
· Experience of scheduling a team of staff who undertake international travel
· Management of staff working remotely or hybrid
· Demonstrable ability to develop processes within a Quality Management System
· Knowledge of and ability to develop SLA, KPI and OKR
· Ability to understand technical detail at a high level for software and hardware
· Confident communicator to all levels of management and other teams.
Benefits
· Competitive salary
· 10% Company Pension
· 25 days Annual Leave + Bank Holidays
· Life Cover
· Private Medical with Optical / Dental Insurance
· Permanent Health Insurance
· Cycle to work scheme.
· Free On-site Parking
Ever since 1984, Oxford Metrics has been enabling the interface between the real world and its virtual twin. It was in that year we introduced our first Vicon motion capture system and we’ve been providing a bridge between the physical and digital world ever since.
We have a track record of creating value by incubating, growing and then augmenting through acquisition, unique technology revenue streams. Today we have around 10,000 active customers in 70+ countries including some of the biggest names in healthcare, research, sports, engineering and entertainment.