Onsite Team Lead

The AVI-SPL Onsite Team Lead works in partnership with AVI-SPL Customer(s) to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience. The team leader role is accountable for the management of the Onsite team and customer relationship. They oversee the onsite delivery team to ensure that contracted services are delivered in accordance with agreed expectations and Service Level Agreements. This person will be able to lead, manage and develop all onsite resources and will be located in the India office. They will be responsible for creating a positive team culture and be able to motivate the team to deliver professional and consistent levels of service.

Job Summary: Organise the team s daily work schedule in order to provide comprehensive coverage for all user support requirements To be capable of supporting all key operational roles To accurately and quickly diagnose and escalate problems and faults To ensure all work is performed to company standards and in adherence to pre-defined SLA s and that quality techniques are practiced To collate statistical information such as room usage, requests type, and OSR performance Delivery and management of AV events within purpose-built event environments Review administrative processes and recommend improvements as necessary Responsible for overflow of work as dictated by business needs Maintain current and acceptable procedures for all assigned task Setup/breakdown of conference spaces to meet the customers event needs