Client Support Manager

TAIT partners with artists, brands, IP holders and place makers to bring culture-defining, never-before-seen experiences to life. With a legacy of innovation spanning over 45 years, TAIT has grown from pioneering in rock ‘n’ roll concert staging to setting the global standard for extraordinary live events and experiences through cutting-edge technology, precision engineering, and creative design. TAIT’s 20 global offices have developed iconic productions and experiences in over 30 countries, all seven continents, and even outer space for renowned performers, theme parks, exhibits, and venues across the globe, including partnerships with Taylor Swift, Cirque Du Soleil, Royal Opera House, Nike, NASA, Bloomberg, Google, Beyoncé, and The Olympics

Position Purpose

The Support Manager provide courteous, professional, prompt, exceptional service, and support to TAIT’s diverse clientele. As a Support Manager, you are accountable for collaborating with various departments and teams to develop the right solutions to customer concerns.

The work involves considerable client contact with an emphasis on providing support tailor-made to the client’s system sustainment and vision. Support Managers work with clients on, but are not limited to, arranging site inspections and visits, part repairs, part ordering, and assisting with the management of clients' support agreements.

Essential Responsibilities / Accountabilities

• Maintain customer relationships while advocating on behalf of the customer and the TAIT company.

• Provide feedback from customers on product quality and features.

• Follow TAIT QHSE and global Service & Support policies and procedures.

• Maintain client relationships ensuring clients are satisfied with the services provided.

• Manage and exceed client expectations to agree on clear scope, schedule, and contract.

• Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.

• Manage site teams, negotiate changes and variations where applicable ensuring that the project is executed in a timely, cost-effective, profitable, and professional manner.

• Collaboration with the technical integration teams and project teams in the TAIT organization to help exceed the client needs.

• Manage and schedule resources in collaboration with resource management teams.

• Work proactively, taking the initiative where necessary and with minimum supervision.

• Identify, source, and supply spare and replacements parts in partnership with other TAIT departments.

• Structure and process qualitative and quantitative data and draw insightful conclusion from it in a timely manner.

• Work within a global team of technical support professionals delivering the best in support services to our clients.

• Visit sites and meet with clients to maintain relationships and develop new ones when required.

• Demonstrate continuous diplomatic effort to improve operations, streamline work processes and work cooperatively with other departments.

• Adhere to all company safety policies and procedures.

• Attend meetings, seminars, and training sessions as required.

• Perform assigned duties according to the policies and expectations prescribed by the company.

To perform this position successfully, each essential responsibility/accountability must be fulfilled satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the responsibilities and accountabilities outlined above.

Other duties may be assigned to meet business needs.

Behavioral Competencies

• Team Leadership: Ability to lead and motivate a team to achieve departmental goals.

• Communication: Strong communication skills for effective team collaboration and reporting.

• Problem-Solving: Proficiency in identifying and addressing issues within the team or department.

• Performance Management: Skill in setting clear performance expectations and providing feedback.

• Time Management: Effective time and resource management to meet deadlines and objectives.

• Adaptability: Ability to adapt to changing priorities and work environments.

• Delegation: Skill in delegating tasks and responsibilities to team members.

• Conflict Resolution: Managing conflicts within the team and fostering a positive work environment.

• Decision-Making: Sound decision-making skills within the scope of the team or department.

• Customer Focus: Ensuring products or services meet customer needs and expectations.

Minimum Qualifications

• HS Diploma or G.E.D. equivalent; Associates or Bachelors degree preferred

• 5+ years experience working in a customer support or management role preferably in the entertainment industry.

• Experience planning projects with complex logistics and hard deadlines.

• Proficiency in MS Office Suite.

• Familiarity with Enterprise Resource Planning (ERP) system (e.g. Epicor) and customer service ticketing service platform(s) (e.g. Salesforce)

• Proficient in written and verbal communication skills with a level of honesty and integrity

• Strong willingness to work hard and sometimes outside of normal business hours to get the job done.

• Comfortable providing feedback from customers on product quality and features to internal stakeholders

• TAIT markets, especially cruise ship venues, theatres, and theme parks, strongly preferred.

Working Conditions and Physical Effort

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The employee regularly operates a computer, including typing, using a mouse or keyboard, and viewing the screen for extended periods. While the role does not require regular lifting or physical exertion, there may be occasional onboarding programs or training opportunities that create opportunities for more exposure to physical tasks or new environments (sites, venues, etc.).

Work conditions of the role are:

• Work conditions may involve moderate exposure to unusual elements such as dirt, dust, fumes, unpleasant odors, and/or loud noises.

• Work environment involves some exposure to hazards or physical risks which require following basic safety precautions.

• Must be able to wear and properly utilize appropriate personal protective equipment (PPE) to work within or visit areas where required. This includes, safety glasses, reflective vest, ear plugs, safety toed shoes, and other PPE as required by the location.

Salary: $80,000 - $95,000 commensurate with experience.

TAIT Benefits:

• Competitive medical, dental, and vision insurance plans

• Health Savings Account (HSA) with employer contributions (HDHP plans)

• Flexible Spending Accounts (Medical & Dependent Care)

• Employer-paid life insurance with optional supplemental coverage

• Employer-paid Short-term with optional long-term disability insurance

• 401(k) retirement plan with company match

• Paid parental leave

• Employee Assistance Program (EAP)

• Wellness stipends

• Voluntary benefits (e.g., accident, critical illness)

• Paid vacation and 12 holidays

#LI-AW1

TAIT is an equal opportunity employer fully committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected characteristic as outlined by international, national, state, or local laws.