AxiioTek
Our client, a leading Audio-Visual Systems Integrator, is seeking an experienced Technical Support Manager to lead and develop their AV service and support department in Geneva. This is a key leadership role responsible for managing a team of six AV technicians, optimizing technical support operations, and ensuring outstanding service delivery for clients across Switzerland and beyond.
The ideal candidate has a strong technical background in video conferencing and meeting room technology, combined with proven leadership and process-management experience.
Key Responsibilities
- Lead, mentor, and develop a team of six AV support technicians, ensuring high performance, accountability, and professional growth.
- Design, implement, and maintain structured processes for managing support tickets, service requests, and maintenance contracts.
- Ensure that all support and service procedures are followed consistently to deliver a high standard of customer care.
- Collaborate closely with project management and sales teams to define and recommend appropriate maintenance contracts and service-level agreements (SLAs) for clients.
- Oversee preventive and corrective maintenance schedules for installed AV systems.
- Track and report on key performance metrics, such as ticket resolution times, customer satisfaction, and contract renewals.
- Ensure that the support team is equipped to troubleshoot and maintain video conferencing and meeting room systems, including: Microsoft Teams Rooms, Zoom Rooms, Webex, and Google Meet
- Hardware ecosystems such as Crestron, Logitech, Poly, Cisco, QSC, Biamp, and Shure
- Control and monitoring platforms such as Crestron Fusion, XIO Cloud, and Extron Global Scripter
- Support continuous improvement of internal systems, documentation, and customer communication.
- Act as an escalation point for complex technical issues, assisting with troubleshooting and client resolution when necessary.
- Maintain strong relationships with technology partners and vendors to stay up to date with product updates and best practices.
Skills and Experience
- Proven experience in technical support or service management within the AV integration industry.
- Strong understanding of video conferencing, UCC platforms, and meeting room solutions.
- Hands-on technical knowledge of AV networking, control systems, and diagnostics tools.
- Previous experience in a leadership or team management role, ideally managing technicians or service engineers.
- Excellent organizational and process-driven mindset, with the ability to build and enforce support workflows.
- Strong communication and customer-facing skills, capable of explaining technical topics clearly to non-technical stakeholders.
- Fluent in French and English (spoken and written); additional languages are a plus.
- Based in or willing to relocate to Geneva, Switzerland.
What’s on Offer
- A leadership opportunity within a respected AV integrator known for its high-quality installations and customer service.
- The chance to build and shape service processes and elevate the customer support function.
- Work with cutting-edge collaboration and AV technology across corporate and institutional clients.
- A collaborative, international team environment with strong career growth potential.
- Competitive salary and benefits package.
To apply: Please send your CV to Rossana.Martucci@axiiotek.com
