Audio Visual EMEA Onsite Supervisor
Job Description
Role Overview
\n\nCombine technical expertise with excellent client management skills, ensuring seamless day-to-day operations, consistent service excellence and proactive support across all AV services at all EMEA JPMC sites. Demonstrate a keen interest in computer science and emerging technologies (including AI) experience in developing software or automations would be an advantage as we continue to advance and adopt new technology moving forward.
\n\nKey Responsibilities
\n\nTechnical
\nOversee all onsite AV systems including event spaces, video conference meeting rooms, portable systems etc
\nServe as a technical point of escalation for complex AV issues, collaborating with Remediation to assist the team in resolving faults promptly
\nProduction of SOPs, training manuals, and other ad-hoc support documentations as needed.
\nBe prepared to provide setup, testing and duration support to events that may need assistance, either due to resourcing issues or to provide a higher level of technical ability
\nKeen interest in computer science / AI and new technology trends; software development or automation experience is advantageous and will support continuous improvement across the service
\n\nOperations
\nDirect line management of technicians
\nSupervise daily, weekly and monthly service operations including meeting room checks, PMR checks where scheduled, reporting, permits etc
\nResourcing: In collaboration with the EMEA Operations Manager and EMEA Onsite Manager, assigning resources to events, meetings, and other activities, ensuring appropriate levels of resource are maintained whilst being economical and efficient with both additional resources and overtime.
\nInbox Management: Tasking ownership and ensuring all emails are replied to in a timely fashion
\nContribute to service reviews, providing insights and recommendations of content to display.
\nSupport: Providing operational support when requested by the EMEA Operations Manager and EMEA Onsite Manager and cover during their absences.
\nProducing reports on volumes, recharge, team efficiency and ad-hoc as requested
\nStakeholder Management: Ensure that the relationship between proAV and JPMC is a positive one maintaining a strong, trust-based relationship with end users, stakeholders and other JPMC contractor teams
\nAttending daily and weekly team meetings ascertain resource, technical requirements, room health status, AV charges, etc.
\nWeekly events scheduling forecast – staff requirements, training requirements
\nStaff rota and holiday requests
\nIncident management: manage the incident process lifecycle as per client GMS internal processes in respect of BAU & Event Technician work
\n\nResource Admin
\nOnboarding: Onboarding of badged (CW) resources
\nPermit Vetting: Permit Vetting (PV) resources
\nE-Permits: Tracking PV resources and status on e-Permit
\nManagement of compliance requirements and time frames for onboarded and permit-vetted resources
\nChecking and validating overtime forms
\n\nInvoicing Admin
\nOpening PO requests on Ariba
\nCollaborating in the invoicing process
\nAriba orders
\n\nBilling Admin
\nCost-center reconciliation, checking validity of cost centers
\nEMEA cost center allocation
\nChasing and escalating aged invoices
\nProducing monthly reports for billing documents within the first 2 working days of each month (subject to change, previously communicated)
\nProviding information necessary for billing to internal proAV teams (addresses, tax numbers, requestor names, legal entities, etc.)
\n\nGeneral Admin
\nRequesting quotes for travel, getting client approval, and confirming cost centres
\nArranging purchase orders for suppliers via appropriate proAV departments
\n\nAbout Us:
\nproAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.
\nFrom reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.
\nWe are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.
\nFrom our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.
\n\nEquality, Diversity & Inclusion:
\nproAV is an equal opportunity employer that is committed to supporting and promoting an inclusive culture for all employees and job applicants. We want everyone to feel comfortable being themselves and create a culture where we understand and respect each other’s differences. proAV does not tolerate discrimination based on age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We make employment decision based on the needs of our business and the qualifications and/or experience of the individual. proAV offers personal and professional development opportunities, not just through traditional qualifications, but also through Apprenticeship schemes, internal training and mentorship programmes. We support employees and job applicants with their work-life balance through our family friendly policies and practices. We encourage all to apply.
