Associate Entertainment Client Support Manager

TAIT is the Market Leader in designing, constructing and delivering world-class solutions for live experiences.

Whether it's creating awe-inspiring spectaculars, complex touring stages, theatre engineering solutions, brand activations or cruise ship installations, TAIT delivers world-class solutions for live experiences and events. With its proprietary entertainment automation platform, custom-made products, and creative engineering, TAIT's cutting-edge offerings continue to advance industry standards and exceed client expectations. As a global network of over 900 employees in 14 office locations, TAIT has worked on projects in over 30 countries, all 7 continents and even outer space.

TAIT's diverse group of clients include Taylor Swift, Cirque Du Soleil, The Metropolitan Opera House, NASA, National Geographic, Beyoncé and The Olympics.

Position Purpose

Associate Support Managers provide courteous, professional, prompt, exceptional service, and support to TAIT’s diverse clientele. As an Associate Support Manager, you collaborate with Support Manager and various departments and teams to develop the right solutions to customer concerns.   The work involves partnering with the Senior Support Manager and Support Managers on client requests providing support tailor-made to the client’s system sustainment and vision. Associate Support Manager work with Senior Support Managers and Support Manager on, but not limited to, arranging site inspections and visits, part repairs, part ordering, and assisting with client needs assigned by the Support Management Team.

Responsibilities 

• Follow TAIT HSE and global Service & Support policies and procedures.
• Partner with Support Managers to maintain client relationships ensuring clients are satisfied with the services provided
• Collaborate with Support Managers to manage client expectations to agree on clear scope, schedule, and contract.
• Maintain support management processes and client processes to ensure jobs, schedule and scope are met.
• Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.
• Collaboration with the technical integration teams and project teams in the TAIT organization to help meet the clients needs.
• Manage and schedule resources in collaboration with the senior 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.
• Work within a global team of technical support professionals delivering the best in support services to our clients.
• Cover and support other Support department members when required
• Demonstrate continuous diplomatic effort to improve operations, streamline work processes and work cooperatively with other departments.

Position Requirements 

• A customer first mindset focused on efficiency, honesty, high standards, and customer satisfaction
• A teamwork driven approach to problem solving based on openness and humility
• An eagerness to continuously improve our services, processes, and practices
• Able to work proactively, taking initiative where necessary and with minimum supervision
• Right to work in the UK
• Experience working in a customer support or management role preferably in the entertainment industry
• A customer-first mindset focused on efficiency and customer satisfaction
• Developing leadership and management skills
• Working knowledge and understanding of the entertainment industry and technical systems.
• Plans, organizes, and schedules in a productive manner.
• Proficient in written and verbal communication skills with a level of honesty and integrity
• A teamwork-driven approach to problem-solving
• Demonstrates ability to quickly and proficiently understand and absorb new skills and information
• Excitement and passion for their work; has a “can-do” attitude
• Strong willingness to work hard and sometimes outside of normal business hours to get the job done.