Position overview:
Reporting to the VP of Global Technology for Asia Pacific. The Audio-Visual Break-Fix and Remediation Manager is responsible for overseeing and managing the break-fix and remediation activities across North Asia for all JPMC’s AV rooms and spaces. This role involves leading a team of technicians to ensure timely and efficient resolution of hardware, software, and connectivity issues related to all JPMC’s AV systems. This person will focus on maintaining high system availability and minimizing downtime through effective troubleshooting, escalation, and resolution processes, ensuring that at any point in time the bank is maximizing the value it can receive from its investment in AV equipment across the Asia Pacific region.
Key Responsibilities:
1. Team Leadership:
- Manage and provide supervision to a team of AV technicians, ensuring efficient workflow, adherence to procedures, and high-quality service delivery.
- Conduct regular performance evaluations, provide feedback, and support professional development opportunities for team members.
- Foster a positive and collaborative work environment that encourages knowledge sharing, teamwork, and continuous improvement.
2. Break-Fix and Remediation Management:
- Receive, track, and prioritize incoming AV break-fix and remediation tickets/incidents.
- Evaluate and diagnose hardware, software, network, and configuration issues related to AV systems.
- Coordinate with vendors, suppliers, and internal teams to obtain necessary replacement parts or escalate issues for advanced technical support.
- Ensure timely and effective troubleshooting, repair, and replacement of faulty AV equipment.
- Maintain accurate records of issue resolutions, equipment maintenance, and spare parts inventory.
3. Preventive Maintenance:
- Develop and implement a preventive maintenance plan for AV systems and equipment, including regular inspections and performance testing.
- Schedule and perform routine maintenance tasks, such as firmware updates, cleaning, and calibration, based on manufacturer guidelines and industry best practices.
- Identify potential system vulnerabilities, recommend and implement appropriate measures to mitigate risks and enhance system reliability.
4. Documentation and Reporting:
- Create and maintain comprehensive documentation related to AV systems, including equipment inventory, configuration details, troubleshooting procedures, and known issues.
- Generate reports on break-fix trends, resolution metrics, and system performance to identify areas for improvement and optimize processes.
- Collaborate with other teams to provide input for AV system upgrades, expansions, or replacements based on observed patterns and feedback from users.
Requirements:
- Bachelor's degree in a relevant field or equivalent work experience.
- Strong technical knowledge of audio-visual systems, including hardware (e.g., projectors, displays, microphones), software applications, video conferencing systems, control systems, and signal distribution.
- Proven experience in managing break-fix and remediation activities within the AV industry.
- Proficiency in troubleshooting AV system issues and familiarity with diagnostic tools and technology.
- Excellent leadership skills, with the ability to motivate and guide a team.
- Strong organizational and project management abilities.
- Ability to communicate effectively with technical and non-technical stakeholders.
- Knowledge of industry standards, best practices, and emerging AV technologies.
