Service Account Manager – Ipswich, UK
About Nevion
Nevion is a leader in the media industry providing award-winning media transport solutions to broadcasters, telecom service providers, governmental agencies and other industries. Nevion is a wholly owned subsidiary of Sony and is headquartered in Norway with sales and support offices in the UK, Poland, the USA, Dubai, Singapore and China.
Nevion is certified as a Great Place To Work, and we are an equal opportunities employer that is committed to diversity and inclusion in the workplace. Read more about Nevion.
Function description
Nevion is seeking a Service Account Manager to be part of the international support team reporting to the Director of Global Customer Support. The position will be based in our Ipswich office (Columba House, Adastral Park) in the UK and offers an opportunity to work in an enthusiastic, innovative team offering solutions to leading international media-based customers.
- Providing 2nd line technical support to our customers in IP networking and media transport systems with a strong IT and Broadcast working knowledge.
- Training of resellers and end-customers.
- Working in close contact with the Nevion Development and Product Management teams to optimize customer solutions
- Following up Service Level Agreements, fulfilling KPI obligations.
- Act as a primary point of contact for key service accounts, developing and maintaining a strategically important relationship whilst also producing reports and attending regular meetings.
- Product and system testing for pre- and post-sales delivery.
- Ongoing 1st and 2nd line technical support of legacy equipment (training provided).
- Working in close contact with our 1st line Support, R&D teams, Product Management and Global Sales teams to provide optimal support for our customers.
Technical qualifications
- Technical Degree and/or experience in the Broadcast Engineering sector.
- Practical and theoretical experience in traditional broadcast technologies (Video, Audio and Data).
- Practical experience of working with broadcast IP technologies (ST2022, ST2110, NMOS, AES67).
- Network switch certifications and experience of configuring and troubleshooting Networking
- Infrastructure (Cisco, Arista and Mellanox/Nvidia switches).
- Practical experience of troubleshooting in a Linux environment (Red Hat, CentOS).
- Understanding of the OSI model.
- Experience in Database Administration.
- Experience with virtualization / containerization technologies (Hypervisors, VMware, Docker).
- Preferably Python scripting experience.
Personal Qualifications
- Fluency in spoken and written English is essential.
- Able to perform tasks independently.
- Self-motivated, enthusiastic and keen to learn.
- Flexible team player.
- Solution oriented.
- Systematic approach to problem solving.
- Excellent written and oral communications skills.
- Experience delivering consistently excellent customer service.
General Terms
- We offer a salary commensurate with qualifications and experience.
- Pension contribution and other benefits are offered within the role.
- Some international travel activity is to be expected.
- Some requirement for working during unsociable hours is expected (additional remuneration).
- Successful candidates will be expected to join our 24/7/365 on-call rota after a successful induction period (additional remuneration).
- Applicants must be legally eligible to work in the UK at the point of applying.
Prospective candidates should apply contacting directly Craig Butler, Nevion’s Director of Global Customer Support, email: [email protected]
Nevion, Columba House, Adastral Park, Ipswich, IP5 3RE, UK