AV Manager

Location: Redwood Shores
Job Title: AV Manager
Reports to: IT Manager

Hours: Monday – Friday 8:30AM to 5:30PM

General Description
A full time, global position focused on AV solutions and support for our infrastructure, meetings, and events. Oversee support and maintenance of our in-house AV systems, and peripherals to ensure optimal performance and uptime. Identify areas for automation and focus on design, development, and evaluation of automation. Manage support staff, continuing development of meeting room systems, technologies, and events. Lead IT communities focused on future standards and knowledge sharing.

Key Skills & Responsibilities

1. Manage and mentor a team of AV engineers to ensure they are meeting their goals and providing a positive employee experience.
2. Ensure exceptional AV support and a white glove service to our customers, primarily focused on C-Level, Executives, and other VIPs, for end-user meetings, conferences, and events.
3. Set and implement standards for all EA sites.
4. Perform analysis and diagnosis of complex AV issues for our infrastructure and recommend and implement solutions.
5. Ensure routine preventive maintenance and maintain functional aspects of A/V systems, ensuring a ready to use state.
6. Build and maintain proactive relationships with key stakeholders (including C-Level, Executives and VIPs) within company business units that we support and work with, ensuring business objectives are met.
7. Manage vendors and maintain vendor relationships.
8. Place and escalate vendor service calls when necessary to resolve hardware or software failures.
9. Knowledge, understanding, and hands-on experience of video conferencing including support for Zoom conference calls and webinars.
10. Knowledge of production equipment and broadcast.
11. Understanding of production terms and roles within live events, including A1, V1, Technical Director.
12. Understanding and knowledge of operating audio and video equipment during live and hybrid events (including Digital audio Mixers, wireless microphone management, screen switching, PTZ cameras, Lighting control, content management, remote participant management, etc.)
13. Familiarity with product lines including Crestron, Extron, Samsung, BiAmp, Clearone, QSC / Q-SYS, D&B sound system, Shure, Yamaha CL5, Barco (E2), High End Systems, Neat, Poly, Cisco, BrightSign, etc.
14. Perform analysis and diagnosis of complex AV issues, demonstrating expertise in AV signal flow and systemic troubleshooting methods to efficiently identify root cause and resolve issues for end users as well as our infrastructure, and recommend and implement solutions.
15. Familiarity/certification with IP network audio systems (such as Dante).
16. Maintain, refine, and create AV systems documentation in Google Drive, Teams, etc.
17. Identify opportunities to improve existing processes through refinement and/or automation.
18. Ensure compliance with company processes, methods, and procedures.
19. Participate and/or lead IT projects with the ability to complete tasks independently.
20. Valuing being a part of a best-in-class service team.

Required Qualifications

1. Bachelor’s degree or professional training/certifications related to areas of responsibilities or equivalent work experience.
2. 5+ years of experience in all aspects of professional AV support.
3. Exceptional leadership, coaching, communication, and interpersonal skills.
4. Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
5. Commitment to providing exceptional service to customers and support to staff members.
6. Experienced in AV design engineering.
7. Strong experience with audio and video conferencing technologies.
8. Troubleshooting and support experience with AVoIP, DSP, control, digital signage and video wall systems.
9. Excellent communications and client service skills, with consistent follow-through.
10. CTS Certification.
11. Understanding of development and consumer game consoles.
12. Ability to coordinate and communicate at all levels within the organization.
13. Ability to manage vendors and ensure deliverables are met.
14. Tech Savvy – Ability and passion for learning new technology and tools.
15. Excellent Customer Support skills.
16. Self-starter, self-motivated, able to work under minimal supervision.
17. Remote/On-site flexibility.
18. Able to lift 50 lbs.