Technical Support & Professional Services Manager (m/f/d)

About the Position

RIEDEL Communications is the leading provider of live production tools in the media, sports, and entertainment sectors. To cover our customers’ needs holistically, we are divided into three business units: Product Division, Managed Technology & Riedel Networks.

Our Product Division develops, produces, and distributes audio, video, IT, and communication solutions. With our live production tools for the media, sports, entertainment, and corporate industries, we deliver a wide range of high-quality and state-of-the-art products that are among the most innovative of their kind in the industry.

Join us as Technical Support & Professional Services Manager (m/f/d) on this exciting journey and experience the fascination of Riedel Communications in action.

Responsibilities

• Lead and manage the Technical Support and Professional Services engineering team in the APAC region in alignment with the Manager Customer Success, APAC.
• Take ownership of the successful coordination and delivery of technical support and professional services, including project management, commissioning, and training activities; including configuration, testing, and validation at customer site for Riedel portfolio and 3rd party products.
• Engage in customer relationship and Customer Success initiatives, particularly for Service Level Agreement (SLA) customers, ensuring high service quality and long-term partnerships.
• Manage and resolve customer technical escalations in close collaboration with Sales and Customer Success Management teams.
• Engage in new product introduction (NPI) technical training to identify areas of support requirements and processes.
• Collaborate with Sales and Pre-Sales teams on technical response sections for RFP/RFI tenders and contribute market insights on industry trends and competition.
• Represent the company at customer-facing engagements and industry events such as trade shows, panels, and key market events.

Requirements

• Bachelor’s degree in Information Technology, Software/Electrical Engineering, Computer Science, or a related field.
• Minimum 3 years of experience in sales engineering, pre-sales, technical support, or professional services.
• Management experience and ability to lead cross-functional teams.
• Strong understanding of Broadcast and Media technology markets.
• Knowledge of audio, video, and IP technologies and standards (e.g., AES3, AES67, ST 2110, NMOS, PTP).
• Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-6, NMOS, PTP).
• Knowledge of IP technologies and standards (TCP, UDP, IGMP, VLAN, PTP, with Cisco or Arista certification preferred).
• Proficiency with CRM and collaboration tools (e.g., Salesforce, Atlassian Jira/Confluence, Microsoft 365, Teams).
• Willingness to travel internationally (approx. 25–35%).

We Offer

• Life and Work balance through our flexible working time system including mobile working in a hybrid model.
• Career booster with numerous individual development and training opportunities.
• Diversity is very important to us, at RIEDEL we focus on an open working atmosphere, inclusion is part of our Culture – it is about the people and their personality that matters.

We’re contributing to your career development. We’ll encourage you to try new roles and experience new settings. By helping our people to reach their potential, we frequently support them to find skills they never knew they had, or make career moves they never thought possible.

About the Company

RIEDEL stands for equal opportunities and diversity! We are looking forward to getting to know you as you are – far away from any pigeonholing.

Need technical help with your Riedel equipment? We have the team to help!

First, share some contact details with us so we know who we’re working with, then we’ll get into the technical details.

• 产品 - 内线通话 - Audio - 视频 - Control - 蜂窝网络

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