Employment Opportunity

Title:Director of Technical & Professional Services
Reports to: Vice President, Revenue and Growth

Employment Opportunity

Title:
Director of Technical & Professional Services

Reports to:
Vice President, Revenue and Growth

SFM provides an equitable, inclusive, and growth-focused environment for our staff, and we are looking to hire motivated individuals to join our team!

Why Choose SFM?

At SFM you’ll get to play a part in a stimulating industry that sits at the intersection of art, communication, and technology. You will be surrounded by a team of passionate people that instill everything they do with contagious vigor.  Come, contribute, learn and be part of an industry going (and growing) through transformative change where modernization and diversification are key to our success, so if you’re keen to learn, be heard & empowered, expand your skillset, and are ready to roll up your sleeves and have fun, reach out to us! SFM provides an equitable, inclusive, and growth-focused environment for our staff, and we are looking to hire motivated individuals to join our team!

What You’ll Have at SFM:

  • Progressive, flexible work arrangements with benefits such as:
    • A company-wide 4-day work week—a first in our industry
    • Hybrid work model
    • Flex-time arrangements
    • 30-day per year allowance to work from anywhere, globally
  • Car charging stations on premises.
  • Discounted employee pricing on products from the brands we distribute.
  • Extended health benefits.
  • A place at an organization that has perennially achieved status among Canada’s Best Managed Companies.

Job Statement

The Director of Technical & Professional Services is responsible for SFM’s technical support and professional services operations. The position is both operational and entrepreneurial in nature, requiring a solid technical understanding of the core technologies applicable to the unified communications and live production space (including IT technologies) and associated vertical markets. In addition, the position requires an in-depth understanding of the structures, processes, and tools necessary to repeatedly and consistently deliver exceptional customer experiences at all stages of the customer journey, including the development of professional and managed service products that allow us to form deeper, ongoing relationships with our customers at the service and support level.

Responsibilities

  • Manage and architect the growth and expansion of a team of technical service & support professionals. Achieve and maintain a working, technical knowledge of our industry’s core technologies to provide full top level technical support and service, both remote and onsite.
  • Manage customer technical relationships as required and work with internal resources to ensure a high level of customer satisfaction.
  • Take ownership of unresolved technical issues and work with a cross-functional team to provide avenues for resolution.
  • Manage the technical support, solutions specialist, and field services functions as a unified services offering (managers and teams), including identifying and integrating third-party service providers into the workflows.
  • Select, hire, manage and terminate additional technical support and field services technicians as required.
  • Work with the Sales and Marketing teams, propose frameworks for conducting field service work, execute service contracts, administer software support agreements, and develop professional and manage service products relevant to the needs of the market.
  • Establish technical support procedures that meet the needs of our customers:
    • Define levels of support for each of the primary product lines and training requirements for each level.
    • Determine escalation procedures for issues that cannot be resolved by the first person to answer.
    • Define processing requirements: an online CRM system, paperwork, electronic, documentation, and tracking.
    • Define resolution requirements and follow up procedures
  • Manage staffing levels to meet hours of operation as assigned, to provide coverage from 9 AM to 5 PM Eastern Standard Time. In addition, set up procedures and staff to evolve to a 24 × 7 × 365 support and service coverage platform at a future date.
  • Develop and manage new technical training for new or existing technical support team members.
  • Control all technical documentation including user manuals, FAQs, technical bulletins, and resolutions
    • Oversee the creation, maintenance, and curation of our internal knowledge bases (technical support, services and project procedures, client self-rescue).
    • Curate, audit, and provide guidance to the department’s use and contributions to the CRM, project management portal, and support ticketing systems.
  • Establish systems and processes for monitoring trends on support and training issues: equipment failures, faulty bridges, firmware issues, typical installer issues, and software bugs.
  • Other duties and responsibilities as assigned.

Qualifications

  • In-depth knowledge of the key technologies underpinning the unified communications and live production spaces (including IT technologies).
  • Minimum 5-years’ experience managing technical field personnel in the live production, unified communications, or IT spaces.
  • Experience in implementing and/or managing CRM, time-tracking, or service ticketing systems.
  • Proven ability to take a “customer-first” approach in designing innovative solutions for delivering support and services.

What we do

SFM is an award-winning* and industry-leading distributor and go-to-market service provider for the pro audio, musical instrument, live entertainment, and media production industries. This means we help ensure that inspiring brands like Shure, QSC, Pioneer DJ, Moog, and Casio are well represented in the Canadian market. Our company began over 40 years ago with a passion for the music industry and commitment to our staff and customers, and this continues today. We owe our success to an innovative and flexible approach, as well as the strong connections we build with the people we serve. SFM provides an equitable, inclusive, and growth-focused environment for our staff, and we are looking for highly motivated individuals to join our team!

If you have these qualities and would like to join our team, we’d love to hear from you! Just send your CV by e-mail. If this position isn’t for you, and you know of someone who would be interested, we invite you to forward this position to them.

*SFM has been awarded Canada’s Best Managed Companies, an internationally recognized and leading business management award by Deloitte for four consecutive years running.

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