Senior Services Manager – EMEA/APAC - Germany Munich.

Senior Services Manager – EMEA

Based Germany

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Managing a team of Services Engineers distributed throughout EMEA
• Coordinating resource allocation with managers in other regions and the Director of Global Services to ensure resources are scheduled for onsite installation and support obligations
• Managing customer expectations and maintaining ongoing and regular communications thereby ensuring customer satisfaction
• Partnering with and developing positive relationships with representatives from other company departments including Product Management, Development, Sales and Pre-Sales
• Generating SOWs, cost estimates, architectural diagrams, technical requirements, and systems acceptance tests for customised solutions
• Acting as the technical subject matter expert and managing complex customer installations, migrations, upgrades and replacement of competitor solutions
• Assisting customers with API integrations into our server and client solutions and establishing a set of reusable best practice guides
• Installing, configuring, testing and troubleshooting the Company's hardware and software products at customer sites worldwide
• Coordinating with Product Management, Engineering and QA teams to replicate, escalate and resolve more complex installation and support issues.
• Providing product training to customers and partners, as needed
• Assisting Sales team with conference calls, trade shows and on-site visits
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• QUALIFICATION REQUIREMENTS

• BA in Computer Science, Electrical Engineering or equivalent preferred
• 5 - 7 years of web application development as a Professional Services Engineering Lead or Manager
• Fluency in English
• Ability to manage multiple projects simultaneously and prioritise tasks for you and your team
• Experience estimating effort and scope for custom software developments
• Strong background in  Linux, relational databases (Oracle, MySQL, PostgreSQL, etc.) and TCP networking
• Strong skills with Microsoft Visio (or similar) network diagramming tools.
• Proven ability to excel under tight deadlines and in a fast paced environment with minimal supervision
• Strong customer facing skills, an ability to communicate complex technical solutions to executives as well as other stakeholders at customer site and an ability to defend your solutions and recommendations
• Excellent critical thinking, written, verbal communication and presentation skills
• Ability to travel internationally and domestically 25-50% of the time

PREFERRED QUALIFICATIONS

• Familiarity with MPEG-based Internet streaming media, VOIP, cable, satellite and terrestrial broadcast solutions
• Experience with consumer DRM solutions, such as Microsoft PlayReady, Adobe DRM, Apple Fairplay
• Prior experience working for large-scale systems integrators and consulting firms
• Prior experience working in any of the following industries: content security, IPTV, DVB, digital media, Internet TV, online video, mobile
• Fluency or working knowledge of a foreign language
• Experience working with a globally distributed team

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