TFC / Delivery Manager

NEP Group

The purpose of the TFC / Delivery Manager is to lead and oversee the commissioning processes and provide comprehensive support for TFC projects and systems within the NEP US region. This role ensures that all commissioned systems meet the required standards and specifications, are delivered on time, and operate efficiently and effectively. The TFC / Delivery Manager will also be responsible for managing the support team, addressing client concerns, troubleshooting issues, and ensuring continuous improvement in the quality of support services provided. This role is crucial for maintaining high levels of customer satisfaction, optimizing system performance, and ensuring seamless project transitions from commissioning to operational phases.

• People Management:
  
  • Lead the US TFC commissioning team that will consist out of TFC commissioning and support engineers and relevant third-party customers TFC engineers.
• Project Commissioning:
  • Oversee the commissioning of new TFC installs and projects to ensure they meet design specifications and performance standards.
  • Develop and implement commissioning plans, procedures, and protocols for the TFC support team
  • Coordinate with project managers, broadcast engineers, systems integrations and other stakeholders to ensure seamless integration and functionality of systems.
• Support Management:
  • Manage KPI s and SLA s that have been agreed with third-party customers
  • Lead and manage the local TFC support team to provide timely and effective assistance to clients and internal stakeholders.
  • Develop and maintain TFC support processes, including issue tracking, resolution, and reporting.
  • Ensure high levels of customer satisfaction through prompt and effective issue resolution.
• Quality Assurance:
  • Conduct thorough testing and validation of systems during the commissioning phase.
  • Ensure compliance with industry standards, safety regulations, and company policies.
  • Identify and address any discrepancies or issues during the commissioning process.
• Client Interaction:
  • Act as the primary point of contact for clients during the commissioning and support phases.
  • Provide regular updates and reports to clients on project status and support activities.
  • Address client concerns and feedback promptly and effectively.
• Continuous Improvement:
  • Analyze support data and feedback to identify areas for improvement in commissioning and support processes.
  • Implement best practices and innovative solutions to enhance system performance and support services.
  • Train and mentor team members to improve their skills and knowledge.
• Manage Support Requests:
  • Oversee the support ticketing system, ensuring all requests are logged, prioritized, and addressed promptly.
• Troubleshoot Issues:
  • Diagnose and resolve technical issues during both the commissioning and operational phases.
• Provide Training:
  • Conduct training sessions for clients and internal teams on system operation and maintenance.
• Prepare Documentation:
  • Create and maintain comprehensive documentation for commissioning activities, support processes, and system configurations.
• Monitor System Performance:
  • Continuously monitor system performance and reliability, implementing corrective actions as needed.
• Report Generation:
  • Generate regular reports on commissioning progress, support activities, and system performance for internal and client review.
• Stay Updated:
  • Keep abreast of industry trends, technological advancements, and regulatory changes relevant to commissioning and support activities.

4. OTHER RESPONSIBILITIES

• Attend regular stand-up meetings and report on progress of assigned issues and tasks as

directed

• Organize support for developed software including writing manuals and operating procedures

as well as front-line support

• Reasonable travel as directed to meet with other developers and to deploy software within

the group

• Manage vendors and third party suppliers.
• Liaise and consult with clients as required.
• Give direction and ensure key responsibilities and tasks are completed on time both effectively and efficiently from the team.
• Fulfils the key responsibilities of the position.
• Adheres to all company policies and procedures including work health safety policy, procedures, regulations, and standards of safety.
• Responds to all client enquiries (by phone/email/face to face within 24 hours)
• Completes the necessary paperwork for all work / job transactions.
• Reporting of any client complaints to the Product Manager.

5.QUALIFICATIONS & OTHER INDUSTRY REQUIREMENTS

• Education: Bachelor s in Engineering, Media Tech, or IT
• Experience: 5 10 years in broadcast/media systems commissioning & support
• Advanced programming and operation of the Production Switcher/Vision Mixer
• Advanced programming and operation of Record Replay devices
• Advanced programming and deployment of all IP equipment based on ST2110.
• Superior fault finding of equipment failures.
• Advanced understanding of TCP IP and Networking