Digital Signage Customer Help Desk Manager

Job Description

Job Description

Kollins Communications has a challenging and rewarding opportunity in Ramsey, NJ for a talented individual to fill this position as a Digital Signage Help Desk Manager in our Digital Services department. This department supports all the digital signage, point-of-sale (POS) electronics design, and video post-production systems in a 24/7 environment. This includes overseeing installation, maintenance, and technical support for all digital signage systems, as well as managing a team of technicians and customer support representatives.

Our ideal candidate is someone who takes extreme pride in their work, enjoys dealing with people, and wants to develop a career in 4K-8K video technology that spans professional video production and engineered point-of-sale digital signage systems.

Responsibilities and Duties

Manage customer expectations along with the company’s ROI for on-site activity during installation, on-going maintenance, and configuration of integrated technology systems.

• Develop and maintain relationships with customers and field reps, ensuring excellent service delivery and exceeding client expectancies.
• Oversee the installation and maintenance of digital signage systems across multiple retail locations, ensuring all systems are installed correctly and functioning as intended.
• Work with technicians and customer support representatives.
• Monitor digital signage system performance and respond to any technical issues or maintenance needs in a timely manner.
• Work with internal teams to develop and execute service plans that keep up with changing technology.
• Ensure all client and internal communications are professional and prompt, including regular updates on service delivery, issues, and resolutions.
• Proactively identify opportunities to improve the efficiency and effectiveness of digital signage services, recommending changes to internal processes and systems as needed.

Qualifications and Skills

• Bachelor's degree desired in Information Technology, Electrical Engineering, or related field.
• Have a minimum of 5 years’ experience in electronic systems, installation, or service.
• Positive can-do attitude with the ability to wear many hats.
• Familiarity with BrightSign media players, programming and network is a real plus.
• Ability to visualize the sequence of work and convert it to a measurable plan and schedule. Knowing your way around Microsoft 365 applications and Teams.
• Ability to work under pressure, assess multiple demands, and manage priorities.
• Ability to communicate effectively in person and via email, phone, or text to varied audiences.
• Ability to capture data and present reports on uptime, persistent issues, resource allocation, etc.
• An understanding of signal flows and control systems for distributed audio, video, and digital signage systems and the ability to diagnose and troubleshoot problems.
• Reliable transportation, a valid driver’s license
• Actual experience working with a team of technicians and customer support representatives.

Excellent organizational and leadership skills with the desire to set an example for others to follow.

Company Description

Kollins Communications is curated by over 50 years of innovative marketing communications from concept to consumer. We are an aggressive firm that partners with businesses and organizations to evolve, promote and protect their brands and reputations. Our success comes from our smart, passionate and curious people, who communicate and solve complex business problems day in and day out.

We specialize in solving our clients’ needs with experiential approaches to video, e-media, digital signage, web support, photography, printed materials, retail point-of-sale displays, trade show and event support — We service major companies but for sanity our accounts include beach bars and motorsports.

Kollins Communications is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status or any other basis prohibited by law.

Company Description

Kollins Communications is curated by over 50 years of innovative marketing communications from concept to consumer. We are an aggressive firm that partners with businesses and organizations to evolve, promote and protect their brands and reputations. Our success comes from our smart, passionate and curious people, who communicate and solve complex business problems day in and day out. \r\n\r\nWe specialize in solving our clients’ needs with experiential approaches to video, e-media, digital signage, web support, photography, printed materials, retail point-of-sale displays, trade show and event support — We service major companies but for sanity our accounts include beach bars and motorsports.\r\n\r\nKollins Communications is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, gender, sexual orientation, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, military status or any other basis prohibited by law.