Technical Services Manager

A Holistic View of Post-sales Implementation Delivers Results

Oversight of the entire video solution is essential for base lining the service health of your deployment. Successful management requires visibility into aspects of the deployment that extend beyond a specific piece of hardware. Without accurate data, it is impossible to base decisions on factual service impacting trends, or create reliable risk assessments in regards to supporting technologies.

Solution

A TANDBERG Technical Services Manager (TSM) partners with the customer to provide a holistic view of the post-sales implementation of the entire video solution. The TSM oversees the identification and resolution of any service-impacting issue regardless of where it may fall in the solution. This often involves working with carriers and network providers as well as any manufacturer to make sure there is an expedited resolution to any service-impacting event. These events are captured and reported back to the customer for standing reviews in order to develop trend analysis and build better success ratios in order to grow or maintain the solution.

The TSM will also provide software release note briefings to identify specific feature sets and functionality enhancements that impact the customer's specific application. These are tailored to the customer's solution so that as a group, an informed decision can be made on whether or not to upgrade a specific piece of software. They will also act as a liaison between customer and product support team in regards to feature request and service escalations. This ensures that there is visibility not only in resolving outstanding issues isolated into code development, but also gain visibility into the development cycle in order for proper technology roadmaps to be developed. By insuring the overall stability of the solution, the TSM will be in a position to also provide reoccurring executive briefings on the service health of the TANDBERG solution within the customer's environment.