Suitcase TV ramps up customer support function

Suitcase TV, a leader in IP technology for broadcast, has announced some recent strategic changes to staffing that will add strength and expertise to the customer support department. The move gives Sarah Deas and Shaun Hirst additional responsibilities to ensure that Suitcase TV’s support function continues to deliver the highest level of after-sales service for which it is renowned.

Sarah, who many will recognise from her previous role as Senior Account Manager, takes on the role of Business Services Manager, which will see her managing the commercial and customer facing aspects of the customer support department. In particular, she will be responsible for ensuring that customers receive clear and concise resolutions to their queries in a timely manner. Sarah will continue to work with Suitcase TV customers directly and will be looking at ways to expand the client services offered.

“My previous experience in very customer facing roles puts me in an excellent position to manage training and mentoring programmes,” explains Sarah. “I’m eager to raise the profile of the customer service department internally and with our clients. So assisting the more junior engineers with their apprenticeship qualifications and empowering the team are major objectives.”

Also changing role is Shaun Hirst who becomes Technical Services Manager / Senior Developer. In his new position, Shaun will continue his development role and, in addition, will ensure that Suitcase TV’s support operations are equipped to address technical issues efficiently and confidently. Shaun will work with Sarah to provide governance on procedures and will edify the team by delivering a robust level of guidance and assistance as necessary. Shaun will also play a crucial role in implementing new internal business systems where required.

Fraser Jardine, commercial director at Suitcase TV comments: “Jointly, Sarah and Shaun bring a wide range of customer facing and workflow skills as well as vast technical experience, and will be a huge benefit in ensuring the support team works to best practices and has the internal support it needs to deal efficiently with complex customer issues.”

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