Meet the Expert: Nils Defossez – AV Service Manager

Meet the Expert: Nils Defossez, AV Service Manager

Behind every reliable meeting room, video conferencing system, and AV installation is a dedicated service team working to keep everything running smoothly. At Stacked AV, that responsibility sits with our AV Service Manager, Nils Defossez.

With years of experience across the audiovisual industry, Nils has built a reputation for delivering exceptional service, solving complex technical challenges, and helping organisations get the most from their AV investments. From supporting global AV operations to leading service delivery teams, he understands what it takes to keep critical systems performing at their best.

In this edition of Meet the Expert, we sat down with Nils to discuss his journey into the AV industry, the importance of preventative maintenance, emerging technology trends, and the advice he would give organisations looking to improve the reliability of their AV systems.

Q1.  Can you tell us a little about your role as AV Service Manager at Stacked AV?

As AV Service Manager at Stacked AV, my role centres on making sure our clients’ AV systems are running reliably day in, day out. I oversee service delivery, manage our support teams, and act as the bridge between our clients and our technical engineers.

Q2.  How did you first get started in the AV industry?

My first introduction was in university as a part-time event engineer. Years later, after completing a Film/TV degree and working part-time as a cinema projectionist, I moved to London and tried to get back into TV production, but the market was tight at the time. As a lot of people do, I fell sideways into the AV world, working as an Audio-Visual Technician at Royal Bank of Scotland in the City of London

Q3.  What does a typical day look like for you?

No two days are identical, which is the dynamic nature of service support. Generally, it starts with reviewing the queue and any alerts that may have come in overnight, ensuring scheduled appointments are running on time, and redirecting resources if any P1 issues arise. After that, I can grab a coffee.

Q4.  What are some of the most common AV issues organisations encounter?

Network integration is consistently one of the biggest areas where organisations encounter challenges. It requires early engagement from design right through to support level. It’s important that client network teams are brought in early and that a good working relationship is established from the project stage and carried through into ongoing support. As more AV systems integrate directly into the network, a cross-disciplinary understanding of both AV and IT helps ensure seamless end user experiences

Q5.  Why is preventative maintenance so important for AV systems?

AV systems are often only noticed when they fail, and that failure tends to happen at the worst possible moment, right before a board meeting or a client presentation. Preventative maintenance catches small issues before they become costly outages. It also extends the life of equipment and keeps systems performing as intended. It’s also a great way to capture assets and any changes that may have been missed over the previous period.

Q6.  What are the biggest technology trends you’re seeing in the AV industry right now?

Cloud-managed AV systems are becoming the norm; the ability to monitor and manage rooms remotely is transforming how we deliver service. Early integration of systems into the cloud can help speed up deployment and commissioning, let alone ongoing administration and support. With subscription costs becoming increasingly competitive across manufacturers, it’s an important tool that even SMEs should be looking to integrate as standard, not just large-scale enterprise. It’s especially valuable across multiple locations, and where support teams are centralised or spread across multiple sites and time zones.

Q7.  What advice would you give organisations looking to improve the reliability of their AV systems?

Invest in a managed service contract. It’s not just about break-fix support — it’s about having a partner who proactively monitors your systems, keeps firmware updated, and ensures your setup evolves with your business. When data is captured, user interaction and remote capabilities are in place, systems can be restored in minutes and hours rather than days.

Q8.  What qualities make a great AV service team?

A great AV service team combines deep technical knowledge with excellent communication skills. You need engineers who can troubleshoot quickly under pressure but also explain the issue clearly to a non-technical client or IT Administrator. Curiosity matters too,  the technology moves fast, and the best people are always learning. And above all, a genuine commitment to the customer experience.

Q9.  What’s the most rewarding part of your role?

When a complex room system or client’s estate just hums along, data is validated and accurate, systems are up to date and working as designed, and users are genuinely engaging the capabilities of the equipment. That seamless, invisible reliability is what we’re always striving for.

Q10.  What has been your proudest project or achievement in your AV career so far?

Establishing a 24/7 Global AV Network Operations Centre in the UK during my time as Technical Services Manager was a milestone I’m particularly proud of. It was a complex undertaking, building the processes, the team, and the technology infrastructure from the ground up. It set a new standard for how AV service could be delivered at scale.

Q11.  As a CTS-certified professional, how has certification helped you in your career?

The CTS certification gave me a solid, vendor-neutral foundation that has been invaluable throughout my career. It validates your expertise to clients and colleagues alike and gives you a common language with other AV professionals globally. The CTS renewal point system is also a great way to incentivise both Stacked and myself to remain up to date and certified on new and existing technologies every three years. It pushes you and your employer to formalise knowledge built up through experience and makes you a more rounded professional.