Vislink has appointed Ian Butcher as its new Global Head of Support, a role created to enhance the way we deliver service, repairs and frontline assistance to customers across live production, public safety and defence markets worldwide. With more than 25 years at Vislink and a deep engineering background, Ian brings the technical insight and operational clarity needed to elevate our support capabilities.
We spoke with Ian about his new role and what customers can expect from the strengthened support organisation.
Tell us about your new role as Global Head of Support at Vislink.
“My role is to oversee all first-line support requests globally. That means improving communication with customers, ensuring cases are handled quickly, and allocating resources so repairs and service requests move efficiently through the system. The goal is simple: faster responses, clearer updates, and better outcomes for every customer who relies on Vislink equipment.”
What has prompted the evolution in how Vislink supports its customers?
“We recognised that our customers needed a support function that responds faster, communicates more proactively, and offers a clearer path from issue to resolution. Having a single point of contact for support is essential, and this role is part of a broader investment in customer experience – alongside the recent appointment of Raj Kotecha to SVP Global Sales and Support. The intention is to align sales, service, and long-term customer care more tightly moving forwards.”
Where will Vislink’s support operations be based moving forward?
“To ensure the best possible coverage, support will be anchored across three hubs: the UK, the US, and the Netherlands. This gives us proximity to our largest customer bases and allows for faster coordination, better time zone coverage, and more seamless access to our service and logistics teams.”
How can customers get in touch with the Vislink Support Team?
“The easiest way is through our website or by email. Both routes allow us to log your details and support request digitally straight into our system, ensuring it’s tracked, prioritised and routed to the right specialists as quickly as possible. Customers with Support Agreements can also contact us via our Support Portal.”
Tell us a little about your journey within Vislink.
“I’m an engineer by training and have spent more than 25 years at Vislink, primarily working out of our R&D base in Colchester. Over that time I’ve contributed to solutions across live production and AVDS/public safety workflows. That hands-on product experience is invaluable in understanding the challenges our customers face, and in shaping a support organisation that can solve them.”
