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About the Role

The Technical Lead is responsible for the intermediate setup and operation of small to large-scale audiovisual systems in a hospitality environment, ensuring complete customer satisfaction. This position reports to an Operations Manager, Operations Director, or Director of Event Technology.

Responsibilities

• Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment.
• Troubleshoot technical issues and resolve problems quickly as they arise.
• Comply with all Company security and safety measures.
• Ensure equipment is secure from theft and/or damage when in use.
• Provide excellent service and strive to exceed the expectations and needs of internal and external customers.
• Be a leader, mentor, and coach for other Technicians on Encore’s Delivering World Class Service philosophy.
• Maintain a positive relationship with all clients through effective communication.
• Meet with guests on site to ensure that their needs are met, and the equipment setup is working properly.
• Monitor events and check in on customers throughout the day.
• Understand and foster the hotel/client relationship.
• Understand the technical aspects of the job and demonstrate advanced operational ability to troubleshoot and problem solve with equipment and software issues.
• Anticipate equipment challenges and changes in a timely and professional manner.
• Understand company processes, follow procedures, and complete systems entry and paperwork accurately.
• Use the equipment sheets to determine the equipment scheduled for set up and for strike.
• Interact with other staff and outside vendors for equipment.
• Increase revenue by utilizing floor up-selling techniques.
• Work with clients to finalize invoices.
• As needed, work within Encore systems and applications.

Requirements

• High school diploma required, Associate’s degree is preferred.
• 2-3+ years of customer service or hospitality experience is preferred.
• 2-3+ years of audio-visual experience is required.
• A valid driver’s license is required for team members in positions that may operate Company vehicles.
• External applicants must meet/validate and achieve/complete all training and certifications required for this position, within 60 days of start date.
• Internal applicants must meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program in their current position, and for the position they are applying to.
• Additional DOT requirement may need to be met if applicable.
• Must be able to lift 50 lbs.

Skills

• Hospitality
• Ownership
• Demonstrates Self-Awareness
• Ensures Accountability
• Decision Quality
• Manages Complexity
• Collaborates

Location

• Hotel
• Warehouse

Work Type

• On-call status
• Irregular hours

Experience Level

• Intermediate
• 2-3+ years

Education Level

• High school diploma
• Associate’s degree

About the Company

• Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust.
• The working conditions will vary between moderately quiet to noisy volumes.
• Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders.
• Team members may be asked to work in multiple hotel locations.
• Work is performed at event venues as well as in a warehouse environment.
• When in the Warehouse, work will be completed in an environment with exposure to outdoor temperatures and to dirt, sand and/or dust.
• The working conditions will vary between moderately quiet to noisy volumes.
• Team members may use high-end audio-visual equipment and electrical components.