Technical Services Coordinator - Ottawa Branch Office

Position Overview

Responsible for advanced level set up and operation of small to large-scale audiovisual systems in a hospitality environment while ensuring complete customer satisfaction. This position reports to  Operations Manager, Operations Director, or Director of Event Technology. 

Key Job Responsibilities 

Equipment Operation

• Assist in creating and deploying a detailed work plan for a portion of an event or entire project which identifies and sequences the activities needed to successfully complete the project as needed. 

• Review and make recommendations on both equipment and labor requirements for the event and coordinate with the operations team as needed. 

• Analyze and manage project risk to ensure customer satisfaction and that Technical and Production Standards are followed as needed. 

• Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment. 

• Troubleshoot technical issues and resolve problems quickly as they arise.

• Complies with all Company security and safety measures.

• Ensures equipment is secure from theft and/or damage when in use.

Customer Service

• Provides 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.

• Maintains a positive relationship with all clients through effective communication.  

• Meets with guests on site to ensure that their needs are met and the equipment setup is working properly.  

• Monitors events and checks in on customers throughout the day.  

• Understands and fosters the hotel/client relationship

Technical Ability

• Understands the technical aspects of the job and demonstrates advanced operational ability to troubleshoot and problem solve with equipment and software issues. 

• Anticipates equipment challenges and changes in a timely and professional manner.

Systems Knowledge

• Understands company processes, follows procedures and completes systems entry and paperwork accurately.  

• Uses the equipment sheets to determine the equipment scheduled for set up and for strike.  

• Interacts with other staff and outside vendors for equipment.  

• Increases revenue by utilizing floor up-selling techniques.  

• Work with clients to finalize invoices.  

• As needed, work within ENCORE systems and applications

Job Qualifications

• 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

• Additional DOT requirement may need to be met if applicable.

Competencies (by Core Values)

Deliver World Class Service

• Hospitality

• Ownership

Do The Right Thing

• Demonstrates Self-Awareness

Drive Results

• Ensures Accountability

See The Big Picture

• Decision Quality

• Manages Complexity

Value People

• Collaborates

Hourly Pay Range: $26.88 - $34.95

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

We use artificial intelligence (AI) tools to help screen and/or assess applications for this role. These tools analyze information you provide (for example, your résumé or answers to questions using the chat to apply feature) to support our hiring team’s review. All hiring decisions include human judgment.

Work Environment

Work is performed at event venues as well as in a warehouse environment. Team members must adhere to appearance guidelines as defined by ENCORE based in a warehouse environment and when traveling, on an individual venue or a representation of venues in that city or area. 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.  Working times may include irregular hours and on-call status including days, evenings, weekends and holidays.