Position Overview

The Technical Lead is responsible for intermediate 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 an Operations Manager, Operations Director, or Director of Event Technology.

Key Job Responsibilities

Equipment Operation

• 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.
• ENCORE Technical Level 3 Certification is required. New ENCORE team members must be certified by their location within 30 days.
• 1 - ENCORE Technical Level Two Core Certification is required (Audio, Lighting, Projection, Video, Scenic). New ENCORE team members must be certified by a qualified proctor within 60 days.
• 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

• Ownership
• Hospitality
• Professionalism
• Responsiveness
• Safety Conscious
• Decision Quality
• Tech Savvy
• Communicates Effectively
• Drives Results

Instills Trust