Technical Services Coordinator

6 months ago

Ottawa, Canada Encore Global Full time

**Position Overview**:
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 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.

**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)**
- Ownership
- Hospitality
- Professionalism
- Responsiveness
- Safety Conscious
- Decision Quality
- Tech Savvy
- Communicates Effectively
- Drives Results
- Instills Trust

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