Representative Responsibilities:

•    Supports ETC and other products in all our other territories
    Provides phone and e-mail technical support and service
•    Diagnoses technical problems accurately
•    Ensures repairs are made within the time frame agreed upon by ETC and customer
•    Informs customer of progress
•    Completes follow-up documentation and log cases in the system
•    Provides 24-hour pager support on a rotating schedule
•    Responds to pager calls within 15 minutes
•    Repairing faulty products that are sent back to ETC
•    Work with testing, storing, organizing, and dispatching demo and loaner equipment
•    Provide trade show support
•    Prepare equipment
•    Provide technical coordination for trade shows
•    Attend trade show and provide sales and service support
•    Provide demos of equipment
•     Energizes ETC systems at customer site
•    Ensures timely arrival to customer site through Project Management, Technical Service Administration, and site contact
•    Provides positive and effective supervision regarding ETC equipment at job sites
•    Evaluates projects on-site to ensure Field Service plan was followed
•    Performs necessary adjustments to the plan and assures the adjustments are based on job information
•    Ensures system meets customer requirements
•    Performs effective end-user training
•    Ensures all job documentation is correctly filled out and returned to factory personnel
•    Reports all quality and service issues to the appropriate factory personnel
•    Trains internal personnel, external technicians and customers on the proper use of ETC products
•    Ensures training workshops have adequate preparation
•    Ensures training attendees are educated on ETC products
•    Performs hardware and software upgrades
•    Performs specified upgrade to meet customer requirements
•    Completes follow-up documentation
•    Establishes and maintains relations with ETC dealers, reps, Authorized Service Providers, consultants, contractors and end users
•    Ensures ETC is projected in a professional and enthusiastic manner
•    Remains current on changes in policies, procedures, and product offerings
•    Ensures product knowledge is up to date
•    Reviews and improves existing procedures on a regular basis
•    Other duties as assigned
•    Complete special projects and requests in a timely and positive fashion
•    Provide Engineering Change Orders to warehoused goods as needed

 

Minimum Qualifications:

 

•    Bachelor’s degree or comparable business experience in increasingly responsible positions in the related discipline
•    4-6 years entertainment lighting experience
•    Customer service experience
•    Experience with mains voltage and 3 phase electricity
•    Strong knowledge of entertainment lighting systems (Specific knowledge of ETC product line is preferred but not required)
•    Knowledge of high-powered electrical, digital and analogue control systems
•    Excellent communications and interpersonal skills
•    Excellent organizational, problem-solving and decision-making skills
•    Excellent customer service skills
•    Ability to be creative and innovative
•    Ability to multitask
•    Strong degree of flexibility and independence
•    Computer skills (Outlook, Internet, Word, Excel, PowerPoint, AutoCAD, Acrobat Reader)
•    Ability to use product related software
•    Able to use hand tools, power tools, and electronic test tools
•    Able to travel extensively and to be flexible
•    Must maintain an acceptable driving record and valid license
•    Ability to work weekend and evenings as required
•    Ability to work within a construction environment
•    Able to lift up to 23kg
•    Knowledge of the fundamentals of electricity
•    Ability and certification to operate scissors lift is helpful

Please submit application online at https://www.etcconnect.com/careers/

 


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