A Technician is responsible for the set up and operation of basic / small-scale audiovisual systems in a hospitality environment while ensuring complete customer satisfaction. This position reports to an Operations Manager, Operations Director or Director, Event Technology.Key Job ResponsibilitiesEquipment Operation Ensures a flawlessly executed event through accurate and timely setup, operation, and breakdown of basic audiovisual equipment as listed in the technical qualifications section.Customer Service Strives to exceed the expectations and needs of internal and external customers. 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 basic operational ability to troubleshoot and problem solve with equipment and software issues. Handles 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. Works with clients to finalize invoices. Completes order entries in Navigator, as needed.Job Qualifications High School Diploma required. Associate’s degree is preferred. Achieve Technical Level 3 Certification per Encore Technical Skillset Matrix within 180 days (Technical Skill Set Matrix or @Encore/HR/Global Learning). 1 year of customer service or hospitality experience is preferred. 1 year of audio visual experience or equivalent in educational environment is preferred. A valid driver’s license is required for team members that may operate Company vehicles. Additional DOT requirement may need to be met if applicable.Competencies Ownership HospitalityProfessionalismResponsiveness Safety Conscious Action Oriented Tech SavvyWork EnvironmentHotelWork 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. Working times will include irregular hours and on-call status including days, evenings, weekends and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.QualificationsBehaviorsPreferredTeam Player: Works well as a member of a groupEnthusiastic: Shows intense and eager enjoyment and interestDedicated: Devoted to a task or purpose with loyalty or integrityDetail Oriented: Capable of carrying out a given task with all details necessary to get the task done wellMotivationsPreferredFlexibility: Inspired to perform well when granted the ability to set your own schedule and goalsSelf-Starter: Inspired to perform without outside helpEducationRequiredHigh School or better.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
