Job Description

Job summary: Founded over 40 years ago, Solotech is a world leader in audiovisual and entertainment technology with 18 strategic locations in Canada, the United States, the United Kingdom and China. Thanks to an inventory encompassing over 300 renowned manufacturers, Solotech is the single source for audio, video, lighting, rigging, soft goods, control and collaboration solutions and services. The company is internationally recognized for its expertise in Live Productions and Systems Integration in various markets, namely music, sports, business, culture and education. Clients can also benefit from its Service Center, Online Store and virtual technology know-how. Solotech is fully supported by three major shareholders: Claridge, Desjardins Capital and Investissement Quebec. The company employs 1,360 professionals in its offices located in Los Angeles, Las Vegas, Nashville, Miami, Orlando, Pensacola, London, Birmingham, Manchester, Calgary, Toronto, Montreal, Ottawa, Quebec City, Saguenay, Halifax, Macau and Hong Kong.
Find out more at www.solotech.com
Under the supervision of the operations service supervisor, the incumbent is responsible for identifying and investigating requests/problems on customers' audiovisual equipment, mostly on the road, but also in the workshop and on the phone.Your day will look like this:

• Provide technical service to customers' needs with courtesy and diligence to meet their expectations
• Provide replacement solutions in an attempt to make a system functional despite equipment failure
• Listen to and understand customers' needs
• Identify and investigate the problem on the client's site
• Present the solution to the client
• Provide technical support on site and over the phone to customers and technicians to help them resolve problems
• Document work performed in the ticketing tool
• Update customer and internal documentation at Solotech, in accordance with the modifications made on site
• Provide technical support
• Answer technical questions from customers
• Write reports on the execution of the work
• Provide recommendations and perform maintenance and parts replacement
• Develop excellent business relationships with customers
• Act as a strategic advisor to customers
• Ensure customer satisfaction by being proactive to their needs
• Collaborate with different suppliers and/or departments to ensure the best possible customer service

• Hold a DEC or DEP (electronics), electronic engineering or equivalent
• 3 to 5 years of experience in a similar position
• Hold a driver's license in order to be able to travel to different clients; (Vehicle provided for travel needs)
• Knowledge of consumer and commercial sound, video projection and lighting equipment
• Have a basic knowledge of home automation systems (Crestron, AMX), videoconferencing systems (Polycom, Tandberg, Zoom, Teams), lighting systems (DMX, LightJockey, ETC, Strand), and digital audio processing systems (SymNet, Soundweb, Biamp , QSC)
• Knowledge of networking
• Knowledge of the Microsoft Office suite
• Fluency in both official languages, oral and written
• Hold a valid passport (an asset)
• Hold an ASP construction card (an asset)
• Be available and open to work on atypical schedules, depending on the project (early in the morning or in the evening as per the client's needs)
• Have completed a working at height training (an asset)
• Interpersonal skills and ability to communicate directly with the client
• Provide excellent customer service
• Enjoy teamwork and collaboration
• Strong priority management skills and respect of tight deadlines
• Strong ability to work under pressure and ability to adapt to change
• Demonstrates autonomy and resourcefulness when working with little information

• Competitive compensation and group insurance plan, including telemedicine service
• Corporate savings plan with employer contribution
• Skills development activities and opportunities for career advancement
• Reimbursement of professional fees required for employment
• Reimbursement of professional development fees
• Work environment conducive to personal health and well-being
• Recognition program
• Employee assistance program