Job Description

Position Overview


The Technical Supervisor leads floor operations with a focus on customer service, staff leadership and development. The Technical Supervisor directly leads the technical team to ensure operational efficiencies and customer satisfaction. This role may also participate in location administrative duties in support of onsite operations and for career development. This position reports to the Director of Event Technology, Director of Operations, or Operations Manager.



Key Job Responsibilities


Equipment Operation

Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment as listed in the technical qualifications section. 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 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.


Training/Staff Development

Assists in training technicians on all floor activities and on hotel and ENCORE service expectations. Serves as a mentor for new hires. Models and reinforces a positive working environment centered around company values.


Operations Management

Organizes the daily floor activities to ensure the timely set up, refresh and removal of equipment. Performs daily floor management including directing the workflow of technicians and assisting management with labor needs and scheduling. Ensures the equipment sheets are updated and properly completed. Works with team to establish coordinated communications for the management of events. Attends venue meetings as needed (example = banquet event orders or pre-event conferences)


Equipment Maintenance

Performs preventative maintenance on equipment to keep it presentable and in good working condition. Leads the team in proper security, storage, transportation, and maintenance of equipment. Participates in physical inventory count processes as requested.


Job Qualifications

Bachelor's degree is preferred 3-5 years of customer service or hospitality experience is preferred 3-5 year of audio visual experience is required Internal applicants must be Technical 1-Star Certified before applying. External applicants will validate and achieve their Technical 1-Star Certification within 60 days of start date Knowledge of technical theory Advanced problem solving skills Experience leading workflow and team members A valid driver's license is required for team members in positions that may operate Company vehicles


Competencies


Deliver World Class Service

Hospitality Ownership

Do The Right Thing

Manages Ambiguity

Drive Results

Directs Work Achieves Goals

See The Big Picture

Financial Acumen

Value People

Builds Effective Teams

Work Environment


Hotel


Work 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.



Warehouse


Work is performed at event venues as well as in a warehouse environment. Team members must adhere to appearance guidelines as defined by Encore based in a warehouse environment and when traveling, on an individual venue or a representation of venues in that city or area. When in the Warehouse, work will be completed in an environment with exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may use high-end audio-visual equipment and electrical components. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays.



The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.