Event Technical Lead- BMO Center, Calgary

Encore Global; Calgary; On-site; CAD 52,000 - 72,000; Full time

Job summary

Encore Global in Calgary is seeking a Technical Lead to set up and operate AV systems in hospitality environments, ensuring complete customer satisfaction.

You will troubleshoot technical issues, mentor Technicians, and coordinate with hotel staff and vendors to deliver reliable, world-class service.

Qualifications

• 2-3+ years of customer service or hospitality experience.
• 2-3+ years of audio-visual experience required.
• High school diploma required; Associate’s degree preferred.
• Valid driver’s license required where applicable.
• Must be able to lift 50 lbs.
• Internal applicants must be Technical 1-Star Certified; external must achieve within 60 days of start.

Responsibilities

• Set up, operate, and breakdown of AV equipment.
• Troubleshoot technical issues and resolve problems quickly.
• Ensure security and safety measures are followed.
• Maintain positive relationships with clients and guests on site.
• Coordinate with staff and vendors; finalize invoices.
• Use Encore systems to enter data and manage paperwork.
• Upsell services to increase hotel revenue.

Skills

A/V experience

Customer service

Hospitality

Technical troubleshooting

Education

High school diploma

Associate’s degree preferred

Tools

Encore systems

Job description

Position Overview

The Technical Lead is 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 an 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.
• As needed, work within Encore systems and applications.

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.
• 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.
• 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.
• Must be able to lift 50 lbs.

Competencies

Deliver World Class Service

• Hospitality
• Ownership

Do The Right Thing

• Demonstrates Self-Awareness

Drive Results

• Ensures Accountability

See The Big Picture

• Decision Quality
• Manages Complexity

Value People

• Collaborates

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.

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.