Technical Supervisor -Fairmont Pacific Rim

Encore Global; Vancouver; Hybrid; CAD 39,000 - 48,000; Full time

Job summary

Encore Global is seeking a Technical Supervisor to lead floor operations at a Vancouver hotel/convention center. You will direct the technical team to ensure timely AV setup, operation, and on-site support for events, while delivering exceptional customer service.

The role requires 3-5 years of AV experience, leadership capabilities, and a Technical 1-Star Certification (internal) or commitment to obtain it within 60 days. Expect varied hours including evenings and weekends.

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 must achieve 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.

Responsibilities

• Equipment Operation: accurate setup, operation, and breakdown of AV equipment; troubleshoot issues; comply with safety measures; secure equipment when in use.
• Customer Service: provide excellent service, build client relationships, meet guest needs on-site, monitor events.
• Training/Staff Development: assist in training technicians, mentor new hires, model positive environment.
• Operations Management: organize daily floor activities, manage workflow and scheduling, update equipment sheets, coordinate event communications, attend venue meetings.
• Equipment Maintenance: perform preventative maintenance, lead security/storage/maintenance of equipment, participate in inventory counts.

Skills

Customer service

Leadership

Technical theory

Problem solving

Team management

Driver's license

Education

Bachelor’s degree preferred

Technical 1-Star Certification

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

Hourly Pay Range:$28.30 - $34.88

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

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.