Service Engineer

Electronic Theatre Controls, Inc.; Hong Kong; On-site; HKD 201,000 - 335,000; Full time

Job summary

Electronic Theatre Controls (ETC) Hong Kong office is seeking Service Engineers to troubleshoot, repair, and support ETC lighting equipment at customer sites. The role involves fieldwork, odd hours, and travel to client venues.

The ideal candidate has a Bachelor’s degree in Electronic/Electrical Engineering, experience with mains voltage and three-phase power, and fluency in Mandarin, English, and Cantonese with strong communication and customer service skills.

Qualifications

• Bachelor’s degree in Electronic/Electrical Engineering or related field.
• Entertainment lighting experience or rigging background is a definite advantage.
• Experience with mains voltage and 3-phase electricity.
• Fluent in spoken Mandarin, English and Cantonese.
• Fluent in written Chinese and English.
• Ability to use hand tools, power tools, and electronic measuring devices.
• Demonstrated ability to work independently and manage multiple tasks without supervision.

Responsibilities

• Repair faulty equipment and generate service notifications.
• Inform customers of repair status and progress.
• Energize/repair ETC systems at customer sites.
• Ensure timely arrivals to customer sites via scheduling and PM.
• Evaluate and install equipment per ETC design.
• Provide end-user and technician training.
• Provide 24-hour customer support.
• Respond to technical questions via phone, email, and web mail.
• Identify issues and provide accurate information to address them.
• Exceed customer expectations for service and responsiveness.
• Represent ETC with a positive, customer-focused attitude.
• Stay current on ETC equipment and procedures.
• Serve as a trainer to ETC’s customers.
• Perform hardware and software upgrades to meet customer requirements.
• This is a field position requiring work outside of an ETC office.
• Occasional evenings and weekends may be required.
• Other duties as assigned.

Education

Bachelor’s degree in Electronic/Electrical Engineering

Tools

Hand tools

Power tools

Electronic measuring devices

Job description

Electronic Theatre Controls (ETC), established in U.S. since 1975, is a global leader in visual environment technologies with sectors including theatrical & live event entertainment lighting, rigging and specified architectural lighting.

Our ETC Hong Kong office has openings for Service Engineers. If you enjoy troubleshooting, repairing equipment, and have theatrical or lighting experience, this may be the position for you!

ETC offers great benefits and a unique, causal work environment.

The specific level of the position will be determined by the candidate's education and experience.

Representative Responsibilities:

• Repair of faulty equipment
• Generates Service Notifications
• Informs customer of repair status
• Energizes/repairs ETC systems and equipment at customer sites.
• Ensures timely arrival to customer site through project management, department scheduler, and site contact.
• Evaluates and installs/repairs equipment at customers’ venue, as designed by ETC, to ensure the correct equipment is installed and is working as designed and specified.
• Performs effective end-user and technician training.
• Provides 24-hour customer support.
• Respond to technical questions over the phone, email and web mail in an accurate and timely manner
• Identifies issues and accurately provides information to address the issues.
• Exceeds customer expectations for service and responsiveness.
• Represents the interests of ETC through a positive and customer focused attitude.
• Ensures repairs are made within the time frame agreed upon by ETC and its customers.
• Stay current on all of ETC’s equipment, including installation and repair procedures.
• The Engineer will be trained on all of ETC’s equipment in order to serve as a trainer to ETC’s customers..
• Performs hardware and software upgrades to meet customer requirements.
• This position is also a field position that requires work outside of an ETC office.
• This position requires occasional work in the evenings and weekends.
• Other duties as assigned

Minimum Qualifications:

• Bachelor’s degree in Electronic/Electrical Engineering or similarly related degree
• All levels of previous job-related experience will be considered
• Entertainment (esp. Theatrical or Live Events) lighting experience or rigging background a definite advantage
• Experience with mains voltage and 3 phase electricity
• Demonstrated ability to work independently and perform multiple tasks without general supervision.
• Fluent in spoken Mandarin, English and Cantonese
• Fluent in written Chinese and English
• Ability to use hand tools, power tools, and electronic measuring devices
• Ability to make independent decisions, problem solving and work well under pressure
• Ability to think quickly, creatively, objectively and decisively
• Ability to multi-task between projects and manage priorities.
• Ability to follow directions and project plans.
• Knowledge of high-powered electrical, digital and analog control systems
• Good communication, interpersonal skills, organizational, problem-solving and customer service skills
• Strong degree of flexibility and independence
• Computer skills
• Able to work within a construction environment