AV Event Ops Lead - Service, Tech & Team Development

Encore Global; Newport (RI); On-site; USD 29,000 - 39,000; Full time

Job summary

Encore Global in Newport, RI seeks an Operations Supervisor to lead floor operations, focus on customer service, and supervise the technical team to ensure efficient event delivery. The role supports onsite operations and staff development, reporting to the DET, DOO, or Operations Manager.

The ideal candidate has 3–5 years in customer service or hospitality and 3–5 years of AV experience, plus a valid driver’s license.

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 meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program in their current position, and for the position they are applying to.
• External applicants must meet/validate and achieve/complete all training and certifications required for this position, 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.
• Additional DOT requirement may need to be met if applicable.
• Must be able to lift 50 lbs.

Responsibilities

• 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 suggestions for operational efficiencies to venue management and Workforce.
• Ensures flowsheets are updated and properly completed.
• Works with team to establish coordinated communications for the management of events.
• Attends venue meetings as needed (examples: daily banquet event order meetings, pre and post conferences).
• Provides excellent service and strives to exceed the expectations and needs of internal and external customers by following and upholding Encore’s Service Standards and Operational Excellence through the modeling of proper behavior and adherence to Encore procedures.
• 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.
• Assists in training technicians on all floor activities.
• Assists in training technicians on the venue’s operational standards and Encore’s service and operational standards.
• Serves as a mentor for new hires by providing guidance and understanding of the technician career journey.
• Models and reinforces a positive working environment centered around company values.
• 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.
• 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.

Skills

Customer service

Hospitality

Team leadership

Problem-solving

Communication

Education

Bachelor’s degree preferred

Tools

Audio-visual equipment

Job description

Encore Global in Newport, RI seeks an Operations Supervisor to lead floor operations, focus on customer service, and supervise the technical team to ensure efficient event delivery. The role supports onsite operations and staff development, reporting to the DET, DOO, or Operations Manager.

The ideal candidate has 3–5 years in customer service or hospitality and 3–5 years of AV experience, plus a valid driver’s license.