Service Technician III

ACT Entertainment; Cincinnati (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

ACT Entertainment, based in Cincinnati, seeks a seasoned Service Technician III to lead complex repairs and mentor junior staff. You’ll diagnose, repair, and train others while supporting customers and the sales team with field-ready solutions.

Role requires strong troubleshooting, hands-on tool proficiency, and willingness to travel up to 10% for on-site service and training. Nights or weekends may be required.

Qualifications

• High school diploma or equivalent, hands-on experience acceptable.
• 2+ years in live event production or 1+ year as Service Technician II at ACT Entertainment.
• Comfort with Windows, MS Office, and basic computer skills.
• Strong troubleshooting and repair capabilities for complex gear.

Responsibilities

• Provide expert service and support across ACT product lines.
• Diagnose and repair electronic and mechanical components to peak performance.
• Drive quality control on new and demo equipment for show-ready status.
• Verify quality of repaired/serviced units before field return.
• Deliver responsive customer support by phone and CRM; after-hours when needed.
• Prioritize and manage repair workflows; keep customers informed.
• Maintain accurate records of labor and inventory used.
• Create and maintain internal/external service documentation.
• Travel on-site for service when required.
• Lead service training sessions to share expertise.
• Champion a clean, safe, organized work environment.
• Accept additional projects as the team evolves.

Skills

Technical service

Diagnostics

Repair

Customer support

On-site service

Training

Documentation

Education

High school diploma/GED

Tools

Multimeter

Oscilloscope

DMX tester

Soldering equipment

Job description

THE OPPORTUNITY

For over 40 years, ACT Entertainment has helped shape the future of the entertainment industry through innovation built to last. As a Service Technician III, you'll be a senior technical voice on the Service Team — tackling the toughest repairs, training the next generation of technicians, and setting the standard for quality that keeps our customers coming back. If you're ready to take real ownership of your craft and make a lasting impact on the team, this is your next move.

ACT ENTERTAINMENT

Job Description

THE OPPORTUNITY

For over 40 years, ACT Entertainment has helped shape the future of the entertainment industry through innovation built to last. As a Service Technician III, you'll be a senior technical voice on the Service Team — tackling the toughest repairs, training the next generation of technicians, and setting the standard for quality that keeps our customers coming back. If you're ready to take real ownership of your craft and make a lasting impact on the team, this is your next move.

What You’ll Do

• Provide expert service and support across your assigned ACT product lines.
• Diagnose and repair electronic and mechanical components, bringing damaged or malfunctioning equipment back to peak performance.
• Drive quality control on new and demo equipment, ensuring the sales team is always show-ready.
• Verify the quality of every repaired or serviced unit before it goes back into the field.
• Deliver responsive customer support by phone and CRM system, including after-hours support as needed.
• Prioritize and manage repair workflows, keeping customers and stakeholders informed every step of the way.
• Maintain accurate, organized records of labor performed and inventory used.
• Create and maintain internal and external service documentation that keeps the team and customers aligned.
• Travel to conduct on-site service when the job calls for it.
• Lead service training sessions, sharing your expertise to help others grow.
• Champion a clean, organized, and safe work environment.
• Take on additional projects and responsibilities as the team's needs evolve.

TEAM STRUCTURE

This role has no direct supervisory responsibilities — but as a senior technician, you'll play a key role in mentoring and training others on the team.

What You Bring

• A high school diploma, GED, or equivalent hands-on experience.
• At least 2 years of experience in live event production (fixture or electronics installation, maintenance, or repair) — or 1+ year as a Service Technician II at ACT Entertainment.
• Comfort navigating Windows and Microsoft Office.
• A natural problem-solver's instinct for troubleshooting, diagnosing, and repairing complex equipment.
• Hands‑on proficiency with diagnostic and repair tools — multimeter, oscilloscope, DMX tester, soldering equipment.
• Sharp attention to detail, ensuring every part is installed and maintained to the highest standard.
• The ability to juggle multiple priorities and thrive in a team‑oriented environment.
• Confidence reading and interpreting circuit diagrams.
• Strong self‑management skills, balancing independent work with team collaboration.
• Clear, professional communication with customers and colleagues alike.
• Flexibility to work nights and/or weekends as needed.
• Willingness to travel up to 10%, based on customer support and training needs.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Occasionally works near moving mechanical parts.
• While performing the duties of this job, the noise level in the work environment is usually quiet.
• The employee must lift and/or move up to 50 pounds.

COMPANY VALUES:

• Deliver Legendary Service: It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.
• Do the Right Thing, always: Demonstrate an unwavering commitment to doing the right thing in every action you take, and, in every decision, you make, especially when no one’s looking . Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
• Practice Blameless Problem-Solving: Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
• Contribute to Profit: We’re in business delivering value for our customers while making money. We all play a role in building revenue that exceeds our expenses. Look for ways to increase our sales, develop new customers, and control our expenses.
• Honor Commitments: Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
• Embrace Change and Growth: What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change, and growth bring. Be flexible.
• Be Positive: You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. See the good in others. Your attitude is contagious. Spread optimism and positive energy.
• Keep Things Fun: While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Monday-Friday 8am-5pm