Technical Support Engineer

Electronic Theatre Controls; Town of Middleton (WI); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Employee Stock Ownership Plan (ESOP)

Generous paid time off

Opportunity to work with a variety of products

Job summary

A leading technology company located in Middleton, WI is seeking a Technical Support Engineer to join their team. This role involves providing solutions to complex customer issues, requiring excellent troubleshooting skills and a robust understanding of technical theatre and electronics. The ideal candidate will have a Bachelor’s Degree or significant experience, along with strong communication and organizational abilities. This position offers a chance to work in a dynamic environment with competitive benefits, contributing to innovative products used in entertainment.

Qualifications

• 3 – 5 years of technical support experience.
• Technical and operational knowledge of ETC’s equipment.
• Knowledge of technical theatre, electronics, and electrical theories.
• Knowledge of technical theatre, electronics, and electrical theories, codes and practices.
• Knowledge of electronic diagnostic tools.
• Ability to think quickly, creatively, objectively and decisively.
• Ability to work well under pressure and defuse tense situations.
• Ability to work independently.
• Excellent presentation and interpersonal skills.
• Strong writing and organizational skills.
• Strong troubleshooting and deductive reasoning skills resulting in an ability to solve complex and non-obvious problems.
• Able to manage multiple tasks and priorities.
• Ability to drive an automobile and have an acceptable driving record.
• Able to travel.
• Ability to work weekend and evenings as required.

Responsibilities

• Provide solutions to ongoing, complex customer issues.
• Respond to technical emergencies that require in-depth research.
• Provide onsite support for specific problems.
• Coordinate with R&D and Manufacturing Engineering to resolve issues.
• Create and edit technical documentation as necessary.
• Create Sales Orders, RMAs, Service Orders and provide CRM research resource.
• Be a consultant for product development teams acting in concert with the Technical Services development team member, including advising on the Professional Services Plans
• Be a technical resource to phone support, field service and other departments
• Coordinate and maintain Technical Service communication
• Maintain articles for Web Knowledge Management System
• Create and edit technical documentation as necessary
• Assist with the implementation of new software packages within TS, as needed
• Acts as a training resource for the department
• Other duties as assigned.
• Complete special projects and requests in a timely fashion

Skills

Excellent communication

Conflict resolution

Troubleshooting

Presentation skills

Organizational skills

Deductive reasoning

Education

Bachelor’s Degree or 8 years of comparable business experience

8 years related experience

Tools

Electronic diagnostic tools

Job description

Do you have experience working with ETC products? Are you looking for a position that will offer challenges and where you will rarely have the same day twice? Are you a phenomenal communicator who also likes hands-on troubleshooting?

If you answered yes to the above, join the ETC Technical Services team today as our next Technical Support Engineer! This position will be located at our global headquarters in Middleton, WI. Qualified applicants will have excellent communication and conflict resolution skills, experience providing technical support, and familiarity with ETC’s product lines.

ETC is proud to be 100% employee owned that offers an Employee Stock Ownership Plan (ESOP), generous paid time off and the opportunity to work with great people on a wide variety products used in entertainment, architectural, and other venues around the world! For questions, please contact Tracy Haggerty at [e-mail] or 608-824-5342.

Representative Responsibilities

• Provide solutions to ongoing, complex customer issues
• Research solutions to hardware and software applications using ETC and other manufacturer’s equipment
• Respond to technical emergencies, which require in-depth research, mockup, or troubleshooting
• Provide onsite research and support for site-specific problems, which cannot be solved or reproduced at ETC
• Coordinate with R&D and Manufacturing Engineering to resolve maintenance issues with current and obsolete products
• Create Sales Orders, RMAs, Service Orders and provide CRM research resource.
• Be a consultant for product development teams acting in concert with the Technical Services development team member, including advising on the Professional Services Plans
• Be a technical resource to phone support, field service and other departments
• Coordinate and maintain Technical Service communication
• Maintain articles for Web Knowledge Management System
• Create and edit technical documentation as necessary
• Assist with the implementation of new software packages within TS, as needed
• Acts as a training resource for the department
• Other duties as assigned.
• Complete special projects and requests in a timely fashion

Minimum Qualifications

• Bachelor’s Degree or 8 years of comparable business experience in increasingly responsible positions in the related discipline
• 3 – 5 years technical support experience
• Technical and operational knowledge of ETC’s equipment
• Knowledge of technical theatre, electronics, and electrical theories, codes and practices
• Knowledge of electronic diagnostic tools
• Ability to think quickly, creatively, objectively and decisively
• Ability to work well under pressure and defuse tense situations
• Ability to work independently
• Excellent presentation and interpersonal skills
• Strong writing and organizational skills
• Strong troubleshooting and deductive reasoning skills resulting in an ability to solve complex and non-obvious problems
• Able to manage multiple tasks and priorities
• Ability to drive an automobile and have an acceptable driving record
• Able to travel
• Ability to work weekend and evenings as required