Event Technical Lead, Audio Visual- Santa Fe, NM

Encore Global•Santa Fe, NM

7d•Onsite

About The Position

The Event Technical Lead is responsible for intermediate-level setup, operation, and breakdown of small- to large-scale audiovisual systems in a hospitality environment while ensuring customer satisfaction. The role reports to an Operations Manager, Operations Director, or Director of Event Technology. The Technical Lead provides technical support and troubleshooting, fosters positive client relationships, mentors other technicians in service standards, and follows company procedures for equipment, systems, and event documentation. Work may take place in hotels, convention centers, event venues, and warehouses, and may involve multiple hotel locations.

Requirements

High school diploma required.
2–3+ years of audio-visual experience required.
Valid driver’s license required for team members in positions that may operate company vehicles.
External applicants must meet or complete all required training and certifications for the position within 60 days of the start date.
Internal applicants must meet or complete training and certification requirements determined by Encore’s Global Learning Training Program for their current and prospective positions.
Additional DOT requirements may apply.
Must be able to lift 50 lbs.
Must be able to meet the physical demands of the role, with reasonable accommodations where applicable.

Nice To Haves

Associate’s degree preferred.
2–3+ years of customer service or hospitality experience preferred.

Responsibilities

Set up, operate, and break down intermediate audiovisual equipment accurately and on time.
Troubleshoot technical issues and resolve problems as they arise.
Follow company security and safety measures and protect equipment from theft or damage while in use.
Provide excellent service to internal and external customers and strive to exceed their expectations.
Lead, mentor, and coach technicians on Encore’s Delivering World Class Service philosophy.
Maintain positive client relationships through effective communication.
Meet with guests on site to confirm their needs are met and equipment is working properly.
Monitor events and check in with customers throughout the day.
Understand and foster the hotel/client relationship.
Demonstrate advanced operational ability in troubleshooting equipment and software issues.
Anticipate equipment challenges and changes and respond professionally and promptly.
Follow company processes and procedures and complete systems entries and paperwork accurately.
Use equipment sheets to identify equipment scheduled for setup and strike.
Coordinate with other staff and outside vendors regarding equipment.
Increase revenue through floor upselling techniques.
Work with clients to finalize invoices.
Use Encore systems and applications as needed.
Adhere to appearance guidelines applicable to the hotel, venue, or warehouse.
Work irregular hours and be on call, including days, evenings, weekends, and holidays, as required.