Event Technical Lead, Audio Visual - MGM National Harbor

Encore Global•Oxon Hill, MD

4d•Onsite

About The Position

The Event Technical Lead is responsible for intermediate-level setup, operation, and breakdown of audiovisual systems ranging from small to large scale in hospitality and event environments, while ensuring customer satisfaction. The role provides technical troubleshooting, monitors events, supports clients, and helps other technicians deliver excellent service. It reports to an Operations Manager, Operations Director, or Director of Event Technology. Work takes place in hotel and convention-center venues and warehouse environments, potentially across multiple hotel locations. Conditions may range from moderately quiet to noisy, with exposure to outdoor temperatures, dirt, sand, or dust. The position uses high-end audiovisual equipment and electrical components and may involve working at heights using lifts and ladders. Work schedules may include irregular hours and on-call status, including days, evenings, weekends, and holidays. Encore appearance guidelines apply.

Requirements

High school diploma required.
At least 2 years of audio-visual experience required.
Ability to lift 50 pounds.
External applicants must meet and complete the training and certifications required for the position within 60 days of the start date.
Internal applicants must meet and complete training and certification requirements determined by Encore’s Global Learning Training Program for their current and prospective positions.
A valid driver’s license is required for team members in positions that may operate company vehicles.
Additional DOT requirements may apply.
Ability to meet the physical demands described for the role, with reasonable accommodations available as applicable.
Must adhere to Encore appearance guidelines for the applicable hotel, venue, or warehouse environment.

Nice To Haves

Associate’s degree preferred.
2–3 or more 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 equipment and software problems promptly.
Follow company security and safety measures and protect equipment from theft or damage.
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 onsite to confirm their needs are met and equipment is working properly.
Monitor events and check in with customers throughout the day.
Foster the hotel-client relationship.
Anticipate equipment challenges and changes and respond in a timely, professional manner.
Follow company processes and procedures and complete systems entries and paperwork accurately.
Use equipment sheets to determine equipment scheduled for setup and strike.
Coordinate with other staff and outside vendors regarding equipment.
Increase revenue through floor up-selling techniques.
Work with clients to finalize invoices.
Use Encore systems and applications as needed.