Event Technical Lead, Audio Visual - JW Marriott Minneapolis Mall of America

Encore Global•Minneapolis, MN

1d•Onsite

About The Position

The Event Technical Lead is responsible for intermediate-level setup and operation of small- to large-scale audiovisual systems in a hospitality environment while ensuring complete customer satisfaction. The role reports to an Operations Manager, Operations Director, or Director of Event Technology. The position includes setting up, operating, and breaking down audiovisual equipment; troubleshooting technical issues; delivering excellent customer service; mentoring and coaching technicians; maintaining client relationships; and completing relevant company procedures, systems entries, and paperwork. The role may involve working at hotel and convention-center locations as well as in a warehouse, using high-end audiovisual equipment and electrical components, and working irregular hours or on call.

Requirements

High school diploma required.
2–3 or more years of audiovisual experience required.
Must be able to lift 50 pounds.
Must complete or meet applicable training and certification requirements within the specified timeframe or as determined by Encore’s training program.
A valid driver’s license is required for team members in positions that may operate company vehicles.
Must meet any additional Department of Transportation requirements if applicable.

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 and strive to exceed internal and external customers’ 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 operating properly.
Monitor events and check in with customers throughout the day.
Understand and foster the hotel-client relationship.
Anticipate equipment challenges and make changes in a timely, professional manner.
Follow company processes and procedures and accurately complete systems entries and paperwork.
Use equipment sheets to determine equipment scheduled for setup and strike.
Coordinate with other staff and outside equipment vendors.
Increase revenue by using floor upselling techniques.
Work with clients to finalize invoices.
Use Encore systems and applications as needed.