Event Technical Lead, Audio Visual - The Westin Copley Place, Boston

Encore Global•Boston, MA

2d•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 a hospitality environment, while ensuring customer satisfaction. The role reports to an Operations Manager, Operations Director, or Director of Event Technology. The position provides technical support for events, troubleshoots equipment and software issues, monitors equipment security, and ensures setups are completed accurately and on time. The Technical Lead also serves as a customer-facing leader and mentor, maintaining client relationships, checking that event needs are met, and coaching other technicians in Encore’s service philosophy. The role includes following company procedures and completing system entries and paperwork, coordinating with staff and vendors, using floor-based upselling techniques, and working with clients to finalize invoices. Work takes place in hotel, convention center, event venue, and warehouse environments. Conditions may include exposure to outdoor temperatures, dirt, sand, dust, and noise; use of high-end audiovisual equipment and electrical components; and working at heights using lifts and ladders. Work may involve multiple hotel locations, irregular hours, and on-call status, including days, evenings, weekends, and holidays. Physical demands include extended periods of standing and walking, lifting and carrying equipment, and other movements such as stooping, crawling, kneeling, bending, reaching, and climbing.

Requirements

High school diploma required.
Two to three or more years of audiovisual experience required.
Must be able to lift 50 pounds.
External applicants must meet, validate, and complete all training and certifications required for the position within 60 days of the start date.
Internal applicants must meet the 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.

Nice To Haves

Associate’s degree preferred.
Two to three 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 the expectations and needs of internal and external customers.
Lead, mentor, and coach other 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 setups are working properly.
Monitor events and check in with customers throughout the day.
Foster the hotel/client relationship.
Anticipate equipment challenges and respond to changes in a timely and professional manner.
Follow company processes and procedures and complete systems entry 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 upselling techniques.
Work with clients to finalize invoices.
Use Encore systems and applications as needed.