Onsite Specialist

Swoogo

6h•Remote

About The Position

Swoogo seeks a hands-on, customer-focused Onsite Specialist to deliver onsite services from initial scoping through final teardown. The role scopes and quotes custom engagements, orders hardware and consumables, and manages projects from start to finish. It also leads a network of contract onsite technicians and includes traveling to events to work as the onsite technician when needed. The position combines technical skills, project management, and the ability to run live event check-in calmly and effectively. The Onsite Specialist reports to the Senior Director, Onsite and works closely with Professional Services, Support, and hardware partners. The role is otherwise remote, with travel to client events throughout the year, including evenings and weekends when events require it. Travel is expected to be about 75%.

Requirements

At least 2 years of experience in a customer-facing, project-based role, such as event technology, event production, AV, or field services.
Hands-on experience working at live events, ideally with check-in, badge printing, or event hardware such as printers, scanners, and tablets.
Working knowledge of networking basics, including Wi-Fi and connectivity troubleshooting.
Experience scoping, pricing, or quoting services, and coordinating contractors, vendors, or freelance technicians.
Excellent project management skills, with strong attention to process, detail, and deadlines.
Confident, client-facing communication skills and comfort training groups of adults.
Calm, resourceful problem-solving skills, including the ability to stay steady when problems arise during a live event.
Bachelor's degree in a related business or technical field, or equivalent experience.
Ability to travel to client events throughout the year, including evenings and weekends when required.
Ability to lift, carry, and set up equipment cases weighing up to 50 lbs.

Nice To Haves

Experience with project management tools.
Experience with Zebra ZD621, ZC10L, Epson ColorWorks, or similar label printers.
Experience with event registration or check-in platforms.

Responsibilities

Run client discovery to understand event format, attendance, venue, check-in flow, badge and printing needs, and staffing requirements.
Build scopes of work and quotes that cover hardware, consumables, staffing, travel, and shipping; price engagements accurately and flag margin or scope risks.
Recommend appropriate hardware and staffing, track quotes through approval, and hand off signed engagements with a complete scope.
Order printers, scanners, tablets, badge stock, cables, and other hardware or consumables through fulfillment partners and vendors.
Confirm delivery dates, tracking, and return logistics; maintain records of orders, inventory, and engagement costs.
Stage, configure, and test equipment before shipment or travel.
Own engagements from signed quote through post-event wrap-up and serve as the client's point of contact.
Gather and confirm venue details, including networking, power, load-in, and floor plans.
Build and maintain project timelines, task lists, and status updates; communicate progress, risks, and dependencies to clients and internal stakeholders.
Manage multiple engagements across different dates and locations, then document equipment used, issues, and billing inputs at closeout.
Onboard contract technicians and enroll them in Swoogo Onsite Certification.
Coordinate contractor availability, assign technicians, and prepare project briefs covering scope, venue details, equipment, schedules, and client contacts.
Provide contractors with remote support during live events and step in directly to handle escalations.
Generate post-event reconciliation reports covering hours, equipment, expenses, and billing inputs.
Collect contractor and client feedback after events, report trends to the Senior Director, Onsite, and maintain contractor records, certification status, and performance history.
Travel to events as the onsite technician when required, representing Swoogo to clients.
Set up, configure, and test check-in stations, badge printers, related hardware, and networking.
Train client and event staff on check-in, badge printing, and equipment use.
Troubleshoot hardware, printing, connectivity, and software issues during live events, escalating to Support or Product when needed.
Tear down, pack, and return equipment, and document its condition.
Share field feedback and recurring issues with Product, and follow Onsite Services processes, standards, and billing practices.