Specialist, Technical Services

IMAX•New York, NY

1d•Hybrid

About The Position

The Technical Services Specialist provides 24/7 service, support, and upgrades for IMAX digital projection and audio equipment, ensuring audiences receive the highest-quality IMAX experience. This role is based in the United States and operates from a home office, with extensive travel (up to 75%) across the U.S. and internationally, often on short notice. The position requires a valid driver’s license and passport for international travel and involves working in a fast-paced, “show must go on” environment with mission-critical equipment.

Requirements

Post-secondary education (2–4 years) in engineering, electronics, or a related technical field, or equivalent work experience.
Strong knowledge of electrical and electronic systems, including the use of diagnostic tools (e.g., voltmeters, oscilloscopes) and ability to read schematics.
Experience in electronics or computer repair, including safe handling of components using anti-static practices.
Working knowledge of AC/DC power systems, including low voltage, single-phase, and three-phase equipment.
Strong problem-solving and troubleshooting skills in high-pressure environments.
Excellent interpersonal and customer service skills with the ability to handle difficult situations professionally.
Strong written and verbal communication skills in English; additional languages are an asset.
Ability to prioritize and manage maintenance tasks within customer scheduling constraints.
Proficiency with PC hardware and software, including Microsoft Office and Outlook.
Basic knowledge of networking concepts (e.g., IP configuration, device connectivity).
Familiarity with FTP protocols, telnet, and related utilities.
Ability to work flexible hours, including weekends and holidays.
Physical ability to lift up to 50 lbs, work at heights, and stand or sit for extended periods.
Ability to bend, reach, and perform physically demanding tasks as required.
Valid driver’s license and passport for international travel.

Nice To Haves

Experience with commercial cinema systems, technical support environments, or help desk operations is an asset.
Knowledge of Windows operating systems, networking, and troubleshooting is an asset.
Basic understanding of the Windows registry is an asset.

Responsibilities

Perform service and preventative maintenance on IMAX digital projection and audio equipment via on-site visits and remote support.
Contribute to maintaining target uptime for all IMAX theatres through preventative and emergency servicing.
Handle and maintain high-value technical equipment in critical operating environments.
Ensure timely and accurate reporting of service activities using CRM systems or other databases.
Track and manage parts replacement, ensuring returns comply with warranty requirements.
Minimize lost shows by proactively diagnosing and resolving technical issues.
Plan and schedule service visits, including hardware and software installations.
Provide written service reports to customers during or after site visits.
Prepare periodic reports related to theatre operations and service activity.
Maintain accurate and detailed records in the Technical Services database.
Respond to emergency service requests and restore systems quickly.
Travel internationally and adjust travel plans on short notice as needed.
Respond promptly to client communications including alerts, emails, and phone calls.