Service Technician III

Service Technician III

ACT ENTERTAINMENT

JOB DESCRIPTION 

DEPARTMENT: Technical Services                                                                                                                                               FLSA:  Non-Exempt

REPORTS TO: Service Manager                                                                                                                                                                                                         LOCATION: Cincinnati, OH (relocation-eligible)

SUMMARY: This position is responsible for providing exceptional service, repair and customer support for the ACT product lines while upholding quality standards.

DUTIES AND RESPONSIBILITIES:

• Provide service and support for assigned ACT product lines.
• Diagnose and repair electronic equipment and mechanical components that are damaged, malfunctioning, or in need of replacement.
• Quality control for new and demo equipment needed for the sales team.
• Quality control equipment that has been repaired or serviced.
• Provide customer support via telephone and CRM system, including after hours as needed.
• Prioritize equipment repairs, keeping customers & stakeholders informed on repair status.
• Maintain proper records related to labor performed and inventory management.
• Create and maintain internal and external service documentation.
• Conduct on-site service, as needed.
• Conduct service training, as needed.
• Ensure a clean, organized, and safe work environment.
• Perform other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

QUALIFICATIONS:

• High school diploma, GED, or previous experience.
• Minimum 2 years of previous experience in live event production involving fixture or electronics installation, maintenance or repair, or minimum 1 year as Service Technician II at ACT Entertainment.
• Proficiency in computer software (Windows, Microsoft Office).
• Problem solving abilities, able to troubleshoot in order to diagnose and repair.
• Proficiency with the use of diagnostic and repair tools such as multimeter, oscilloscope, DMX tester, soldering equipment.
• Attention to detail to ensure parts are installed correctly and maintained to high-quality standards.
• Ability to multi-task and work effectively in a team-oriented environment.
• Ability to read circuit diagrams.
• Ability to self-manage time and projects but also work well with a team.
• Strong communication skills, with the ability to interact professionally and courteously with customers and colleagues.
• Willingness to work flexible hours, including nights and/or weekends as needed.

TRAVEL REQUIREMENTS:

• Ability to travel up to 10%, within the US and Canada, as required by the role, dependent upon customer support and training needs. 
• Must have or be able to obtain a valid passport and driver’s license.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Occasionally works near moving mechanical parts.
• While performing the duties of this job, the noise level in the work environment is usually quiet.
• The employee must lift and/or move up to 50 pounds.

COMPANY VALUES:

• Deliver Legendary Service:  It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers. 
• Do the Right Thing, always:  Demonstrate an unwavering commitment to doing the right thing in every action you take, and, in every decision, you make, especially when no one’s looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.
• Practice Blameless Problem-Solving:  Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience. 
• Contribute to Profit:  We’re in business delivering value for our customers while making money. We all play a role in building revenue that exceeds our expenses. Look for ways to increase our sales, develop new customers, and control our expenses.
• Honor Commitments:  Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
• Embrace Change and Growth:  What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change, and growth bring. Be flexible.
• Be Positive:  You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. See the good in others. Your attitude is contagious. Spread optimism and positive energy.
• Keep Things Fun:  While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day. 

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.