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Service Technician

ACT Lighting

Hackensack, NJ | Full Time

Just Posted

Service Technician

ACT Lighting Hackensack, NJ

Full Time | Wholesale Just Posted

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ACT Lighting is Hiring a Service Technician Near Hackensack, NJ

SERVICE TECHNICIAN

JOB DESCRIPTION

A.C.T. Entertainment

DEPARTMENT: Technical Services FLSA STATUS: Non-Exempt

REPORTS TO: Service Manager EFFECTIVE DATE: May 1, 2024

LOCATION: Hackensack, NJ

SUMMARY: This position is responsible for enhancing the customer experience by 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.
Provide customer support by telephone or via CRM system.
Prioritize equipment repairs, keeping customers & stakeholders informed on repair status.
Maintain proper records related to labor performed and inventory management.
Conduct service training, as needed.
Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

QUALIFICATIONS:

High school diploma, GED, or previous experience required.
Minimum 2 years previous experience in fixture installation, maintenance or repair required. Previous certification and/or experience in electrical or construction a plus.
Proficiency in computer software (Windows, Microsoft Office).
Problem solving abilities, able to troubleshoot in order to diagnose and repair tools such as multimeter, oscilloscope, DMX tester, soldering equipment.
Attention to detail to ensure fixtures are installed correctly and maintained to high-quality standards.
Ability to multitask.
Ability to read circuit diagrams.
Ability to self-manage time and projects but also work well with a team.
Strong communication and professional skills required.
Willingness to work flexible hours, including nights and/or weekends as needed.

TRAVEL REQUIREMENTS:

Ability to travel to Canada quarterly, as required by the role, dependent upon customer support and training, minimum yearly.
Must have or be able to obtain a valid passport and driver’s license.

COMPANY VALUES:

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
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 to deliver 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.
Be a Fanatic About Response Time: Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.
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.
Do What’s Best for the Client: In all situations, do what’s best for the client, even if it’s to our own short-term detriment. Put their needs ahead of our own. There’s no greater way to build a reputation than to steadfastly do what’s right for others. Every day.
When in Doubt, Communicate Personally: When delivering difficult or complex messages, or in emotionally charged situations, speak “live” versus hiding behind e-mail or voicemail. Where appropriate, follow up in writing to confirm your understanding.
Invest in Relationships: Get to know your clients and coworkers on a more personal level. Talk more and e-mail less. Understand what makes others tick and what’s important to them. Strong relationships enable us to more successfully work through difficult issues and challenging times.
Check Ego at the Door: It’s not about you. Don’t let your ego get in the way of doing what’s best for the team. Worrying about who gets credit or taking things personally is counterproductive. Make sure every decision is based solely on advancing team goals and doing what’s best for the customer.
Be Easy to Work With: Find ways to make working with you/us easier. Provide simple and complete instructions. When in doubt, do more for others rather than pushing the work back to them. Streamline our processes. Simplify everything. Be ridiculously helpful.
Treasure, Protect, and Promote our Reputation: We’re all responsible for, and benefit from, our company’s image and reputation. Consider how your actions affect our collective reputation and be a proud ambassador for the company.
Debate, then Align: Healthy, vigorous debate creates better solutions. Debate concepts without making personal attacks. Check your ego and push for the best solution, rather than your solution. Once a decision is made, however, get fully aligned by putting your complete support behind it.
Fix Problems at the Source: Address issues by discovering the root cause rather than simply tackling the symptoms. It’s better to invest time in developing a long-term solution rather than simply applying a “Band-Aid.”
Get the Facts: There’s always more to the story than you think. Learn to ask questions and gather the facts before jumping to conclusions and making judgments. Be curious about additional information that might yield a more complete picture.
Make Quality Personal: Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Have a healthy dislike for mediocrity. Good is not good enough. Always ask yourself, “Is this my best work?”
Walk in your Customer’s Shoes: Understand your customers' world. Know their challenges and frustrations. See the world from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
Get Clear on Expectations: Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.
Listen to Understand: Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions.
Speak Straight: Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
Find a Way: Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through to their completion.
Show Meaningful Appreciation: Recognize people doing things right, rather than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.
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.

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.

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.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Wholesale

POST DATE

05/13/2024

EXPIRATION DATE

07/12/2024

WEBSITE

actlighting.com

HEADQUARTERS

HACKENSACK, NJ

SIZE

500 - 1,000

FOUNDED

1993

CEO

BEN SATZMAN

REVENUE

$50M - $200M

INDUSTRY

Wholesale

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About ACT Lighting

ACT Lighting is a value added distributor of lighting products. We strive to identify future trends and cutting-edge products, and stock, sell and support their inventory. We provide superior customer service and value for money to all of our clients. ACT Lighting is the exclusive US distributor of MA Lighting, Claypaky, Robert Juliat, AC Power, Chain Master and MDG. For more information call 844-996-0884