Encore

Job Details

Description

Position Overview

The Technical Supervisor leads floor operations with a focus on customer service, staff leadership and development. The Technical Supervisor directly leads the technical team to ensure operational efficiencies and customer satisfaction. This role may also participate in location administrative duties in support of onsite operations and for career development. This position reports to the DET, DOO, or Operations Manager.

Key Job Responsibilities

Equipment Operation

• Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment as listed in the technical qualifications section. 
• Troubleshoot technical issues and resolve problems quickly as they arise.
• Complies with all Company security and safety measures.
• Ensures equipment is secure from theft and/or damage when in use. 

Customer Service

• Provides excellent service and strives to exceed the expectations and needs of internal and external customers. 
• Maintains a positive relationship with all clients through effective communication. 
• Meets with guests on site to ensure that their needs are met, and the equipment setup is working properly. 
• Monitors events and checks in on customers throughout the day. 
• Understands and fosters the hotel/client relationship.

Training/Staff Development

• Assists in training technicians on all floor activities and on hotel and Encore service expectations. 
• Serves as a mentor for new hires. 
• Models and reinforces a positive working environment centered around company values. 

Operations Management

• Organizes the daily floor activities to ensure the timely set up, refresh and removal of equipment. 
• Performs daily floor management including directing the workflow of technicians and assisting management with labor needs and scheduling. 
• Ensures the equipment sheets are updated and properly completed. 
• Works with team to establish coordinated communications for the management of events.
• Attends venue meetings as needed (example = banquet event orders or pre-event conferences).

Equipment Maintenance

• Performs preventative maintenance on equipment to keep it presentable and in good working condition. 
• Leads the team in proper security, storage, transportation, and maintenance of equipment. 
• Participates in physical inventory count processes as requested. 

Job Qualifications

• Bachelor’s degree is preferred. 
• 3-5 years of customer service or hospitality experience is preferred.
• 3-5 year of audio-visual experience is required.
• Internal applicants must meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program in their current position, and for the position they are applying to. Click to review the requirements: https://tinyurl.com/yaznwvk7 
• External applicants must meet/validate and achieve/complete all training and certifications required for this position, within 60 days of start date. For technical external requirements, view our career path here: https://jobs.encoreglobal.com/en/career-paths
• Knowledge of technical theory.
• Advanced problem-solving skills.
• Experience leading workflow and team members.
• A valid driver’s license is required for team members in positions that may operate Company vehicles.
• Additional DOT requirement may need to be met if applicable.
• Must be able to lift 50 lbs.

Competencies

Deliver World Class Service

• Hospitality
• Ownership

Do The Right Thing

• Manages Ambiguity

Drive Results

• Directs Work
• Achieves Goals

See The Big Picture

• Financial Acumen

Value People

• Builds Effective Teams

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx). 

Physical Requirements

Team members must be able to meet the physical demands outlined below to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The frequency options are: Continuously, Frequently, Occasionally, and Never.

• Sitting: 2-3 Hours
• Standing: 4-5 Hours
• Walking: 4-5 Hours
• Stooping: 2-3 Hours
• Crawling: 2-3 Hours
• Kneeling: 2-3 Hours
• Bending: 2-3 Hours
• Reaching (above your head): 2-3 Hours
• Climbing: 0-1 Hours
• Grasping: 4-5 Hours

Lifting Requirements

• 0 - 15 lbs*: Continuously
• 16 - 50 lbs*: Frequently
• 51 - 100 lbs: Occasionally
• Over 100 lbs: Occasionally

Carrying Requirements

• 0 - 15 lbs*: Continuously
• 16 - 50 lbs*: Frequently
• 51 - 100 lbs: Occasionally
• Over 100 lbs: Never

Auditory/Visual Requirements

• Close Vision: Continuously
• Distance Vision: Continuously
• Color Vision: Frequently
• Peripheral Vision: Occasionally
• Depth Perception: Frequently
• Hearing: Continuously

Pushing/Pulling Requirements

• 0 - 15 lbs*: Continuously
• 16 - 50 lbs*: Frequently
• 51 - 100 lbs*: Frequently
• Over 100 lbs: Occasionally

Note: The physical requirements marked with an asterisk () indicate activities performed without assistance.*

Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Hotel

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Qualifications

Behaviors

Preferred

Leader

: Inspires teammates to follow them

Enthusiastic

: Shows intense and eager enjoyment and interest

Detail Oriented

: Capable of carrying out a given task with all details necessary to get the task done well

Dedicated

: Devoted to a task or purpose with loyalty or integrity

Team Player

: Works well as a member of a group

Motivations

Preferred

Self-Starter

:Inspired to perform without outside help

Flexibility

:Inspired to perform well when granted the ability to set your own schedule and goals

Education

Preferred

High School or better.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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