Technical Service Specialist

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Who We Are: ETC is the leading manufacturer of entertainment technology! We're celebrating 50 years of creating lights, controls, and rigging products for some of the world's largest concert venues, performance spaces, museums, workspaces, television and movie sets, and arenas. With a global presence, our products shape experiences worldwide.

What You'll Do: As a Technical Service Specialist in ETC's London office, you will be the person who gets to tinker, troubleshoot, and repair our products, playing a vital role in ensuring our cutting-edge products perform at their best and provide exceptional experiences for our clients. This position is integral in working through problems that may arise, completing and documenting repairs, and testing. This position is also responsible for providing guidance for software updates, production configuration, and tradeshow support, which may require occasional travel to tradeshows and/or client sites.

What You'll Need: A technical degree in electronics or equivalent experience, preferably in electronic repairs. An understanding of the theatre industry, and sensitivity to the time constraints that come with it. An innately inquisitive mind, with the ability to look at something you've not seen before and be able to diagnose the issue. Excellent troubleshooting skills with the ability to solve interdependency issues between systems, manual dexterity, soldering skills, and knowledge of current wiring regulations.

Representative Responsibilities:

1. Responsible for incoming repairs
2. Provide troubleshooting and repair of all products offered by ETC
3. Determining if a product can be repaired or if it needs to be replaced
4. Completes appropriate paperwork associated with repairs and re-shipments
5. Works with TS Admin to facilitate RMA returns
6. Provides phone and e-mail technical support for products
7. Diagnoses technical problems accurately
8. Ensures repairs are made within the time frame agreed upon by ETC and customer
9. Informs customer of progress
10. Completes follow-up documentation and log cases in the system
11. Provides information and guidance for software upgrades
12. Provide production configuration of new equipment as assigned
13. Provide Engineering Change Orders to warehoused goods as needed
14. Provide trade show support
15. Prepare equipment
16. Assist in pre-show build of booth
17. Attend show (if required)
18. Work with testing, storing, organizing, and dispatching demo and loaner equipment
19. Reports all quality and service issues to the appropriate personnel
20. Trains internal personnel, external technicians and customers on the proper repairs of ETC products
21. Ensures training workshops have adequate preparation
22. Ensures training attendees are educated on ETC products
23. Provides product testing for R&D as required
24. Occasionally provides technical support in the field
25. Performs other duties as assigned
26. Completes special projects and requests in a timely and positive fashion

Minimum Requirements:

1. Technical degree in Electronics or equivalent or comparable business experience in increasingly responsible positions in the related discipline
2. 3-5 years previous experience with electronic repair, preferred
3. Problem solving and troubleshooting skills
4. Verbal and written communication skills
5. Ability to occasionally travel throughout Europe
6. Ability to work independently
7. Knowledge of PCB, electronics and mechanical assembly preferred
8. Able to read prints and schematics preferred
9. Manual dexterity skills
10. Good soldering skills and surface mount techniques
11. Able to use hand tools, small power tools, and test equipment
12. Knowledge of current wiring regulations
13. Computer skills (Outlook, Internet, Word, Excel, PowerPoint)
14. Ability to lift up to 23Kgs