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Technical Support Specialist

Department: Professional Services
Region: Europe

Our ETC France location is seeking a tech savvy individual to work as our Technical Support Specialist base out of our France Office.  This individual will need speak fluent English to provide phone, e-mail and field support to customers and end users.  

Candidates must meet the minimum qualifications, have customer service experience and strong knowledge of entertainment lighting systems.

Come and join our dynamic team!

Representative Responsibilities:
• Supports ETC and other products
• Provides phone and e-mail technical support and service
• Diagnoses technical problems accurately
• Ensures repairs are made within the time frame agreed upon by ETC and customer
• Informs customer of progress
• Completes follow-up documentation and log cases in the system
• Provides 24 hour pager support on a rotating schedule
• Responds to pager calls with 15 minutes
• Work with testing, storing, organizing, and dispatching demo and loaner equipment
• Provide trade show support
• Prepare equipment
• Provide technical coordination for trade shows
• Attend trade show and provide sales and service support
• Provide demos of equipment
• Reports all quality and service issues to the appropriate factory personnel
• Processes replacement and/or new part orders.
• Identifies required parts and confirms with the customer.
• Completes and updates service order paperwork and database in a timely manner.
• Informs customer of order status.
• Coordinates repair activities.
• Determines repair need with customer
• Generates RMA’s and issues loaner equipment when necessary.
• Ensures repair technician understands the unit’s problem and the due date back to the customer.
• Updates databases in a timely manner
• Verifies loaner equipment is returned after customer’s unit is returned to site
• Informs customer of repair status.
• Completes repairs when necessary
• Provides back-up field service support.
• Identifies and resolves customer problems.
• Guarantees installation is successful.
• Assures client understands the operation of installed equipment.
• Trains internal personnel, external technicians and customers on the proper use of ETC products
• Ensures training workshops have adequate preparation
• Ensures training attendees are educated on ETC products
• Performs hardware and software upgrades
• Performs specified upgrade to meet customer requirements
• Completes follow-up documentation
• Establishes and maintains relations with ETC dealers, reps, Authorized Service Providers, consultants, contractors and end users
• Ensures ETC is projected in a professional and enthusiastic manner
• Remains current on changes in policies, procedures, and product offerings
• Ensures product knowledge is up-to-date
• Reviews and improves existing procedures on a regular basis
• Other duties as assigned
• Complete special projects and requests in a timely and positive fashion
• Provide Engineering Changes Orders to warehoused goods as needed

Minimum Qualifications:
• Bachelor’s degree in Technical theatre or related technical field, or equivalent experience in entertainment lighting
• Customer service experience
• Experience with mains voltage and 3 phase electricity
• Strong knowledge of entertainment lighting systems (Specific knowledge of ETC product line is preferred but not required)
• Knowledge of high-powered electrical, digital and analog control systems
• Ability to speak fluent English and French
• Excellent communications and interpersonal skills
• Excellent organizational, problem-solving and decision-making skills
• Excellent customer service skills
• Ability to be creative and innovative
• Ability to multi task
• Strong degree of flexibility and independence
• Computer skills (Outlook, Internet, Word, Excel, PowerPoint, AutoCAD, Acrobat Reader)
• Ability to use product related software
• Able to use hand tools, power tools, and electronic test tools
• Able to travel extensively and to be flexible
• Must maintain an acceptable driving record and valid license
• Ability to work weekend and evenings as required
• Ability to work within a construction environment
• Able to lift up to 23kg
• Knowledge of the fundamentals of electricity
• Ability and certification to operate scissors lift is helpful
 

 

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