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Technical Service Manager

Department: Professional Services
Region: Asia

Are you innovative, like problem solving and managing a team?  If you are, we're looking for a Technical Service Manager for our Hong Kong office.  We're seeking a candidate that has previous supervisory experience, with an understanding of Entertainment or Architectural lighting systems.

If you're interested and fit the qualifications for this positon, please apply now.

Representative Responsibilities:
• Directly manage and coordinate the activities of ETC Service Technicians.
• Work with the Global Technical Service Manager to oversee the Service Center network throughout Asia, including recruitment of ASCs where necessary.
• Maintain service center training schedule and training records
• Oversee training, including coordinating trainers, materials, etc.
• Evaluate existing ASCs and locations and recruit additional ASC where necessary.
• Create excitement among ASCs regarding ETC
• Participate in implementation of software packages.
• Develop additional revenue streams for ETC through service products if appropriate. 
• Work with Sales to visit key dealers, distributors and customers to elicit feedback on service
• Communicate excitement about ETC and service to same
• Become the “ambassador” for service
• Maintain after hours support schedule
• Provide training as necessary to in-house staff and ASC network.
• Work with the management group in Asia to build a cohesive team
• Oversee the service operation in all territories covered by ETC Asia
• Monitor work performance and operational efficiency
• Evaluate workload levels and distribute as necessary
• Mentor, and motivate staff, provide training as required, and set goals for group
• Facilitate communication among service technicians
• Other duties as assigned.
• Special projects and requests are completed in a timely and positive fashion.

Minimum Qualifications:
• Bachelor’s degree in a theatrical or technical field
• Demonstrated Technical Service experience in a customer service or technical support role, such as: Theatre Management, Help Desk, Facility Maintenance, Service Industry, Facility Manager
• 3-5 years previous supervisory experience
• Familiarity with employment law
• Excellent communication and organizational skills
• Knowledge of company policies
• Strong attention to detail
• Motivation and leadership skills
• Understanding of Entertainment or Architectural Lighting systems
• Ability to program one or more Computer Lighting Consoles or Ability to Program one or more Architectural Lighting controllers.
• Knowledge of technical theatre and/or basic knowledge of electronics, electrical theories and practices
• Excellent Customer service skills
• Excellent problem solving and interpersonal skills
• Computer skills
• Able to use hand tools, power tools, and electronic measuring devices
• Able to obtain and keep a valid passport
• Able to think quickly, creatively, objectively and decisively
• Able to work well under pressure and defuse volatile situations
• Able to work well independently
• Ability to work weekend and evenings as required

Supervisory Responsibilities:
• Coordinates and collaborates with other departments of the company in establishing and carrying out responsibilities
• Develop and maintain positive communication between department and other departments.
• Performs the hiring, orientation, training, performance management, career development, and overall employee development of department personnel. 
• Formulates, implements & reviews ISO procedures related to the department
• Instructs employees about procedures and work instructions
• Informs employees as to company/departmental plans and progress
• Maintains reporting on all department activities
• Continue to monitor efficiency in the department and make improvements where appropriate
 

APPLICATION INSTRUCTIONS
Please email your resume in .doc, .docx, .pdf, .txt, .rtf, .html, or .ascii format to the address below. If you wish to enclose a cover letter, please include it in the body of your email message.

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