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Technical Support Engineer-Russia

Department: Technical Services
Region: Russia

ETC is seeking a Technical Support Engineer with entertainment lighting systems experience to work remotely in Russia.

In this role, the Technical Support Engineer, will be in close contact with our customers and are responsible for high-quality technical support for all ETC devices with a focus on lighting control consoles, as well as for product training and solving customer problems.

Representative Responsibilities:
• Support ETC and other related products
• Provide phone and e-mail technical support and service
• Diagnose technical problems accurately
• Informs customer on progress
• Complete follow-up documentation and log cases in the system
• Determine repair need with customer and synchronize with local dealer / ASC
• Issues loaner equipment when necessary.
• Ensure repair technician understands the unit’s problem and the due date back to the customer.
• Ensure Technical Service are made within the time frame agreed upon by ETC and customer
• Provide Field Service at customer sites
• Ensure timely arrival to customer site through Project Management, Technical Service Administration, and site contact
• Provide positive and effective supervision regarding ETC equipment at job sites
• Evaluate projects on-site to ensure Field Service plan was followed
• Perform necessary adjustments to the plan and assure the adjustments are based on job information
• Report all project related issues to the appropriate project engineers and managers
• Ensure installations are successful
• Ensure system meets customer requirements
• Perform effective end-user training
• Assure client understands the operation of installed equipment
• Provide technical support throughout trade shows or sales/marketing events
• Prepare equipment
• Provide technical coordination for trade shows as needed
• Attend trade show and provide sales and service support
• Provide Demos of equipment
• Provide Engineering Changes Orders to warehoused goods as needed
• Provide Technical trainings
• Train internal personnel, external technicians and customers on the proper use, installation and service of ETC products
• Ensure training workshops have adequate preparation
• Ensure training attendees are educated on ETC products
• Maintain and operate the ETC training equipment and rooms
• Support the repair of faulty products that are sent back to ETC
• Work with testing, storing, organizing, and dispatching demo and loaner equipment
• Perform hardware and software upgrades
• Perform specified upgrade to meet customer requirements
• Report all quality and service issues to the appropriate ETC personnel
• Establish and maintain relations with Authorized Service Providers, ETC dealers, contractors and end users
• Ensure ETC is projected in a professional and enthusiastic manner
• Remain current on changes in policies, procedures, and product offerings
• Ensure product knowledge is up-to-date
• Review and improve existing procedures on a regular basis
• Perform other duties as assigned
• Complete special projects and requests in a timely and positive fashion

Minimum Qualifications:
• Bachelor’s degree in Technical theatre or related technical field, or 4-6 years entertainment lighting experience
• Customer service experience
• Strong knowledge of entertainment lighting systems (specific knowledge of ETC product line is preferred)
• Knowledge of the fundamentals of electrical, digital and analog control systems
• Russian as native language
• Good written and spoken English language skills
• 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, Acrobat)
• Ability to use product related software
• Ability to use hand tools, power tools, and electronic test tools
• Ability 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
• Ability to lift equipment with higher weight
(According to acceptable values mentioned by the professional organization)
• Knowledge of the fundamentals of electricity

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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