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Technical Support Engineer

Department: Technical Services
Region: North America (US)

Do you love the feeling of saving the show and making sure the curtain goes up on time? Do you want to do something different every day? ETC is looking for Technical Support Engineer to join its Professional Services team. Take on our most difficult technical emergencies at venues across the world, either in person or from your desk in Middleton, WI.

We're looking for a candidate with experience with Eos family products and large, complex installations. Networking, RDM, and ETC fixture experience is also preferred.

Come join our team!

Representative Responsibilities:
• Provide solutions to ongoing, complex customer issues
• Research solutions to hardware and software applications using ETC and other manufacturer’s equipment
• Respond to technical emergencies, which require in-depth research, mockup, or troubleshooting.
• Provide onsite research and support for site-specific problems, which cannot be solved or reproduced at ETC.
• Coordinate with R&D and Manufacturing Engineering to resolve maintenance issues with current and obsolete products.
• Create Sales Orders, RMAs, Service Orders and provide CRM research resource.
• Be a consultant for product development teams acting in concert with the Technical Services development team member, including advising on the Professional Services Plans.
• Be a technical resource to phone support, field service and other departments.
• Coordinate and maintain Technical Service communication
• Knowlix and Web Knowledge base
• Create and edit technical documentation as necessary
• Assist with the implementation of new software packages within TS, as needed.
• Assist with the BETA site program as necessary.
• Perform other duties as assigned

Minimum Qualifications:
• Bachelor’s Degree and 3–5 years technical support experience
• Familiarity with MS Office, Adobe Acrobat, AutoCAD, Web browsers, HTML Coding, graphics software, Windows OS, Publisher, Power Point
• Technical and operational knowledge of ETC’s equipment
• Knowledge of technical theatre, electronics, an electrical theories, codes and practices.
• Knowledge of electronic diagnostic tools
• Ability to think quickly, creatively, objectively and decisively
• Ability to work well under pressure and defuse tense situations
• Ability to work independently
• Excellent presentation and interpersonal skills
• Strong writing and organizational skills
• Strong troubleshooting and deductive reasoning skills resulting in an ability to solve complex and non-obvious problems
• Able to manage multiple tasks and priorities
• Ability to drive an automobile and have an acceptable driving record
• Ability to travel
• Ability to work weekends and evenings as required

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