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Field Service Engineer

Department: Technical Services
Region: North America (US)

ETC has an opening for a Field Service Engineer to support our lighting customers. This position involves performing service in the field, representing ETC's full lighting family, and providing superior customer service. Our ideal candidate will have a strong lighting background and the ability to represent ETC and our products at the highest level.

Ideal location would be the Madison, WI area, but we’re open to any US location near a major airport.

Representative Responsibilities:

• Energizes/repairs ETC systems and equipment at customer sites:
• Ensures timely arrival to customer site through project management, department scheduler, and site contacts.
• Evaluates and installs/repairs equipment at customers’ venue, as designed by ETC, to ensure the correct equipment is installed and is working as designed and specified.
• Performs effective end-user and technician training.
• Ensures factory personnel receive completed turn-on report, corrected drawings, expense reports, and other paperwork as deemed necessary.
• Provides 24-hour customer support:
• By means of a company supplied cell phone and laptop.
• Exceeds customer expectations for service and responsiveness.
• Represents the interests of ETC through a positive and customer focused attitude.
• Ensures repairs are made within the time frame agreed upon by ETC and its customers.
• Informs ETC and its customers of progress in a timely manner.
• Completes follow-up documentation.
• Trains internal personnel, external technicians, and customers on the proper use of ETC products:
• The engineer will stay current on all of ETC’s equipment, including installation and repair procedures.
• The engineer will be trained on all of ETC’s equipment in order to serve as a trainer to ETC’s customers.
• 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, contract technicians, consultants, contractors, and end users.
• Employee travel:
• This position is a field position requiring up to 90% of work occurring outside of an ETC office.
• This position requires occasional work in the evenings and weekends.
• Other duties as assigned:
• Complete special projects and requests in a timely and positive fashion.

Minimum Qualifications: Grade and level to be determined, based on experience

• Technical Bachelor’s Degree or 6-8 years professional experience in increasingly responsible positions in the related discipline.
• All levels of previous job related experience will be considered, but a minimum of 2-3 years of job-related experience is required.
• Demonstrated ability to work independently and perform multiple tasks without general supervision.
• Theatrical lighting experience.
• Customer service experience.
• Experience with mains voltage and 3 phase electricity.
• Moving light programming experience and/or experience in architectural lighting systems installation is preferred.
• Strong knowledge of entertainment lighting systems.
• Knowledge of high-powered electrical, digital and analog control systems.
• Excellent communications and interpersonal skills.
• Excellent organizational and problem-solving skills.
• Excellent customer service skills.
• Strong degree of flexibility and independence.
• Computer skills.
• Able to use hand tools, power tools, and electronic test tools.
• Able to travel extensively.
• Must maintain an acceptable driving record and valid license.
• Ability to work weekend and evenings as required.
• Ability to work within a construction site.
• Able to lift up to 65 pounds.

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