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Field Service Engineer - Rigging Specialist

Department: Technical Services
Region: North America (US)

Are you a rigging rockstar? Like to travel? Love ETC’s rigging products? Come join the ETC team as a Field Service Engineer in our Rigging group! This role involves providing technical support through the energization and servicing of ETC’s rigging equipment, product training, and customer issue resolution. Candidates must have professional rigging installation experience. Position requires a home base near our Middleton, WI headquarters.

Representative Responsibilities:

• Energizes/repairs ETC Rigging systems and equipment at customer sites:
• Ensures timely arrival to customer site through project management, department scheduler, and site contact.
• 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.
• Provides technical support for rigging within ETC.
• Trains internal personnel, external technicians, and customers on the proper use of ETC products:
• The engineer will stay current on all of ETC’s rigging equipment, including installation and repair procedures.
• The engineer will be trained on all of ETC’s rigging 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.
• Serves as a product expert within Professional Services and provides assistance for customer phone calls.
• Serves as a rigging product expert to assist the R&D development teams.
• 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 80% 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

• Degree in Technical Theatre or related technical field with a minimum of 2-3 years professional entertainment experience with a focus on rigging technology and installation or 6-8 years professional entertainment experience with a focus on rigging technology and installation.
• Customer service experience
• Experience with the installation and use of theatrical rigging systems.
• Experience with mains voltage and 3 phase electricity.
• Strong knowledge of entertainment rigging 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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