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Service Engineer level TBD

Department: Technical Services
Region: Asia

ETC is seeking a Service Engineer for our Hong Kong office.  If you enjoy travelling extensively, troubleshooting, repairing equipment, and have theatrical or lighting experience, this may be the position for you!

The specific level of the position will be determined by the candidate's education and experience.

Representative Responsibilities:
• Repair of faulty equipment
• Determines repair need with customer
• Generates Service Notifications
• Updates databases in a timely manner
• Verifies loaner equipment is returned after customer’s unit is returned
• Informs customer of repair status
• Energizes/repairs ETC 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.
• Guarantees installation is successful
• Ensure client understands the operation of installed equipment
• Provides 24-hour customer support.
• Responds to service calls as soon as possible.
• Respond to technical questions over the phone, email and web mail in an accurate and timely manner
• Identifies issues and accurately provides information to address the issues.
• Exceeds customer expectations for service and responsiveness.
• Represents the interests of ETC through a positive and customer focused attitude.
• Identifies steps to take if problem is not resolved.
• 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 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 also a field position requiring up to 50% 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:
• Bachelor’s degree in Electronic/Electrical Engineering or similarly related degree
• All levels of previous job-related experience will be considered
• Entertainment (esp. Theatrical or Live Events) lighting experience or rigging background a definite advantage
• Certificate of Registration of Electrical Worker
• Customer service experience
• Experience with mains voltage and 3 phase electricity
• Demonstrated ability to work independently and perform multiple tasks without general supervision.
• Fluent in spoken Mandarin, English and Cantonese
• Fluent in written Chinese and English
• Good knowledge of the use of electrical test equipment (i.e. voltmeter, scope, amp-meter)
• Technical and operational knowledge of ETC’s equipment
•  Ability to use hand tools, power tools, and electronic measuring devices
• Ability to make independent decisions.
• Ability to solve problems of moderate scope.
• Ability to work well under pressure and defuse volatile situations
• Ability to think quickly, creatively, objectively and decisively
• Ability to multi-task between projects and manage priorities.
• Ability to follow directions and project plans.
• Ability to maintain individual task lists, and logs individual time in approved timekeeping program.
• Knowledge of high-powered electrical, digital and analog control systems
• Good communication, interpersonal skills, organizational and problem-solving skills
• Good customer service skills
• Strong degree of flexibility and independence
• Computer skills
• Able to travel extensively
• Ability to work weekend and evenings as required
• Able to work within a construction environment

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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