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Technical Support Engineer

Department: Technical Services
Region: Midwest (US)

ETC is adding a Tech Support Engineer to the Rigging Tech Service team! If you enjoy diving in to research and resolve complex hardware and software issues, are able to respond to technical emergencies or onsite problems, want to serve as a consultant for our product development teams, and act as a training resource for the ETC family, we may have the perfect role for you!

Our ideal candidate will have a Bachelor’s degree, 3-5 years of experience providing technical support, knowledge of technical theatre, electronics, electrical theories, codes and practices, and a technical and operational knowledge of ETC’s rigging equipment.

If you’re up to the task, apply today!

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
• Acts as a training resource for the department
• Other duties as assigned.
• Complete special projects and requests in a timely fashion

Minimum Qualifications:
Education and Experience:
• Bachelor’s degree obtained through a formal accredited four-year program
• 3 – 5 years technical support experience

Knowledge, Skills, and Abilities:
• 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, and 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
• Able to travel
• Ability to work weekend and evenings as required

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