Technical Service Manager

4 months ago

Hong Kong, Hong Kong SAR China Electronic Theatre Controls Full time

ETC's Hong Kong office is currently seeking candidates for a Technical Services Manager. If you are innovative, enjoy problem solving, and would like to manage a team of like minded individuals, we would encourage you to apply

This position requires a bachelor's degree in theatre or technical field, previous technical experience in a technical support or customer service role, and 3+ years of previous supervisory experience.

Representative Responsibilities:
• Directly manage and coordinate the activities of ETC Service Technicians.
• Work with the Global Technical Service Manager to oversee the Service Center network throughout Asia, including recruitment of ASCs where necessary.
• Maintain service center training schedule and training records
• Oversee training, including coordinating trainers, materials, etc.
• Evaluate existing ASCs and locations and recruit additional ASC where necessary.
• Create excitement among ASCs regarding ETC
• Participate in implementation of software packages.
• Develop additional revenue streams for ETC through service products if appropriate.
• Work with Sales to visit key dealers, distributors and customers to elicit feedback on service
• Communicate excitement about ETC and service to same
• Become the “ambassador” for service
• Maintain after hours support schedule
• Provide training as necessary to in-house staff and ASC network.
• Work with the management group in Asia to build a cohesive team
• Oversee the service operation in all territories covered by ETC Asia
• Monitor work performance and operational efficiency
• Evaluate workload levels and distribute as necessary
• Mentor, and motivate staff, provide training as required, and set goals for group
• Facilitate communication among service technicians
• Other duties as assigned.

Minimum Qualifications:
• Bachelor’s degree in a theatrical or technical field
• Demonstrated Technical Service experience in a customer service or technical support role, such as: Theatre Management, Help Desk, Facility Maintenance, Service Industry, Facility Manager
• 3-5 years previous supervisory experience
• Familiarity with employment law
• Excellent communication and organizational skills
• Knowledge of company policies
• Strong attention to detail
• Motivation and leadership skills
• Understanding of Entertainment or Architectural Lighting systems
• Ability to program one or more Computer Lighting Consoles or Ability to Program one or more Architectural Lighting controllers.
• Knowledge of technical theatre and/or basic knowledge of electronics, electrical theories and practices
• Excellent Customer service skills
• Excellent problem solving and interpersonal skills
• Computer skills
• Able to use hand tools, power tools, and electronic measuring devices
• Able to obtain and keep a valid passport
• Able to think quickly, creatively, objectively and decisively
• Able to work well under pressure and defuse volatile situations
• Able to work well independently
• Ability to work weekend and evenings as required

Supervisory Responsibilities:
• Coordinates and collaborates with other departments of the company in establishing and carrying out responsibilities
• Develop and maintain positive communication between department and other departments.
• Performs the hiring, orientation, training, performance management, career development, and overall employee development of department personnel.
• Formulates, implements & reviews ISO procedures related to the department
• Instructs employees about procedures and work instructions
• Informs employees as to company/departmental plans and progress
• Maintains reporting on all department activities
• Continue to monitor efficiency in the department and make improvements where appropriate

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