Hong Kong Job Openings
ETC
Technical Service Manager
FULL TIME
September 5, 2024
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 previous supervisory experience is preferred.
This position requires a bachelor's degree in theatre or technical field, previous technical experience in a technical support or customer service role, and previous supervisory experience is preferred.
Representative Responsibilities:
Minimum Qualifications:
- 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
- Previous supervisory experience preferred
- 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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