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 
• 0-3 years of job-related experience
• Entertainment (esp. Theatrical) 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