Technical Support Specialist

ETC, an international leader in events lighting technology, is currently seeking a Technical Support Specialist to join our team in our Holzkirchen, Germany office.

In this role, the Technical Support Specialist will be in close contact with our customers and is responsible for providing high-quality technical support for all ETC devices. ETC is focused on providing excellent customer service, quality training, and is committed to solving customer issues.

**Representative Responsibilities**:

- Support ETC and other related products
- Diagnose technical problems accurately
- Informs customer on progress
- Complete follow-up documentation and log cases in the system
- Provide phone support outside the regular working time on a rotating schedule
- Respond to hotline calls with 15 minutes
- Determine repair need with customer
- Generate RMA’s and issues loaner equipment when necessary.
- Ensure repair technician understands the unit’s problem and the due date back to the customer.
- Ensure Technical Service are made within the time frame agreed upon by ETC and customer
- Provide Field Service at customer sites
- Ensure proper planning, preparation and execution of Field Service
- Provide positive and effective supervision regarding ETC equipment at job sites
- Evaluate projects on-site to ensure Field Service plan was followed
- Perform necessary adjustments to the plan and assure the adjustments are based on job information
- Report all project related issues to the appropriate project engineers and managers
- Ensure installations are successful
- Ensure system meets customer requirements
- Perform effective end-user training
- Assure client understands the operation of installed equipment
- Provide technical support throughout trade shows or sales/marketing events
- Prepare equipment, provide support on construction and dismantling the booth
- Provide technical coordination for trade shows as needed
- Attend trade show and provide sales and service support
- Provide Demos of equipment
- Provide Engineering Changes Orders to warehoused goods as needed
- Provide Technical trainings
- Train internal personnel, external technicians and customers on the proper use, installation and service of ETC products
- Ensure training workshops have adequate preparation
- Ensure training attendees are educated on ETC products
- Maintain and operate the ETC training equipment and rooms
- Support the repair of faulty products that are sent back to ETC
- Work with testing, storing, organizing, and dispatching demo and loaner equipment
- Perform hardware and software upgrades
- Perform specified upgrade to meet customer requirements
- Report all quality and service issues to the appropriate ETC departments
- Establish and maintain relations with Authorized Service Providers, ETC dealers, contractors and end users
- Ensure ETC is projected in a professional and enthusiastic manner
- Remain current on changes in policies, procedures, and product offerings
- Ensure product knowledge is up-to-date
- Review and improve existing procedures on a regular basis
- Perform other duties as assigned
- Complete special projects and requests in a timely and positive fashion

**Minimum Requirement**:

- Grade and level to be determined, based on education and experience_
- Bachelor’s degree in Technical theatre or related technical field or comparable business experience in increasingly responsible positions in the related discipline
- Customer service experience
- Strong knowledge of entertainment lighting systems (specific knowledge of ETC product line is preferred)
- Knowledge of the fundamentals of electrical, digital and analog control systems
- Good written and spoken German and English language skills
- Excellent communications and interpersonal skills
- Excellent organizational, problem-solving and decision-making skills
- Excellent customer service skills
- Ability to be creative and innovative
- Ability to multi task
- Strong degree of flexibility and independence
- Computer skills and network skills
- Ability to use product related software
- Ability to use hand tools, power tools, and electronic test tools
- Ability to travel extensively and to be flexible
- Must maintain an acceptable driving record and valid license
- Ability to work weekend and evenings as required
- Ability to work within a construction environment
- Ability to lift equipment with higher weight