Customer Account Manager

Job ID TECHN028036 Date posted 02 / 16 / 2024

Key Job Responsibilities

Equipment Operation

• Assist in cleaning, testing, maintaining, prepping and repairing equipment prior to an event
• Responsible for accurate and timely setup, operation, and breakdown of intermediate audio-visual equipment.
• Troubleshoot technical issues and resolve problems quickly as they arise.
• Do the Right Thing - Complies with all Company security and safety measures.
• Ensures equipment is secure from theft and / or damage when in use.
• Adhere to health and safety regulations and wear appropriate PPE.
• Report all health and safety issues to the HSE Manager or appropriate Manager onsite.

Customer Service

• Deliver World Class Service - Provides excellent service and strive to exceed the expectations and needs of internal and external customers.
• Value People - Be a leader, mentor and coach for other Technicians on Encore’s Delivering World Class Service philosophy.
• Maintains a positive relationship with all clients through effective communication.
• Meets with guests on site to ensure that their needs are met and the equipment setup is working properly.
• Monitors events and checks in on customers throughout the day.
• Understands and fosters the hotel / client relationship.

Technical Ability

• Understands the technical aspects of the job and demonstrates advanced operational ability to troubleshoot and problem solve with equipment and software issues.
• See the Bigger Picture - Anticipates equipment challenges and changes in a timely and professional manner.
• Do the Right Thing - Understands company processes, follows procedures and completes systems entry and paperwork accurately.
• Uses the equipment sheets to determine the equipment scheduled for set up and for strike.
• Interacts with other staff and outside vendors for equipment.
• Drive Results - Increases revenue by utilising floor up-selling techniques.
• Work with clients to finalise invoices.
• As needed, work within Encore systems and applications

Disclaimer

The duties and responsibilities described are not a comprehensive list and may change, or additional tasks within scope of work may be assigned at any time with or without notice, as necessitated by business demands.