Senior Technical Lead, Hilton Baltimore

Position Overview

The Sr. Technical Lead is a Mid-Tier technical Operator, focusing on small general session work, or assisting with larger general sessions. This is intended to be a bridge between technical lead and technical specialist and reports to an Operations Manager, Dir, Operations or DET.

Key Job Responsibilities

Equipment Operation

• Ensures a flawlessly executed event through accurate and timely setup, operation, and breakdown of advanced audiovisual equipment as listed in the technical qualifications section.

• Troubleshoots technical issues and resolve problems quickly as they arise.

• Complies with all Company security and safety measures.

• Ensures equipment is secure from theft and/or damage when in use.

Customer Service

• Provides excellent service and strives to exceed the expectations and needs of internal and external customers.

• Maintains a positive relationship with all clients through effective communication.

• Collaborates with internal team on event solutions pre-event and during event to ensure the best possible customer satisfaction.

• Understands and fosters the hotel/client relationship.

Training/Staff Development

• Creates an atmosphere that fosters the development of technical and leadership skills in other employees.

• Provides mentorship and coaching to technical, sales, and operations team members to develop technical skills as needed.

Event Supervision

• Performs advanced work (pre/during/post event) with operations team members.

• Supervises and directs other technicians during an event.

Equipment Maintenance

• Assists team with proper security, storage, transportation, and maintenance of equipment.

• Performs inventory and forecasting of equipment needs.

Job Qualifications

• Bachelor’s Degree is preferred.

• 2+ years of field experience in specialty area is required.

• 2-3 years of customer service or hospitality experience is preferred.

• Internal applicants must meet/complete all training and certification requirements as determined by Encore’s Global Learning Training Program in their current position, and for the position they are applying to. Navigate to Connect, HR, Recruiting and Internal Employee Resources to review technical requirements.

• External applicants must meet/validate and achieve/complete all training and certifications required for this position, within 60 days of start date. For technical external requirements, view our career path at jobs.encoreglobal.com and "career path" or the direct link below https://jobs.encoreglobal.com/en/career-paths

• Ability to interact professionally and effectively with a diverse work force, customer base and senior level management.

• Strong customer, client and coworker interface experience and abilities.

• A valid driver’s license is required for team members in positions that may operate Company vehicles. Additional DOT requirement may need to be met if applicable.

• Must be able to lift 50 lbs.

Competencies

Deliver World Class Service

• Hospitality

• Ownership

Do The Right Thing

• Demonstrates Self-Awareness

Drive Results

• Ensures Accountability

See The Big Picture

• Decision Quality

• Manages Complexity

Value People

• Collaborates

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Physical Requirements

Team members must be able to meet the physical demands outlined below to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities

• Sitting: 2-3 Hours

• Standing: 4-5 Hours

• Walking: 4-5 Hours

• Stooping: 2-3 Hours

• Crawling: 2-3 Hours

• Kneeling: 2-3 Hours

• Bending: 2-3 Hours

• Reaching (above your head): 2-3 Hours

• Climbing: 0-1 Hours

• Grasping: 4-5 Hours

Lifting Requirements

• 0 - 15 lbs*: Continuously

• 16 - 50 lbs*: Frequently

• 51 - 100 lbs: Occasionally

• Over 100 lbs: Occasionally

Carrying Requirements

• 0 - 15 lbs*: Continuously

• 16 - 50 lbs*: Frequently

• 51 - 100 lbs: Occasionally

• Over 100 lbs: Never

Auditory/Visual Requirements

• Close Vision: Continuously

• Distance Vision: Continuously

• Color Vision: Frequently

• Peripheral Vision: Occasionally

• Depth Perception: Frequently

• Hearing: Continuously

Pushing/Pulling Requirements

• 0 - 15 lbs*: Continuously

• 16 - 50 lbs*: Frequently

• 51 - 100 lbs*: Frequently

• Over 100 lbs: Occasionally

Note: The physical requirements marked with an asterisk () indicate activities performed without assistance.*

Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Hotel

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.

Warehouse

Work is performed at event venues as well as in a warehouse environment. Team members must adhere to appearance guidelines as defined by Encore based in a warehouse environment and when traveling, on an individual venue or a representation of venues in that city or area. When in the Warehouse, work will be completed in an environment with exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may use high-end audio-visual equipment and electrical components. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned