Do you have experience working with ETC products? Are you looking for a position that will offer challenges and where you will rarely have the same day twice? Are you a phenomenal communicator who also likes hands-on troubleshooting?
If you answered yes to the above, join the ETC Technical Services team today as our next Technical Support Engineer! This position will be located at our global headquarters in Middleton, WI. Qualified applicants will have excellent communication and conflict resolution skills, experience providing technical support, and familiarity with ETC’s product lines.
ETC is proud to be 100% employee owned that offers an Employee Stock Ownership Plan (ESOP), generous paid time off and the opportunity to work with great people on a wide variety products used in entertainment, architectural, and other venues around the world! For questions, please contact Tracy Haggerty at [email protected] or 608-824-5342.
Representative Responsibilities:
- Provide solutions to ongoing, complex customer issues
- Research solutions to hardware and software applications using ETC and other manufacturer’s equipment
- Respond to technical emergencies, which require in-depth research, mockup, or troubleshooting
- Provide onsite research and support for site-specific problems, which cannot be solved or reproduced at ETC
- Coordinate with R&D and Manufacturing Engineering to resolve maintenance issues with current and obsolete products
- Create Sales Orders, RMAs, Service Orders and provide CRM research resource.
- Be a consultant for product development teams acting in concert with the Technical Services development team member, including advising on the Professional Services Plans
- Be a technical resource to phone support, field service and other departments
- Coordinate and maintain Technical Service communication
- Maintain articles for Web Knowledge Management System
- Create and edit technical documentation as necessary
- Assist with the implementation of new software packages within TS, as needed
- Acts as a training resource for the department
- Other duties as assigned.
- Complete special projects and requests in a timely fashion
Minimum Qualifications:
- Bachelor’s Degree or 8 years of comparable business experience in increasingly responsible positions in the related discipline
- 3 – 5 years technical support experience
- Familiarity with MS Office, Adobe Acrobat, AutoCAD, Web browsers, HTML Coding, graphics software, Windows OS, Power Point
- Technical and operational knowledge of ETC’s equipment
- Knowledge of technical theatre, electronics, and electrical theories, codes and practices
- Knowledge of electronic diagnostic tools
- Ability to think quickly, creatively, objectively and decisively
- Ability to work well under pressure and defuse tense situations
- Ability to work independently
- Excellent presentation and interpersonal skills
- Strong writing and organizational skills
- Strong troubleshooting and deductive reasoning skills resulting in an ability to solve complex and non-obvious problems
- Able to manage multiple tasks and priorities
- Ability to drive an automobile and have an acceptable driving record
- Able to travel
- Ability to work weekend and evenings as required
What We Do
A global leader in the manufacturing of lighting and rigging technology, ETC employs nearly 1400 people in 13 corporate offices around the world. ETC is proud of its industry reputation for unmatched technical and customer service, 24/7/365. And with a family of over 300 authorized service centers throughout the world, staffed by hundreds of certified technicians, customers are never far from an ETC resource with a face and a name. ETC develops professional tools and makes them accessible to everyone. Their products are found in small and large venues worldwide, such as theatres, churches, restaurants, hotels, schools, television studios, casinos, theme parks, and opera houses. Founded in Madison, Wisconsin, in 1975, ETC was begun with the passionate belief that there was a better way to make a lighting control console. A small group of university students challenged themselves by creating a microprocessor-based console that outdid other boards on the market at the time. That entrepreneurial spirit grew into an award-winning business. To learn more about ETC and our history of innovation, visit www.etcconnect.com.
