Audio Visual Technical Supervisor - BMO Calgary

Position Overview

The Technical Supervisor leads floor operations with a focus on customer service, staff leadership and development. The Technical Supervisor directly leads the technical team to ensure operational efficiencies and customer satisfaction.

This role may also participate in location administrative duties in support of onsite operations and for career development.

This position reports to the Director of Operations.

Key Job Responsibilities

Equipment Operation

• Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment as listed in the technical qualifications section.
• Troubleshoot 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.
• 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.

Training / Staff Development

• Assists in training technicians on all floor activities and on hotel and ENCORE service expectations.
• Serves as a mentor for new hires.
• Models and reinforces a positive working environment centered around company values.

Operations Management

• Organizes the daily floor activities to ensure the timely set up, refresh and removal of equipment.
• Performs daily floor management including directing the workflow of technicians and assisting management with labor needs and scheduling.
• Ensures the equipment sheets are updated and properly completed.
• Works with team to establish coordinated communications for the management of events.
• Attends venue meetings as needed (example banquet event orders or pre-event conferences)

Equipment Maintenance

• Performs preventative maintenance on equipment to keep it presentable and in good working condition.
• Leads the team in proper security, storage, transportation, and maintenance of equipment.
• Participates in physical inventory count processes as requested.

Job Qualifications

• Bachelor’s degree is preferred.
• ENCORE Technical Level 3 Certification is required. New ENCORE team members must be certified by their location within 30 days.
• 3-5 years of customer service or hospitality experience is preferred.
• 3-5 year of audio visual experience is required.
• Knowledge of technical theory.
• Advanced problem solving skills.
• Experience leading workflow and team members.
• 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.

Competencies

• Ownership
• Hospitality
• Professionalism
• Responsiveness
• Safety Conscious
• Directs Work
• Decision Quality
• Manages Conflict
• Develops Talent
• Courage

Physical Requirements

Physical Requirements

Hours Per Day

Lifting Requirements

Frequency

Sitting

2-3 hours

Lifting 0 - 15 lbs*

Continuously

Standing

4-5 hours

Lifting 16 50 lbs*

Frequently

Walking

4-5 hours

Lifting 51 - 100 lbs (2+ persons)

Occasionally

Stooping

2-3 hours

Lifting Over 100 lbs (2+ persons)

Occasionally

Crawling

2-3 hours

Kneeling

2-3 hours

Carrying Requirements

Frequency

Bending

2-3 hours

Carrying 0 - 15 lbs*

Continuously

Reaching (above your head)

2-3 hours

Carrying 16 50 lbs*

Frequently

Climbing

0-1 hours

Carrying 51 - 100 lbs (2+ persons)

Occasionally

Grasping

4-5 hours

Carrying Over 100 lbs

Never

Auditory / Visual Requirements

Frequency

Pushing / Pulling Requirements

Frequency

Close Vision

Continuously

Pushing / Pulling 0 - 15 lbs*

Continuously

Distance Vision

Continuously

Pushing / Pulling 16 50 lbs*

Frequently

Color Vision

Frequently

Pushing / Pulling 51 - 100 lbs*

Frequently

Peripheral Vision

Occasionally

Pushing / Pulling Over 100 lbs

Occasionally

Depth Perception

Frequently

Identifies the physical requirements that team members perform without assistance.

Hearing

Continuously

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.