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The Technical Events Manager is responsible for achieving the revenue and profitability goals of an assigned location(s). This position ensures the team delivers World-Class service while cultivating and maintaining relationships with key venue personnel to enhance the overall business relationship with the venue. The TEM promotes high performance, accountability and continuous improvement in the team and fosters a collaborative environment that values learning and a commitment to quality. This role will report to the Area Manager, Cluster TEM or Regional Operations Manager.
Job Responsibility:
Drive Results by managing an efficient and profitable operation with a focused approach on revenue maximisation and profitability using cost control measures
Achieve Encore’s financial goals for the location(s) by effectively managing labour, equipment sub-rentals and other costs
Understand and utilise operational and financial reports and completes standard and ad hoc reports accurately and on time
Utilise the Company billing system to coordinate invoicing activities and makes certain that billing is reviewed and approved by clients
Complete the sales forecast at home location, ensuring they are accurate and submitted timely
Participate in business review presentations as needed, in collaboration with regional management
Review and manage location P&L and develops action plans to address deficiencies/grow the business
Confirms venue partners process all payments to Encore in a timely basis
Perform daily floor operations including scheduling and equipment setups, operation, and strikes
Ensure that all equipment and services are delivered on time, in good working condition and as specified by clients and the venue
Anticipate equipment challenges and changes in a timely and professional manner
Use inventory control procedures to maintain proper inventory levels while also maintaining safety, security, and quality assurance of equipment
Efficiently share labour and equipment within the local market
Attend all operational venue meetings such as daily stand up meetings with venue operations staff
Ensure that all HSE guidelines are properly implemented
Promote a healthy and safe working environment at all times
Work with regional sales teams to create effective sales strategies to maximise revenue per-event for assigned customers including upsell and cross-sell opportunities
Prepare and deliver compelling presentations that convey the value of Encore and effectively solve customer challenges
Effectively prepare and present quotes and proposals in a timely manner to customers
Attend site visits, pre-conference planning meetings, and appropriate venue meetings as necessary to support the customer event experience
Collaborate with vendors and other departments/divisions of the company to capture and service events
Understand event cost structure and incorporate into solution designs according to established profitability guidelines
Attend customer meetings, understanding their goals and responding to their questions, concerns, and challenges
Ensure all customer information is up to date and accurate in the Customer Relationship Management system (CRM) at all times
Maintain knowledge of new product/service offerings and emerging technology supporting meetings and events
Create and present information and reports, as needed, to senior management related to performance, pipeline, forecasting, etc
Deliver World-Class Service by cultivating and maintaining relationships with customers, venue personnel and various Encore supporting functions and departments
Exceed the expectations and needs of internal and external customers
Meet with guests on site to confirm that their needs are met and the equipment setup is accurate and working properly
Monitor small to medium size events and check in on customers throughout the day
Enforce the guidelines in the Employee Guide and/or venue standards for the team to portray a polished and professional image
Understand and oversees the technical aspects of the job and applies basic to advanced troubleshooting and problem solving skills to guide technicians in resolving equipment and software issues in a timely and professional manner
Effectively utilises applicable company computer systems
Act as on-site technical expert as needed for events
Assist on the floor with operations as needed
Promote a culture of high performance, accountability and continuous improvement that values learning and a commitment to quality
Manage performance, addresses employee concerns, maintains adequate staffing levels, and facilitates team development
Manage the HR activities including selection, performance management, and learning
Provide focused and continued coaching to develop the skills of team members
Train employees on Encore standards for service and equipment, and verifies they are properly trained on company computer systems
Recommend team members for training opportunities, as needed
Requirements:
High School Diploma or equivalent is required
Bachelor’s degree is preferred
3+ years of audio visual experience
1+ years of supervisory experience
2+ years of customer service or hospitality experience is preferred
Sales experience is a plus
Working knowledge of audio visual equipment in a live show environment
Proficiency with the use of computer hardware
Proficiency with computer software and programmes, including the Internet and Microsoft Office
Effective leadership abilities and customer satisfaction focus
Nice to have:
Sales experience is a plus
2+ years of customer service or hospitality experience is preferred
What we offer:
Private Healthcare after 12 months of continuous service