Service Technician II

Service Technician II ACT ENTERTAINMENT JOB DESCRIPTION THE OPPORTUNITY Every show, every stage, and every event depends on gear that works flawlessly - and that's where you come in. As a Service Technician II, you'll be the hands-on problem-solver keeping ACT Entertainment's product lines running at their best, blending sharp diagnostic skills with a commitment to quality that customers can count on.

If you love figuring out what's wrong, fixing it right, and taking pride in the work, this role is built for you.

WHAT YOU'LL DO

Deliver expert, hands-on service and repair support across your assigned ACT product lines. Diagnose and resolve issues in electronic and mechanical components, bringing damaged or malfunctioning equipment back to peak performance. Drive quality control on new and demo equipment, making sure the sales team is always show-ready.

Verify the quality of every repaired or serviced unit before it heads back into the field. Provide responsive, professional customer support through the CRM system. Prioritize and manage repair workflows, keeping customers and stakeholders in the loop every step of the way. Maintain accurate, organized records of labor performed and inventory used.

Champion a clean, organized, and safe work environment for yourself and your team. Jump in on additional projects and responsibilities as the team's needs evolve. TEAM STRUCTURE This role has no direct supervisory responsibilities - it's an opportunity to sharpen your craft and grow your technical expertise. WHAT YOU BRING A high school diploma, GED, or equivalent hands-on experience.

At least 1 year of experience in live event production (fixture or electronics installation, maintenance, or repair) - or 6+ months as a Service Technician I at ACT Entertainment. Comfort navigating Windows and Microsoft Office. A natural problem-solver's instinct for troubleshooting, diagnosing, and repairing complex equipment.

Hands-on skill with diagnostic and repair tools - multimeter, oscilloscope, DMX tester, soldering equipment. Sharp attention to detail, ensuring every part is installed and maintained to the highest standard. The ability to juggle multiple priorities and thrive in a team-oriented environment. Confidence reading and interpreting circuit diagrams.

Strong self-management skills, balancing independent work with team collaboration. Clear, professional communication with customers and colleagues alike. Flexibility to work nights and/or weekends as needed. TRAVEL REQUIREMENTS: Ability to travel up to 10%, within the US and Canada, as required by the role, dependent upon customer support and training needs.

Must have or be able to obtain a valid passport and driver’s license. PHYSICAL DEMANDS AND WORK ENVIRONMENT: Occasionally required to stand. Occasionally required to walk. Continually required to utilize hand and finger dexterity. Occasionally required to climb, balance, bend, stoop, kneel or crawl. Occasionally works near moving mechanical parts.

While performing the duties of this job, the noise level in the work environment is usually quiet. The employee must lift and/or move up to 50 pounds. COMPANY VALUES: Deliver Legendary Service: It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness.

Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers. Do the Right Thing, always: Demonstrate an unwavering commitment to doing the right thing in every action you take, and, in every decision, you make, especially when no one’s looking . Always tell the truth, no matter the consequences.

If you make a mistake, own up to it, apologize, and make it right. Practice Blameless Problem-Solving: Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve ourselves and our processes so we don’t make the same mistake twice.

Get smarter with every mistake. Learn from every experience. Contribute to Profit: We’re in business delivering value for our customers while making money. We all play a role in building revenue that exceeds our expenses. Look for ways to increase our sales, develop new customers, and control our expenses. Honor Commitments: Do what you say you’re going to do, when you say you’re going to do it.

This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored. Embrace Change and Growth: What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things.

Be excited by the possibilities that change, and growth bring. Be flexible. Be Positive: You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. See the good in others. Your attitude is contagious. Spread optimism and positive energy. Keep Things Fun: While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work.

Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day. The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mon-Fri: 8am-5pm with one hour lunch