Position Overview

The Project Coordinator – Concise is responsible for providing in-office and on-site support for the Chime app/platform for events in both the Virtual and In-Person space. This position will provide excellent customer service and technical support to internal and external Encore customers. The Project Coordinator – Concise will partner closely with PM teams to complete pre-event planning and lead a team of technicians onsite in the successful execution of the customer’s vision. This position requires up to 75% travel including international travel. The Project Coordinator reports to Associate Director, Operations – Concise.

Key Job Responsibilities

Event Support

• Prepare on-site setup and operation of Digital Production platform including Chime and others as determined by client need.
• Training of local technicians (where appropriate) on process flow, technology and presenter support best practices.
• Maintain focus on client needs by attending client meetings for preplanning and post event reporting on events worked as needed. Communicate event execution plan and on-site changes.

Client Support

• Develop strong relationships with internal event owners and Project Managers to ensure excellent cross-functional collaboration.
• Deliver excellent customer service to all internal and external Encore / Concise clients and customers.
• Respond to clients’ questions and concerns.

End User Support

• Support Chime services to end users regarding both equipment-based needs and platform inquires.
• Provide internal platform support for Encore / Concise Project Managers and other Specialists.

Hardware/Device Support

• Assist with quality control of system hardware and documentation of issues/maintenance needs.
• Assist with pre-event imaging of gear and devices where needed (laptops, iPads, servers, etc.).

Product Documentation and Process Support

• Assist with documentation generation and maintenance of Chime support processes.
• Assist Encore Digital Services team with other Digital Services documentation generation and maintenance where needed.
• Work with Encore / Concise team members to determine best practices for support processes.

Job Qualifications

• Technical School Degree in computers, A/V or related technology or bachelor’s degree
• 2+ years of related experience and/or training
• Strong understanding of Windows and MS Office
• Strong customer service skills
• Excellent organization skills and ability to manage multiple projects
• Ability to multi-task and thrive in a constantly changing environment
• Ability to interact appropriately with high level management
• Ability to delegate work to peers in subordinate position
• Ability to learn new technologies easily and good analytical skills
• Attention to detail and ability to remain focused a must
• Must be able to determine urgency levels and take direction from higher technician levels
• Must be able to thrive within a team environment
• Must be able to work flexible hours
• Must be able to commute to Coppell, TX

Competency Group

This section consists of the Competency Group Number that is assigned to the job. Each job at Encore is tied to one of six competency groups. The Competency Group will be determined based on the roles and responsibilities that are required for that job title.

Competency Group = 2

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).

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.

Office

Work is performed primarily in an office environment. Working times may 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 in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

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.