Specialist, Technical Services

About the role

The Technical Services Specialist provides 24/7 service, support, and upgrades for IMAX digital projection and audio equipment, ensuring audiences receive the highest-quality IMAX experience. This role is based in the United States and operates from a home office, with extensive travel (up to 75%) across the U.S. and internationally, often on short notice.

Responsibilities

• Perform service and preventative maintenance on IMAX digital projection and audio equipment via on-site visits and remote support.
• Contribute to maintaining target uptime for all IMAX theatres through preventative and emergency servicing.
• Handle and maintain high-value technical equipment in critical operating environments.
• Ensure timely and accurate reporting of service activities using CRM systems or other databases.
• Track and manage parts replacement, ensuring returns comply with warranty requirements.
• Minimize lost shows by proactively diagnosing and resolving technical issues.
• Plan and schedule service visits, including hardware and software installations.
• Provide written service reports to customers during or after site visits.
• Prepare periodic reports related to theatre operations and service activity.
• Maintain accurate and detailed records in the Technical Services database.
• Respond to emergency service requests and restore systems quickly.
• Travel internationally and adjust travel plans on short notice as needed.
• Respond promptly to client communications including alerts, emails, and phone calls.

Qualifications

• Post-secondary education (2–4 years) in engineering, electronics, or a related technical field, or equivalent work experience.
• Strong knowledge of electrical and electronic systems, including the use of diagnostic tools (e.g., voltmeters, oscilloscopes) and ability to read schematics.
• Experience in electronics or computer repair, including safe handling of components using anti-static practices.
• Working knowledge of AC/DC power systems, including low voltage, single-phase, and three-phase equipment.
• Strong problem-solving and troubleshooting skills in high-pressure environments.
• Excellent interpersonal and customer service skills with the ability to handle difficult situations professionally.
• Strong written and verbal communication skills in English; additional languages are an asset.
• Ability to prioritize and manage maintenance tasks within customer scheduling constraints.
• Proficiency with PC hardware and software, including Microsoft Office and Outlook.
• Basic knowledge of networking concepts (e.g., IP configuration, device connectivity).
• Familiarity with FTP protocols, telnet, and related utilities.
• Experience with commercial cinema systems, technical support environments, or help desk operations is an asset.
• Knowledge of Windows operating systems, networking, and troubleshooting is an asset.
• Basic understanding of the Windows registry is an asset.
• Ability to work flexible hours, including weekends and holidays.
• Physical ability to lift up to 50 lbs, work at heights, and stand or sit for extended periods.
• Ability to bend, reach, and perform physically demanding tasks as required.

Pay

Hiring Range: $65,259.00 - $93,228.00 (per year)

Schedule

Flexible hours, including weekends and holidays.