Who You Are
Swoogo seeks a hands-on, customer-focused Onsite Specialist to deliver our onsite services from first scope to final tear down. You will scope and quote custom engagements, order the hardware and consumables, and manage each project from start to finish. You will also lead our network of contract onsite technicians, who deliver most of our onsite work, and travel to events as the onsite technician yourself when an engagement calls for it. This role combines technical skill, project discipline, and the composure to run live check-in for a client's event. You report to the Senior Director, Onsite and work closely with Professional Services, Support, and our hardware partners.
Responsibilities
Scope and quote custom engagements
Run discovery with clients to understand event format, attendance, venue, check-in flow, badge and printing needs, and staffing requirements
Build scopes of work and quotes covering hardware, consumables, staffing, travel, and shipping
Price each engagement accurately and flag margin or scope risk before a quote goes out
Recommend the right mix of hardware and onsite staffing for each event
Track quotes through approval and hand off signed engagements with a complete scope
Order hardware and consumables
Place hardware and consumable orders (printers, scanners, tablets, badge stock, cables) with Swoogo's fulfillment partners and vendors
Confirm delivery dates, tracking, and return logistics so equipment arrives onsite and comes back on time
Keep an accurate record of orders, inventory, and cost per engagement
Stage, configure, and test equipment before it ships or travels with you
Manage engagements from start to finish
Own each engagement from signed quote through post-event wrap-up, and act as the client's point of contact
Gather venue details early, including network, power, load-in, and floor plan, and confirm them before travel
Build and maintain the project timeline, task list, and status for every engagement
Communicate progress, risks, and dependencies clearly to clients and internal stakeholders
Manage multiple engagements at once across different dates and locations
Close out each engagement with a wrap-up of equipment used, issues, and the inputs needed for accurate billing
Lead the contractor network
Onboard new contract technicians and enroll them in Swoogo Onsite Certification
Coordinate contractor availability and assign the right technician to each engagement
Prepare project briefs for handover, covering scope, venue details, equipment, schedule, and client contacts
Provide remote support to contractors during live events, and step in directly when an issue needs escalation
Generate post-event reconciliation reports covering hours, equipment, expenses, and billing inputs
Collect feedback from contractors and clients after every event, and report trends to the Senior Director, Onsite
Maintain contractor records, certification status, and performance history
Deliver onsite
Travel to events as the onsite technician on engagements you deliver yourself, representing Swoogo to the client
Set up, configure, and test check-in stations, badge printers, and related hardware and networking
Train client and event staff on check-in, badge printing, and equipment use
Troubleshoot hardware, printing, connectivity, and software issues in real time during live events, and escalate to Support or Product when needed
Tear down, pack, and return all equipment, and document its condition
Bring field feedback and recurring issues back to Product so our offerings improve
Follow Onsite Services processes, standards, and billing practices
Education, Experience, and Skills Required
At least 2 years of experience in a customer-facing, project-based role, such as event technology, event production, AV, or field services
Hands-on experience working at live events, ideally with check-in, badge printing, or event hardware such as printers, scanners, and tablets
Working knowledge of networking basics, including…