Onsite Specialist - Swoogo

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 Wi-Fi and connectivity troubleshooting.
• Experience scoping, pricing, or quoting services, and coordinating contractors, vendors, or freelance technicians.
• Excellent project management skills, with strong attention to process, detail, and deadlines; experience with project management tools is a plus.
• Confident, client-facing, and an excellent communicator, comfortable training groups of adults.
• Calm, resourceful problem solver who stays steady when something breaks during a live event.
• Bachelor's degree in a related business or technical field, or equivalent experience.
• Experience with Zebra ZD621, ZC10L, Epson ColorWorks and similar label printers is a plus.
• Experience with event registration or check-in platforms is a plus.

Travel and Physical Requirements

• Travel to client events throughout the year, including evenings and weekends when events require about 75%.
• Lift, carry, and set up equipment cases up to 50 lbs.
• Occasional travel for company offsites; the role is otherwise remote.