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Supervisor, Field Services
NBC Universal
Orlando, FL, United States
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About Us
Universal Orlando® Resort is a universe of opportunities for people who have a lot to offer. It takes a special kind of person to work at Universal Orlando. An individual who knows how to be part of a team. Someone with a sense of fun who's serious about their work. A person who knows it doesn't take magic to put a smile on a guest's face… it takes hard work, dedication, knowledge and just the right amount of Universal attitude. Whether you're serving food, working in an office, maintaining equipment, performing in costume or operating a ride, you won't just be "doing a job." You'll be creating memories for our guests that will last a lifetime. Are YOU that kind of person?
Responsibilities
Responsible for the supervision and coordination of the IT Field Services staff and operation. Managing the day to day operations including incident assigning, incident monitoring, escalation, customer contact, and Service Levels are being met to increase overall customer satisfaction are met. Participate in a weekly rotating “manager on duty” program to ensure critical issues and outages are coordinated 7x24, 365 days a year. Forecasting and scheduling for events and business needs to ensure policies and procedures are adhered to. This position will work in cooperation with IT management to ensure interdepartmental procedures are communicated to the Field Services Staff in a timely manner and ensure all necessary documents for Field Services procedures are documented and stored in a location accessible to the entire staff.
MAJOR RESPONSIBILITIES:
• Oversees and Monitors Field Services Team, reporting and Daily responsibilities such as e-mails, Restorations and Requests to ensure Service Level Agreement expectations are met or exceeded. Escalate and update Incidents per process.
• Disseminates new information or tasks assigned to the Field Service for events, projects, day to day business and new/replaced hardware software. Ensure the proper documentation of all new tasks and equipment have been completed thoroughly and communicated in a timely manner to the Field Services Team.
• Responsible for sustaining adequate inventory of spare parts, RMA of hardware and control of the software licensees and software with system in place.
• Supervise Evaluate and conduct team member development plans and annual performance appraisals. Assist with ongoing and new hire training of team members. Enforce Universal Orlando policies and procedures. Responsible for coaching, training and preparing operating schedule.
SCOPE: Supervising Fields Services functions to ensure resolution, routing, and delegation of tasks are being properly managed. Maintain confidentiality of sensitive information such as financial, personal data and projects. Standard tasks will include scheduling, budgetary decisions and evaluations. They will be required to conduct Inventory, business decisions and duties assigned. May be required to work remotely and be available off hours for completion of tasks, special projects and emergency situations.
Qualifications/Requirements
QUALIFICATIONS:
• Strong customer/Team interaction skills
• Excellent verbal and written communications skills.
• Detail oriented.
• Ability to multi task in a fast paced environment.
• Ability to deal with issues involving little to no concrete variables in a non-standard situations as well as problems that are undocumented and fairly to extremely complex as technology evolves and new systems are implemented.
• Ability to direct work flow as needed during the day or event. Requires the use of sound business judgment in coordinating the requirements of the various user group(s) in the business to which may arises.
• Ability to read, interpret and create technical documents and effectively present information for one-on-one and small group situations to VP’s, customers, clients, and other employees of the organization.
EDUCATION:
• High school degree or GED is required.
• Technical school is preferred.
• Associate’s degree (AA) is preferred. Bachelor’s degree is preferred.
• Other: Military equivalent in service and training/classes.
EXPERIENCE:
• 5-7 years of Senior/Lead experience in the productions support field is required – preferably Customer service related area.
• 5-7 years experience with personal computers, networking, Windows OS, Active Directory, Microsoft Office products, various Point of Sale systems.
• Formal training in IT related applications or equivalent work experience.
• 1-2 years experience managing and developing employees, preferably in the customer service or information technology fields.
ADDITIONAL INFORMATION: Job requires person to walk and be on their feet for extended periods of time. Conditions vary from season to season as 90% of the work is field work on the spot in the parks. Heat, humidity, rain, wind, cold, pollen, a/c and varying temperatures are part of the conditions the job requires to complete tasks. Work area's range from bench, table, desk, counter, floor, portable stand, Kiosks, mobile cart in place at venue or location. Call pace is very fast and varies from area to area, recognition of issues needs to be weighed against other competing issues. Hours of positions cover from prior to park opening to all venues close of business and operation and then Field Services closes shop after locations are dark. Travel opportunity maybe available for training, assisting partnering parks and/or growing support roles.
Your talent, skills and experience will be rewarded with a competitive compensation package.
We regret, due to the volume of responses, only applicants of interest will be contacted. Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
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