Digital Technology_Field Services Manager

Transformation and Guest Experiences of Universal Studios Japan  

Welcome to the heart of technology innovation at Universal Studios Japan! Join our Digital and Technology (Park Technology) team, a growing global presence in USJ. In the Technology team, you'll join our multicultural, bilingual setting, working on cutting-edge technologies that redefine the theme park experience. Your role is pivotal, setting the standard for new parks worldwide and making a lasting impact on the park business. 
At Universal Studios Japan, your work directly contributes to enhancing the overall guest experience, ensuring that each visitor's journey is not only enjoyable but also seamless and efficient. Your innovations will make guests' lives easier, particularly as the park welcomes more visitors, by creating technological solutions that streamline their interactions, reduce wait times, and offer a more convenient and memorable visit. Join us in shaping a visitor-centric environment where every guest can effortlessly immerse themselves in the magic of Universal Studios Japan. 
In addition to shaping the guest experience, your role in Technology extends to serving our internal customers the dedicated team that makes the magic happen behind the scenes. You'll be instrumental in crafting tailored technology solutions to enhance the efficiency and effectiveness of USJ Crew Members, contributing to a seamless and enjoyable work environment. As a key player in our technological landscape, you'll be pivotal in ensuring that our internal systems and processes align with the highest standards, empowering our team to deliver unforgettable moments to our guests. Join us in creating a holistic, technologically advanced environment where both external and internal customers thrive, setting new benchmarks in the realm of entertainment innovation. 
Now is an exciting time to join Universal Studios Japan. Be at the forefront of shaping the new guest and Crew Member experience. This is the opportune moment to be on the ground, contributing to the very foundation of a transformative era in our parks. 

JOB SUMMARY  

The Field Service Manager oversees the operation of the Field Services Team responsible for desktops, laptops, tablets, Point of Sale, mobile handheld devices, software, 24x7/365 days for USJ.  The Manager will be responsible for managing leadership expectations, developing the team, and meeting defined metrics. They will be the leader in collaborating with Technology Support, Cybersecurity, Helpdesk teams and our internal and external business partners to create relationships to ensure operational stability at the park as well as help drive project roll-outs.  An exciting opportunity to learn the latest technologies used in parks, have an inside view of our system ecosystem and chance to engage with senior business leaderships on day-to-day basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

MAJOR RESPONSIBILITIES

● Manages and aligns projects and tasks to Technology processes and governance these policies. Works with business, and internal partners in the development, installation and support of field deployed IT assets including, but not limited to POS, Access Control, Desktop, and Mobile Devices. Develops project schedules and resource allocation models in support of these field deployed assets. 40% 

● Provides creative technical solutions and supports activities, and projects related to all supported hardware devices. Ensures a high level of systems availability by leveraging staff, and other USJ support organizations. Manages external vendor relationships. 30% 

● Creative thought partner with business stakeholders, service providers, key technology teams, and senior leadership. Acts as the SME on field deployed hardware support best practice. 20% 

● Provides data and reporting of Key performance indicators and trends to IT management for ad hoc, weekly, monthly status reports and as needed. 10% 

● Understand and actively participate in Environmental, Health & Safety responsibilities by following established USJ policy, procedures, training and team member involvement activities. 

● Perform other duties as assigned 
 
SUPERVISORY RESPONSIBILITY

● Supervise Team Members.

● Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required:  

●  Proven experience and track record as Field Service engineer or equivalent 
Ability to manage several complex projects simultaneously while working under pressure to meet deadlines. 

● Working knowledge of computer networks, wireless networks, Internet services, etc. 

● Working knowledge of computer hardware, PCs, MACs, POS, Workstations, Handheld Devices, etc. 

● Licensing knowledge and product use rights for Microsoft, Oracle, IBM, Symantec, Adobe, etc.

● Copyright knowledge for software licensing 

● Highly self-motivated and directed. 

● Working knowledge of ITIL processes, data protection operations and legislations

● Leadership and organization management skills and critical thinking

● Ability to communicate and measure key performance indicators at both the individual and team level, in both Japanese and English verbally and in writing.

● Passionate about providing the best environment where both guests and crew members thrive

REQUIREMENTS  

EDUCATION

● Bachelor’s degree is required.    

● CERTIFICATIONS, LICENSES, REGISTRATIONS:  None 

EXPERIENCE

● 7+ years of experience in IT technical support and 5+ years of experience in service management capacity; or equivalent combination of education and experience.   

ADDITIONAL INFORMATION

Gateway Ticketing Systems, Clarity Food & Merchandise POS, Commercial Hardware devices such as but not limited to Facial Recognition, AI Cameras, IOT, etc. Working knowledge of SCCM and Microsoft products. Working knowledge of ITSM processes; or equivalent combination of education and experience. 

Work Location

Osaka, Japan

LIFE at Universal Studios Japan

Perks & Benefits | 福利厚生

Corporate Site

CSR | L♡VE HAS NO LIMIT

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