Digital Technology_Field Services Tech Lead

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 Operation Technical Lead supports the Field Services Manager in overseeing 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 Field Operation Technical Lead will be responsible for managing outsourced onsite and offsite resources ensuring that the team is meeting the work required. The Field Operation Technology Lead will also be the contact person to plan for project roll-outs and manage the lifecycle of the hardware through its end of life, actively engaging with Technology Solutions and Architecture teams to share knowledge and cascade technology updates for the field services team. 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 onsite and remove outsourced resources to ensure the quality and completeness of the daily field services SLAs and deliver against committed KPIs. 40% 

● Partner with PMOs, Solution Delivery Teams and Architects in planning for software and hardware site roll-outs, ensuring that all technical documentations (installation guides, troubleshooting documents) have been prepared and the knowledge is transferred to the Field Services Team members ahead of go live. 30% 

● Manage hardware inventories of both hardware and software on the ground, be the ambassador in the park to educate crew members to take better care of equipment 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. 

● Interact with third-party hardware and/or software by initiating supporting vendor services as necessary (metal detectors, cash vault, lockers, etc)

● 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, and has demonstrated excellence customer service.

● Proven experience in managing outsourced resources, SLA and KPI tracking and reporting.

● Has minimum 4 years’ experience managing outsourced resources

● Working knowledge of computer networks, wireless networks, Internet services, computer hardware, PCs, MACs, POS, Workstations, Handheld Devices, 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

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

● Must be willing to work on weekends and/or shifts.

REQUIREMENTS  

EDUCATION

● Bachelor’s degree is required.    

● CERTIFICATIONS, LICENSES, REGISTRATIONS:  None 

EXPERIENCE

● 2-4 years Level 2 helpdesk or Field Support role; 2+ years of experience in IT project implementation and 3+ 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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