Field Operations Assistant Manager / Engineering Technical Lead

JOB SUMMARY  

The Field Operations Technical Lead supports the Field Services Manager in overseeing end-to-end Field Services operations for all field IT assets—including point-of-sale devices, mobile handheld devices, digital signage devices, front entrance technology devices, physical access control systems, and related software—ensuring safe, reliable, and high-quality service delivery on a 24/7 basis across USJ, in line with USJ Core Values.

This role is responsible for managing outsourced onsite and offsite resources, ensuring that the team meets all required work deliverables while continuously improving team efficiency, productivity, and work quality.

You will serve as the primary point of contact for planning project rollouts and managing the hardware lifecycle through end-of-life, with a strong focus on preventive maintenance, while actively engaging with Technology Solutions and Architecture teams to share knowledge and cascade technology updates to the Field Services team.

An exciting opportunity to contribute personally while learning the latest technologies used in the park, gaining an inside view of the system ecosystem, and growing through regular engagement with senior business leadership on a day-to-day basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manages onsite outsourced resources to ensure the quality and completeness of daily Field Services SLAs and to deliver against committed KPIs.
• Partner with PMOs, Solution Delivery Teams and Architects in planning for software and hardware site rollouts, ensuring that all technical documentation (installation guides, troubleshooting documents) have been prepared and the knowledge is transferred to the Field Services Team members ahead of go live
• Manages the inventory of the park’s Field IT hardware and associated software and serves as an ambassador to educate crew members on proper equipment care and handling.
• Provides data and reporting on key performance indicators and trends to IT management for ad hoc, weekly, and monthly status reports, as needed.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established USJ policies, procedures, training, and team member involvement activities.
• Interact with third-party hardware and/or software by initiating supporting vendor services as necessary
• Perform other duties as assigned

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 a strong track record as a Field Service Engineer or equivalent, with demonstrated excellence in customer service.
• Proven experience in managing outsourced resources, including SLA and KPI tracking and reporting.
• Has a minimum of four years of experience managing outsourced resources.
• Working knowledge of computer networks, wireless networks, internet services, computer hardware, PCs, Macs, POS systems, workstations, handheld devices, cybersecurity and others
• Knowledge of software licensing, including software usage rights and copyright compliance.
• Working knowledge of ITIL processes, as well as data protection operations and applicable legislation.
• Strong leadership, organizational management, and critical thinking skills.
• Ability to communicate and measure key performance indicators at both the individual and team levels, in Japanese and English, both verbally and in writing.
• Passionate about creating an environment where both guests and crew members can thrive.
• Must be willing to work weekends and/or shifts.
• Maintains a professional, well-groomed appearance in accordance with company standards.

REQUIREMENTS  

EDUCATION

• Bachelor’s degree is required.    

EXPERIENCE

• 2–4 years of experience in a Level 2 Help Desk or Field Support role; 2+ years of experience in IT project implementation; and 3+ years of experience in a service management capacity, or an 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