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The Region Technology Lead is the liason between the field, tech vendors and corporate IT, primarily for the Northeast Region.
Job Responsibility:
Supports the Regional IT and Field Service Directors in maintaining customer satisfaction by resolving issues with the help of Technical Support teams
Ensure a positive customer experience by collaborating with both the Account and Support teams to ensure professional handling, timely communications, and resolution of support requests
Follows-up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
Lead technology mobilizations for new account openings and technology decommissioning for departing accounts. These efforts may span outside of the normal operating regions
Manage projects assigned by the Field Service Director, informed by insights from the Regional IT Director and regional leadership
Participates in technology deployments ensuring projects remain on task and on time meeting the customer demand. Communicates status prior to potential issues
Utilizes ITSM (IT Service Management) policies to meet the objectives of the Collegiate Hospitality Field Service Team
Ensure a high level of quality assurance and customer service is maintained
Engages regional Community of Tech to train local technical leads on process improvements, deployment standards and support training
Perform additional tasks as assigned
Some off hours (nights/weekends) support and deployment work expected based upon severity of outage or project
Requirements:
Five to seven years of experience with a progression of responsibility, but not limited to, in-depth, hands-on expertise with large and complex hospitality and point of sale solutions
Strong analysis, organization, communications, interpersonal skills, and project management skills are essential
Solid proactive decision-making skills are required
Experience with hospitality customer technologies is required
Excellent analytic skills, knowledge of ITIL practices and ServiceNow software
Ability to travel up to 60%
What we offer:
Medical
Dental
Vision
Work/life resources
Retirement savings plans like 401(k)
Paid days off such as parental leave and disability coverage