About Enseo
Enseo is a leading technology provider for the hospitality industry, delivering world-class in-room entertainment, guest engagement, and managed services to some of the largest hotel brands in the U.S. Our platforms reach millions of hotel guests annually, powering interactive TV experiences, streaming, casting, and guest-facing digital interfaces across premium properties.
Role Overview
The Technical Operations Manager (TOM) provides specialized, technical services support for customers, staff and external users of Enseo products and services to diagnose and resolve technical concerns for customers within their specific region. The Technical Operations Manager is responsible for the uptime performance and management of Enseo systems and services in their region including; SLA adherence, first time fix goal obtainment, troubleshooting and root cause analysis, on-site technician approval and Statement of Work (SOW) definition, & Return Material Authorization (RMA) approvals. Deliver field-based technical support and repair services, traveling to customer locations on Oahu and neighboring Hawaiian Islands.
The Technical Operations Manager will also respond as needed to escalated Technical Support Service calls (emergency, on-site, or on-line), check indicated points of trouble, analyze systems performance and test systems components.
This is position resides in Oahu and willing to travel to neighboring Hawaiian Islands.
What You’ll Do
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Stays technically current with Enseo product lines as developed and deployed.
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Based upon data collection in the field, recommend engineering changes and/or product improvements that can enhance performance & serviceability.
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Manage, own and report escalations according to Enseo’s Escalation Procedure; cross-functional collaboration on solutions.
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Provides technical input to sales staff on the scope of work and materials needed to bid repair work. Includes calculating labor and material costs.
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Oversees and directs regional service, quality and performance improvement initiatives.
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Shows accountability for the performance metrics of the region, related to service activities. Reports appropriate metrics to the DTO and VP of Customer Operations and creates action plans to address areas of opportunity.
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Performs Root Cause Analysis (RCA) to resolve reoccurring product quality or service issues, customer complaints, or equipment reliability issues.
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Analyzes/diagnoses breakdown and repair data, problems and costs to develop prioritized plans for reliability improvement projects.
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Directs, coordinates, and exercises functional authority for planning, organization, control, and completion of service projects within area of assigned responsibility.
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Identify and drive opportunities to optimize processes where gaps can be eliminated, sustainability can be improved, and best practices can be developed.
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Automation Systems: Ensure the efficient sourcing and use of the latest service automation systems consistent with best practices for managing warranty and onsite service visits.
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Configure required equipment prior to shipping to a scheduled installation.
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Set up network requirements with vendors and be able to troubleshoot and resolve issues as they occur.
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Provide technical support to install technicians until project completion.
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Perform remote diagnostics through TeamViewer or other remote connectivity platforms.
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Ensure installed properties are 100% operational at the conclusion of the project.
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Clearly identify outstanding items
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Complete Final Installation Checklists at the end of every project.
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Consult Enseo Engineering when required and collaborate on technical solutions
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Communication: Optimization of company and departmental operational performance by being a good communicator of accurate information to superiors, peers and team members. This includes disseminating advisories, warnings, Technical Bulletins and new techniques; detecting and diagnosing site issues.
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Performs other duties as assigned.
Qualifications
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Bachelor’s degree in computer science, business administration or related field or equivalent experience
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5 years deployed hospitality/technical industry solutions experience
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Coax RF Plant experience
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Bi-Lingual (Spanish/English) is a plus
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Knowledge of budgeting required
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Fundamental knowledge of network router, switch installations and configurations as well as VLAN set up
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Fundamental knowledge of Linux and JavaScript
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Bi-Directional Amp balancing and configuration
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Signal distribution planning and analysis
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PC literacy with strong competency in all Microsoft Office Suite programs is essential
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Possess leadership skills to lead a team
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Possess problem solving skills including data analysis
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Demonstrate analytical skills by identifying and objectively evaluating innovative and alternative solutions to problems
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Excellent verbal and written communication skills
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Excellent interpersonal and customer service skills
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Excellent organizational skills and attention to detail
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Excellent time management skills with a proven ability to meet deadlines
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Ability to multi-task
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Ability to function well in a high-paced and at times stressful environment
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Ability to use independent judgment in resolving various issues
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Ability to collaborate with team members and other departments
Working Conditions: This is a full-time position; mostly an office environment with some exposure to the outdoors and extreme temperatures. The ability to work evenings, weekends and be on call is essential. Frequent travel is required.
Physical Activities: Occasional climbing, standing, stooping, and the ability to lift up to 100 lbs.
Physical Demands: Prolonged periods of sitting at a desk, working on a computer, speaking on the telephone. Frequent repetitive motions. Must be able to operate machinery on occasion.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
