Field Technology Expert - Hospitality

THIS POSITON IS AT MOBILE CONVENTION CENTER LOCATED AT 1 S Water St, Mobile, AL 36602.

Field Technology Expert - Hospitality (FTE) will leverage expert-level knowledge and experience in network deployments to deliver a high-quality customer experience, upholding standards, and meeting company goals. You will also ensure, via monitoring and maintenance, a 100% uptime during the duration of the customer's event. This role consistently partners with all departmental resources (Hospitality Technicians - Convention Services, show management, decorators, sales, engineering, contracted facilities and/or partner venues) to meet customer requests/demands.

THIS POSITION IS REQUIRED ON-SITE AT THE CONVENTION CENTER ALL WORKING DAYS

• Possesses a deeper understanding of the network and is knowledgeable of the principles and processes involved in products and services in Cox's Hospitality environments.
• Acquires, maintains, and stays current on technical knowledge and Hospitality products which may change over time by attending ongoing job-related training to include initial training, refresher training, as well as product and service updates.
• Study and interpret technical specifications for new equipment/applications to evaluate feasibility of operational deployment and translate any downstream impacts for troubleshooting.
• Expected to maintain and grow their level of technical expertise through industry related continuing education.

• Scope of work focuses on larger, multi-customer, complex, market-wide issues and/or improvement opportunities.
• Assigned tasks that are complex in nature, supporting all Hospitality products/services. Duties may vary year to year based on targets or areas identified for focus.
• Tasked with providing focused resolution of Project, Property and/or Network escalations, tech virtualizations, utilization, Chronic issues, and property monitoring.
• May assist other technicians with complex customer resolution of issues; isolate the origin of trouble/issues; and investigate and remediate root causes.

• Serves in an advisory capacity to Hospitality Field Operations leaders, technicians, and boundary partners through knowledge sharing, expertise, and experience.
• Advise, consult, and report on areas of focus, concern, and/or opportunity. May serve as a technical resource to other regional, market and operations leaders including the NOC (Network Operations Center) and SD (Service Desk).
• Facilitates/participates in a cross-regional community of Field Technology Experts who meet periodically to leverage cross-functional/cross-regional expertise and to identify synergies and economies.
• As a contributor to the community of Field Technology Experts, evaluate and capitalize on leading practices; self-govern protocols; refine/recommend processes across regions and businesses to ensure both uniformity and flexibility to enable a rapid collaborative response to outages; resolves common technical issues; and supplement technical expertise across the footprint.

• Supports back-office troubleshooting related to front line interface and troubleshooting applications, and to understand the mechanics of and interconnections between tracking and work routing systems.
• Provides analysis and reporting of trends and mines data and surfaces potential issues root cause from analysis of these systems' data.
• Reviews data and interprets/translates the impact on operations which aids in interpretation and refinement of focus on priorities for work.
• Reports on chronic issues addressing network and property health; and looks for root causes.

• Will participate in or conduct analyses involving trending, and broader impacts to the business and/or customers. The role will accordingly make recommendations regarding operational impacts and identify opportunities for streamlining, improvements, innovation, or transaction reduction within all Hospitality environments.
• Explore process improvements for greater efficiencies or synergies.
• Proactively identify concerns and explore opportunities for improvement.
  
  E.g., resolve issues prior to customer contact or business interruption.

• Proactively identify concerns and explore opportunities for improvement.
  
  E.g., resolve issues prior to customer contact or business interruption.
• May provide specialized training and knowledge/skill reinforcement to technicians as needed.
• Participates in team meetings as requested.

• Participate in work that may require work beyond regularly scheduled work weeks, unscheduled days, and regular work hours.
• Primary contribution is in applying knowledge (product, industry, professional, and technical) rather than managing people. Greater than 50% of time is done by individual…