Field Operations Engineer, Internet Services

Position Overview

This position is responsible for Sales and Operational Support for the Internet Service components for network deliverables of events, which occur within all of the divisions of Encore.  A Field Operations Engineer works closely with all Managed and Connection Service locations to deliver professional network services for guests attending meetings as well as build and maintain relationships with our venue partners. This position reports to the Director of Field Operations.

Key Job Responsibilities

Sales Support   

• Drive sales of internet services to clients by maintaining regular contact with network service locations.  

• Work with the local teams to reinforce sales and pricing strategies based upon Encore best practices.  

• Participate in client calls relating to meeting space network services, interpret client need, recommend the appropriate technical solutions and suggest potential up-sells.  

• Maintain relationships with key customers with intensive network service needs, recommending locations for future events and keeping track of clients.  

Operational Support                                                                 

• Work with executing location as well as Meeting Organizers to plan and design the appropriate technical solution for an event that is suitable for proper deliverables to achieve meeting execution success.  

• Define network requirements and communicate them to the Encore Network Operations Center or 3rd party provider for execution.  

• Coordinate all necessary hardware and staffing required for successful execution.  

• This position will be required to travel to the executing site to support event execution.

• Develop and maintain relationships with property Directors and other field operations employees at Encore network service locations, instilling confidence in the company’s network service solutions. 

• Act as the first point of contact for all network service best practices from the field, providing the answer where appropriate and escalating where necessary.  

Training Support     

• Act as mentor to staff of hotels with new network service contracts, throughout the installation process.  

• Under general supervision, guide the team through in person training sessions and published training material in advance of the physical installation.  

• Closely support sites in the initial few months of service to solidify local knowledge.  

• Contribute to the continuous improvement of field teams expertize in professional deliverables.

Job Qualifications

• Bachelor of Science degree in Computer Science or commensurate experience

• Minimum 3 years Event IT experience including 1 year in hospitality setting

• Encompass all skills at the C3 & C2 Level. Within 6 months, achieve Computer Level 1 Certification (C1) per Encore Technical Skillset Matrix after transfer to new role

• Cisco Certified Network Associate or equivalent preferred

• Knowledge of Networking and Wireless Design

• Knowledge of Capabilities and Limitations of Networking Equipment

• Technical Sales experience

• Strong verbal and written communication skills

• Ability to manage and organize time and projects successfully

• Highly proficient in Microsoft Office suite

• Self-motivated with the ability to work independently 

Competencies

• Attention to Communication

• Concern for Quality

• Exceeds Customer Expectations

• Building Teamwork

• Production Efficiency

• Initiative

• Negotiation

• Flexibility

Work Environment

Hotel / Convention Center

Event deliverable work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust.  The working conditions will vary between moderately quiet to noisy volumes.  Team members will use networking equipment and electrical components, and may be exposed to heights via lifts and ladders.  Team members may be asked to work in multiple hotel locations based on event requirements.  Working times will include irregular hours and on-call status including days, evenings, weekends and holidays.   Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.   

Office

Work is performed occasionally in an office environment.  Working times may include irregular hours and on-call status including days, evenings, weekends and holidays.   Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

Salary Pay Range: $85,310.00 - $110,902.00

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

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