TECHNICAL EXCELLENCE LEAD

Job Summary

Position Overview

Waveguide’s hospitality team believes in using technology to elevate the human connection by inspiring confidence in our client partners. The confidence our world-class audiovisual technology hospitality team inspires allows our clients to deliver events that drive engagement – the gold standard of any successful meeting. To do that, our hospitality team is guided by our HERO ethos, which ensures we observe, respect and reflect our clients’ unique culture back to each attendee at all meetings and events. 

• Hospitality – Always listening 
• Excellence – Always improving 
• Resilience – Always flexible 
• Ownership – Always trusted 

That’s where the Technical Excellence Lead comes in. The Lead’s main role is to provide technology leadership and oversight to their contract and its locations. Leads are by nature managing the unique components of the service, not the people delivering the service. The Technical Excellence Lead’s responsibility is to ensure the onsite delivery of technology standards, preventative maintenance routines, and break fix project management. Their main focus will be technology uptime in order to instill confidence in the client employees that the technology will maximize engagement in their meetings, every time.

The Technical Excellence Lead will report to either the Technology Hospitality Manager or the Technology Hospitality Director. They will not be responsible for managing personnel and will not have any direct reports.

Responsibilities

• Develop data collection structure for preventative maintenance and equipment upkeep
• Continually analyze data to identify trends or systemic concerns with integrated technology systems
• Plan and execute the installation and configuration of AV equipment
• Act as a technical escalation point when issues are experienced with AV and UC systems
• Consult with team members and clients on complex technical event requirements
• Create and manage structure to collect accurate records of installations, maintenance, and repairs
• Stay up-to-date with the latest AV technologies and industry trends
• Offer insights and recommendations for equipment refresh and upgrade
• Manage and direct technical teams in execution of SOW
• Coordinate with Technology Hospitality services teams globally
• Act as the technical liaison to integrators and internal Waveguide resources
• Provide project management and technical consultation
• Manage AV installation and maintenance vendors
• Prepare monthly reports
• Maintain ticketing, logging, and asset management
• Liaise with contractors and vendors
• Document videoconferencing support
• Provide consultation and education on presentation technology
• Ensure troubleshooting and preventive maintenance documentation
• Coordinate escalation of issues
• Facilitate scheduled meetings
• Maintain understanding of new technology
• Schedule and attend client meetings as needed
• Provide technical oversight to assist project teams with the deployment and verification of technology systems and associated infrastructure for new building construction and renovation projects
• Take ownership of projects and the processes. Challenge ideas and find ways to improve work products and processes
• Verify the deployment and proper functioning of technology systems at client locations and offsite staging facilities 
• Assist the project team with project delivery, including meeting preparation and participation, report writing, and general coordination
• Provide regular project updates and reporting to owner. This will typically include lists of non-compliant items identifying relevant dates and responsible parties
• Troubleshoot audiovisual and videoconferencing related technology 

Required Core Competencies

• Working knowledge of basic contract language and agreement structures
• Ability to perform basic mathematics in a business environment
• Ability to produce a forecast and operate within a designated budget
• Ability to influence decisions by key client stakeholders using data and operational insights
• Familiarity with event production roles and functions
• Strong understanding of commercial/institutional technology applications and operations, including audio systems, video display technology, unified communications, digital signage, networked signal distribution and complex automation and control  
• Significant experience with commercial/institutional building design and construction, including understanding of common building systems (i.e. HVAC, electrical, lighting, building controls, security, etc.) 
• Ability to absorb business data and translate into actions with designated business outcomes
• Ability to communicate clearly both verbally and in written form
• Ability to absorb and understand written business communication and respond professionally and hospitably to every situation

Preferred Qualifications

• Working knowledge of:
  • Commercial construction projects and phases
  • Construction drawings
• Ability to read and apply AV line drawings
• Ability to offer operational insights during the design phase of AV construction projects