Traveling Communications Manager Follow

THE ROLE

The Traveling Communications Manager plays a critical role in managing and optimizing onboard communication operations across multiple cruise ships. This position requires a comprehensive skill set, including technical expertise, operational oversight, and strong interpersonal skills, to ensure efficient and effective communication processes that enhance the overall guest experience.

 KEY RESPONSIBILITIES:

1. Operational Oversight

• Monitor Communication Systems: Regularly assess and oversee the functionality of onboard machines, including digital printing equipment, network connectivity, and messaging platforms.
• Ensure Compliance: Enforce adherence to corporate communication protocols and standards across all ships within the fleet.
• Optimize Communication Processes: Identify areas for improvement in communication workflows and implement efficient processes to enhance operational effectiveness.
• Coordinate with Department Heads: Collaborate with department leaders to gather communication requirements and ensure timely execution of projects.
• Evaluate Performance: Conduct performance reviews of operations, machines, inventory and processes to ensure optimal performance and customer satisfaction.
• Provide Technical Support: Serve as the primary point of contact for resolving printed-related issues and provide technical guidance to onboard crew members.
• Facilitate Training Programs: Develop and deliver training programs to educate crew members on Inventory Management and Machine break fix best practices and procedures.
• Collaborate with Marketing Division: Work closely with client marketing divisions to align communication strategies with brand objectives and messaging.

2. Inventory Management

• Audit Accurate Inventory Records: review detailed records of inventory materials and equipment across ships.
• Conduct Inventory Audits: Perform thorough inventory audits during ship visits to reconcile stock levels and identify discrepancies.
• Implement Inventory Controls: Establish inventory control measures to minimize waste and optimize resource utilization.
• Train Team Members: Educate new hires and existing team members on inventory management procedures and best practices.

3. Machine Break and Fix

• Troubleshoot Equipment Issues: Utilize technical expertise to diagnose and resolve print equipment malfunctions promptly.
• Perform Routine Maintenance: While onboard, conduct regular maintenance checks on printing and digital communication devices to ensure optimal performance.
• Ensure Operational Efficiency: Implement measures to improve machine cleanliness, reliability, and operational efficiency.
• Provide Training: Train crew members on basic machine maintenance and troubleshooting techniques to enhance onboard capabilities.

4. Training and Support

• Educate Crew Members: Conduct training sessions to familiarize crew members with communication protocols, tools, and technologies.
• Cover Emergency Situations: Provide coverage during emergency situations or in the absence of crew members to ensure continuous operations.
• Foster Skill Development: Facilitate skill development programs to enhance crew members' communication skills and customer service abilities.

5. Customer and Crew Interaction

• Address Communication Needs: Monitor and address communication-related needs and inquiries from client and crew members.
• Uphold Brand Standards: Ensure all communication materials reflect the cruise line's brand image and values.
• Enhance Customer Experience: Collaborate with the marketing division to develop customized communication materials that enhance the overall crew knowledge.

Qualifications and Skills:

• Prior experience as a Printer Specialist or similar role preferred.
• Strong technical skills in digital printing, machine repair, and inventory management.
• Proficiency in Adobe InDesign, Microsoft Suite, and other relevant software.
• Excellent communication and interpersonal skills, with the ability to train and support team members effectively.
• Detail-oriented with strong organizational skills to manage complex operations across multiple ships.
• Ability to work independently and prioritize tasks efficiently in a dynamic, travel-intensive environment.

Education and Experience:

• 1+ years of previous experience in digital printing press operations.
• Experience with Canon, Konica, and/or Xerox machine break/fix.
• Previous experience working onboard cruise ships is advantageous.
• Familiarity with Adobe Suite (InDesign, Illustrator, etc.) and graphics design is a plus.

Work Environment:

This role involves working onboard cruise ships, requiring physical tasks such as lifting and relocating boxes, as well as periodic equipment maintenance. Contracts typically last for seven months onboard, and all meals, boarding, dormitory accommodation, and healthcare are provided.

SERVICE LEVEL DEFINITION:

• Collaborate with Level 1, Level 2, and Level 3 support personnel to troubleshoot and resolve technical issues related to communication equipment onboard.
• Maintain a high first-time fix rate and ensure prompt response to service requests.
• Continuously improve service quality and support through ongoing training and development programs.

KNOWLEDGE, SKILLS AND ABILITIES

• Adobe InDesign and PDF Skills
• Microsoft Suite, Including Teams
• Ability to work in a fast-paced environment, completing tasks on schedule
• Excellent communications skills with the ability to multi-task projects
• Exceptional problem-solving skills
• Highly organized and excellent follow up skills
• Good verbal and written communication skills
• While performing the duties of this job, the shipboard employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• All shipboard employees must be physically able to participate in emergency life-saving procedures and drills. Full use and range of arms and legs as well as full visual, verbal, and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.

EDUCATION AND PRIOR EXPERIENCE (PREFERED, BUT NOT REQUIRED)

• 1+ years previous digital printing press operator experience
• Canon, Konica and/or Xerox break/fix experience
• Prior experience onboard a cruise ship
• Adobe Suite experience (InDesign, Illustrator, ect)
• Graphics Design experience (email marketing, B2B marketing, etc)

WORK ENVIRONMENT

This position is working onboard a cruise ship and report to the Guest Services Manager. Contracts last for roughly seven months onboard. All meals, boarding, sharing dormitory and health care are provided with no charge onboard. We have many people who enter contracts multiple times covering several years.

This is a semi physical environment and applicants will be expected to lift and relocate boxes as well as work on equipment periodically.

Cruise Ships have very stringent medical standards. There is a possibility that applicants may be rejected during medical screening if they have past or current health related issues that may put passengers at risk, cause the applicant to need ongoing health care on board or possibly lead to a candidate being removed from a ship based upon recurrence.

ANNEX 1: SERVICE LEVEL DEFINITION

LEVEL 1 SUPPORT

Level 1 support is the first level of assistance provided by onboard personnel:

• Collect customer requests and data
• Attend to customer phone calls
• Respond to user emails
• Replenish paper to printer
• Change toner
• Remove paper jams
• Conduct basic trouble shooting using questionnaires to find out the level of support needed
• Create tickets for Level 2 support
• Provide product information
• Data collection

LEVEL 2 SUPPORT (SL2)?

Level 2 personnel take queries from SL1. This level of support mostly deals with in-depth troubleshooting and backend analysis.

SL2 support personnel have a deep understanding of the company products and experience in troubleshooting. SL2 technicians also have more experience working for the company, in-depth training, and access to all company information. Tier 2 professionals are not necessarily architects or engineers directly involved in creating the hardware or software in question but may have experience with programming or using the products.

Solve common problems such as:

Jamming

• Search jam code in service manual for origin of jam location section.
• Inspect area and clean. (paper path, roller and sensors)
  If jams continue troubleshoot for defective components and replace. 

Copy quality

• Inspect and clean image processing components (Charge units, dust glass, drums, developer unit, fuser unit, transfer belt and cleaning unit)
• Isolated components causing issues, replace and perform respective adjustments according to service manual instructions when replacing the parts.

Malfunction Errors codes

• Search error code in service manual for origin of malfunction part location.
• Inspect, clean components, and follow service manual instructions for the process of elimination troubleshooting procedure.
• Replace part and follow adjustment instruction by the service manual.

LEVEL 3 SUPPORT (SL3)?

This level of support requires SMEs (Subject Matter Experts). Level 3 support consists of experts, who may include specialists such as architects, engineers, and creators. These support experts have access to the highest level of company and product information. They can provide solutions for a wide variety of technical problems.

When a user query goes up to Level 3 support, the technicians attempt to define the root cause of the problem by looking into code and designs in a lab setting. The technicians may raise the issue with the company to make changes to a product and pass down the solutions to Tiers 1 and 2 support.