Technical Operations Officer (MFD & Production Devices) Follow

Reports to: CIMS Support and Development Manager
Location: Remote with occasional shipboard visits
Contract Type: Seafarer or Shoreside (depending on deployment)

Position Summary: The Technical Operations Manager is responsible for overseeing the resolution of Level 1 and 2 service tickets related to Multi-Function Devices (MFDs) and production print machines across the DG3-managed cruise fleet. The role focuses on technical troubleshooting, coordination with shipboard teams, preventive maintenance planning, and execution of dry dock validation protocols. This position is remote but may require occasional shipboard visits. Weekend support is expected in the case of critical emergencies.

Key Responsibilities:

• Manage and resolve all SL1 and SL2 technical issues assigned through the ticketing system (Zendesk).
• Lead the execution of the Dry Dock Inventory Validation Workflow, including preparation, deployment, auditing, and reporting.
• Oversee the Dry Dock Preventive Maintenance Validation Workflow and ensure compliance with checklists and onboard protocols.
• Train and guide shipboard crew on routine machine maintenance, break/fix protocols, and safety compliance.
• Perform root cause analysis (RCA) of recurring technical failures to recommend preventive or corrective measures.
• Participate in SOP updates and procedural revisions based on field insights and technical performance data.
• Monitor device health through diagnostic tools such as vCare (full implementation planned by end of year).
• Maintain a structured feedback loop with Konica Minolta and DG3 internal teams to report trends, part failures, and misuse.
• Generate structured weekly operational reports every Friday and a weekend incident summary report every Monday.
• Contribute to the DG3 internal knowledge base and ensure ongoing improvement of troubleshooting guides.
• Coordinate technical dispatch and work delegation through the Zendesk platform.
• Own and manage assigned service tickets from creation to closure, ensuring all actions are logged within 36 hours.
• Validate meter readings and troubleshoot non-automated device reporting issues.
• Ensure compliance with DG3/Konica Minolta SLAs, including response and resolution times.
• Liaise with Konica Minolta and DG3 Dispatch when escalations or parts coordination are required.
• Create training documentation and process improvement feedback for SL1/SL2 activities.

Skills & Qualifications:

• 5+ years in a technical support role managing MFDs or similar hardware.
• Proficiency in ticketing systems (e.g., Zendesk) and remote coordination.
• Ability to work independently and manage multiple concurrent priorities.
• Strong communication and documentation skills.
• Willingness to travel onboard as needed for dry dock projects or urgent support.
• Fluency in English; Spanish or Tagalog is a plus.

Standard Operating Procedure (SOP): Technical Operations Manager

1. Ticket Management Workflow:

• Monitor assigned tickets daily via Zendesk.
• Validate ticket scope: SL1 or SL2 only.
• Contact shipboard team within 24 hours of ticket creation.
• Guide crew on break/fix troubleshooting or initiate remote resolution.
• If no acknowledgment or engagement is received from the assigned crew member within 12 hours, the Technical Operations Manager must contact the onboard ship manager directly for follow-up and ensure task resolution.
• Document all actions and close ticket within 3 business days.
• Tag tickets using approved categories (e.g., "SL1-General," "SL2-Component Replacement," "Recurring Issue").

2. Dry Dock Inventory Validation:

• Receive annual dry dock schedule from GCS.
• Coordinate inventory prep with onboard Inventory Manager.
• Assign Printer Specialist and validate CrunchTime reports.
• Ensure only latest inventory reports are used.
• Review uploaded marked inventory sheets and ensure documentation is complete.
• Ensure inventory reports are uploaded within 48 hours post-visit.
• In case of data loss or upload issues, ensure a local copy of all checklists and reports is saved on secure DG3 share drives.

3. Dry Dock Preventive Maintenance Execution:

• Confirm checklist distribution and ship access windows.
• Verify that only the latest preventive maintenance checklist version is used.
• Oversee walkthroughs, validate attempt logs for inaccessible devices (3 attempts rule).
• If an MFD is not serviced due to accessibility or time constraints, a follow-up remote ticket must be created within 24 hours to ensure service continuity.
• Collect final maintenance reports via Zendesk.
• Submit findings to GCS and close tickets.

4. Escalation & Emergency Handling:

• Escalate to SL3 when an issue remains unresolved for 72 hours.
• Provide full documentation including ticket history, checklist, photos, and crew notes when escalating.
• In emergencies during weekends, notify Konica Minolta support and the DG3 escalation manager. Document actions and report outcomes in the Monday incident summary.
• Red-flag cases (e.g., multiple MFD failures in one visit, missing parts across three or more ships, or crew non-cooperation) must be immediately reported to DG3 Ops Management with a dedicated Zendesk tag: #RED-FLAG.

5. Tool & Systems Management:

• Use Zendesk for ticket logging, progress tracking, and reporting.
• CrunchTime for inventory validation inputs.
• vCare (forthcoming) for proactive device monitoring.

6. Training and Safety:

• Provide training to shipboard crew on MFD and PROD maintenance.
• Conduct post-maintenance debriefs to reinforce procedures and identify gaps.
• Include brief quizzes or checklists to verify crew understanding and retention.
• Reinforce safety protocols such as powering off MFDs before service.

7. Meter Read Collection & Reporting:

• Track meter read compliance during the first 3 days of each month.
• Troubleshoot vCare connectivity and ensure reporting consistency must be communicated to the Dispatch Manager.

8. SLA Compliance Oversight:

• Track adherence to the following:
  • First response: < 24 hours
  • Resolution: < 3 business days
  • Call closure rate: ≥90%
  • Customer satisfaction: ≥90%
• Flag recurring failures or gaps and report in quarterly reviews.

KPIs for Remote Technical Operations Manager

1. Ticket Closure Compliance Rate – % of tickets resolved within SLA (target: 95%).
2. First Response Timeliness – % of tickets responded to within 24 hours (target: 100%).
3. Dry Dock Inventory Audit Accuracy – % of dry dock inventory audits completed (target: 90%).
4. Preventive Maintenance Completion Rate – % of checklists fully completed during scheduled dry docks (target: 100%).
5. Training Coverage – % of active crew trained in break/fix and MFD/PROD maintenance protocols (target: 100% per ship annually).
6. Documentation Compliance – % of tickets with full logs entered in Zendesk within 36 hours (target: 100%).
7. Meter Read Reporting Timeliness – % of ships reporting within first 3 days of month (target: 100%).
8. Crew Engagement Feedback Score – Average crew rating on technical support experience (target: ≥90%).
9. Quarterly SLA Review Participation – Attendance and report readiness (target: 100%).
10. Safety Incident Rate – Number of reported safety violations during support (target: 0%).
11. Repeat Issue Rate – % of technical issues recurring at the same ship or device within 90 days (target: <5%).
12. Parts Misuse/Failure Rate – % of parts replaced unnecessarily or misdiagnosed (target: <3%).
13. Escalation Ratio – % of tickets escalated to SL3 (target: <10%).
14. Average Time to Inventory Audit Submission – Time from dry dock completion to inventory report upload (target: <48 hrs).
15. Training Retention Score – % of crew passing knowledge checks after training sessions (target: ≥85%).
16. Weekly Report Timeliness – % of weekly and weekend reports submitted on time (target: 100%).
17. Zendesk Ticket Categorization Accuracy – % of tickets correctly tagged by issue type, priority, and ship (target: ≥95%).
18. Fix Retention Rate – % of recurring tickets where crew successfully applied previously provided solutions (target: ≥85%).
19. Red Flag Incident Rate – % of tickets marked as #RED-FLAG per quarter (target: <2%).
20. Response Latency by Time Zone – Avg. time to first crew engagement by region (target: ≤12 hours).
21. Onboard Visit Documentation Timeliness – % of visit logs completed and submitted within 12 hours of disembarkation (target: 100%).

Sample Log Entry for Onboard Visit:

Ship Name: [Harmony of the Seas] 

Date: [2025-08-10] 

Time Onboard: 09:00 – 15:00 

Machines Serviced: MFD001, MFD003, MFD007 

Issues Addressed: Paper jam (MFD001), Toner error (MFD003) 

Checklist Completed: Yes – uploaded in Zendesk Ticket #5843 

Photo Log: 3 images uploaded to ticket 

Crew Interaction: John D. (IT Manager), Maria S. (Print Specialist)

Next Steps: Monitor toner levels on MFD003, schedule revisit for missing fuser on MFD005