In-Service Manager (Falcon's Attractions)

Falcon's will not accept unsolicited assistance from recruiters or search firms for this employment opportunity. All resumes submitted by search firms to any employee at Falcon's via-email, the Internet or in any form and/or method without a valid written agreement in place from Falcon’s HR/Recruitment will be deemed the sole property of Falcon's. No fee will be paid in the event the candidate is hired by Falcon's as a result of the referral or through other means. 

Job Summary:

Falcon's Attractions is an award-winning pioneer in the themed entertainment industry. We specialize in advanced ride and show systems, custom engineering solutions, and standalone products and services that push the boundaries of innovation and storytelling.

The In-Service Manager acts as the primary liaison between the company (Falcon's Attractions) and its customers following the initial project commissioning. The In-Service Manager manages all aspects of Warranty Claims, Execution of Technical Changes, and the Spare Parts procurement business for Falcon’s Attractions. Responsible for management for overall quote to cash process. Responsible for ensuring that all Falcon’s Attractions Customers receive the parts and technical support and services they require to sustain their operation. The ultimate goal is ensuring long-term customer satisfaction and generating recurring revenue through support services and spare parts procurement. 

Essential Functions (Other duties may be assigned):

Transition: 

• Assist Project teams with commissioning spares procurement and proper transfer from project to customer operations team post project commissioning.
• Support the project closeout and transition Client into In-Service 
• Support process for Warranty Claims, Technical Changes and Spare Parts Procurement.
• Post Project Commissioning, ensure proper management, tracking and storage of excess parts.

Warranty Administration:

• Track and manage all warranty claims to successful resolution expeditiously.
• Track and manage all warranty costs.

Sales:

• Responsible for developing and maintaining relationships with Falcon’s Attractions customers while proactively identifying and forecasting new Sales and Service Opportunities to provide the necessary support our customers require.
• Maintain and update Customer database with customer Points of Contact (POC) information.
• Forecast and track sales and service opportunities.
• Proposal/Quote Management: Obtain customer requirements to be used for estimate and proposal development. Oversee quoting and pricing process to be used for estimate and proposal development.
• Track proposal to customer Purchase Order receipt.

Post Award :

• Setup Charge codes and appropriate activity codes for forecasting and tracking costs.
• Sales Order converted to Requisition
• Work closely and collaborate with Supply Chain to initiate requisitions for purchase or service. 
• Track Requisitions to Purchase Order/Sub-Contract approval and issuance to vendors.
• When Sub-Contract is required, work closely with Contracts Manager to ensure completeness and accuracy of requirements.
• Track parts and/or service to completion ensuring all requirements have been met.

Parts:

• Oversee receipt of parts and Quality Inspection process.
• Once vendor submits invoice for parts, working with Accounts Payable, manage and track invoice through to payment.
• Generate packing slip and shipping documentation.
• Oversee shipping process to customers.
• Generate and transmit invoices to customers.
• Working with Accounts Receivable, manage and track invoice through to receipt of payment.

Technical:

• Ensure good understanding of technical requirements which would include the following:
  • Provide obsolescence support to include the issuance of bulletins.
  • Provide oversight into the execution of upgrades and/or retrofits to include planning, scheduling, and coordinating work to be performed to existing equipment in the field.
  • Providing Labor to support customer operations as requested.
  • Support equipment Annual maintenance as requested.
  • Ensure all requirements have been met. 
  • Ensure all technical documentation is updated as appropriate in the Product Data Management (PDM)software and transmitted to customer.
  • Generate and transmit invoices to customers.
  • Working with Accounts Receivable, manage and track invoice through to receipt of payment.

Reporting:

• Consolidates all cost, revenue, sales forecasts, and project statuses into monthly management reports.

Supervisory Responsibilities:

• Directly supervises an Assistant Project Manager and a Senior Engineer, and indirectly manages cross-functional resources (estimating, financial, third-party vendors).
• Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolvingproblems. 

Job Qualifications and Requirements:

• 5 years’ experiencein technical management positionin the themed entertainment industry or similar.
• 5 years’ experience with technical installations and equipment maintenance.
• Ability to read/interpret blueprints and technical drawings.Experience inpurchasingtechnical materials.
• Proficiencyin MS Office (Word, Excel, PowerPoint) 
• Demonstrated leadership skills.Highly motivated and ability to work independently and implement change where needed.Dedicated to the pursuit of continuous improvement. 
• Highly organized and process driven.Excellent attention to detail.
• Ability to communicate effectively and work well in a team-based environment. 
• Travel required as appropriate. 

About Us:

Falcon’s Beyond is a visionary innovator in immersive storytelling, sitting at the intersection of three potential high growth business opportunities: content, technology, and experiences.

Falcon’s Beyond propels intellectual property (IP) activations concurrently across physical and digital experiences through three core business units:

• Falcon’s Creative Group creates master plans, designs attractions and experiential entertainment, and produces content, interactives and software.
• Falcon’s Beyond Destinations develops a diverse range of entertainment experiences using both Falcon’s Beyond owned and third party licensed intellectual property, spanning location-based entertainment, dining, and retail.
• Falcon’s Beyond Brands endeavors to bring brands and intellectual property to life through animation, movies, licensing and merchandising, gaming as well as ride and technology sales.

Falcon’s Beyond also invents immersive rides, attractions and technologies for entertainment destinations around the world. FALCON’S BEYOND and its related trademarks are owned by Falcon’s Beyond. Falcon’s is headquartered in Orlando, Florida. Learn more at falconsbeyond.com.

Falcon’s Treehouse, LLC is a drug-free workplace and employment is contingent upon passing a drug screen. We are an equal employment opportunity employer dedicated to promoting an inclusive, diverse, and innovative environment for our employees. We provide all qualified applicants with employment consideration without regard to race, color, religion, sex, pregnancy, childbirth, ancestry, national origin, age, protected veteran status, marital status, genetic information, gender identity or expression, sexual orientation, disability, or any other protected status in accordance with applicable federal, state, or local laws. 

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local laws. Falcon’s Treehouse, LLC is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability with the job application process, please contact us at 407.909.9350 and let us know the nature of your request and your contact information.