Technical Services Director - LEGOLAND Parks

Qualifications & Experience:

At LEGOLAND Florida Resort – Earn AWESOME Benefits, Build AWESOME Memories, and Make an AWESOME Difference.  With our Theme Park, Water Park, Hotels, Miniland, Peppa Pig Theme Park, SEA LIFE (open 2025) and more - the opportunities here at LEGOLAND are endless!

About the Role

As part of the Senior Leadership Team and reporting to the LEGOLAND Florida Divisional Director/President, you will set direction for the Technical Services function at LEGOLAND Florida and ensure alignment to the overall Merlin Group Engineering strategy.  As an experienced people manager, you will provide proactive and visible functional leadership to your team of approximately 150 employees, including the Rides Engineering, Facilities, Hotels Maintenance, Compliance, LEGO Model Shop and Landscape departments. In the role as Technical Services Director, you will direct, coach, and inspire the teams to always operate safely, maintain rides and attractions at a superior level, and ensure asset availability. You will also complete strategic planning to make certain the department is well-resourced to meet and exceed asset availability targets and plan for the improvement of resort infrastructure. You’ll also need to use a Planned Preventative Maintenance approach, managing asset and estate maintenance, ensuring the delivery of key operational targets (ride availability, throughput, capacity and guest satisfaction).

Furthermore, you will lead a positive and respectful working environment, where tasks and projects are completed within regulatory guidelines and in compliance with Merlin Group Engineering policies.  As a member of the Senior Leadership Team, your main objectives are to secure a safe, smooth, and efficient operation of the park and to help drive the strategic development of the Resort.

LLF Summary of Responsibilities

• Rides Maintenance: Oversees the maintenance and repair of rides and attractions throughout the resort and ensures the rides maintenance team remains trained, engaged, and diligent to prevent incidents. Determines maintenance requirements, schedules work or contracts for maintenance, repair and service as required.  Ensures compliance with state regulations and Merlin corporate policy.
  
• Facilities and Building Maintenance: Responsible for the upkeep of buildings, utilities, engineering and trades. Responsibility extends to the safety of guests and employees.  Manages, coordinates and exercises functional authority for planning, organization, control, integration and completion of engineering projects within the entire resort including the LEGOLAND Theme Park, Water Park, Peppa Pig Theme Park, SEA LIFE and hotels.
• Compliance and Training:  Oversees the application of, and compliance to, all local, state, federal and corporate codes, regulations, and corporate policies.  Ensures the timely completion of all documentation required to remain in compliance and oversees the implementation of major ride modifications as required throughout the resort.
• Model Shop: Oversees the design, building, repair and maintenance of LEGO models and animation for LEGOLAND and other projects as required.  Gives regular feedback to staff to ensure a focus remains on working animation and brand presentation. Works with the Regional VP of Technical Services on long term strategies for LEGO model refresh and maintenance.
• Landscape: Oversees the maintenance of the landscape and irrigation systems to ensure ongoing maintenance of the grounds and project needs are met. Ensures our protected gardens are maintained within the established standard for the resort.  This includes the look of the landscaped areas, tree trimming, irrigation and pest control throughout the resort.
• Health & Safety:

• • Responsible for all aspects of Health, Safety & Security within areas of responsibility, in line with the Group Policy (HS001).     
  • Support the H & S Director in delivering the resort's strategic plan. Ensuring the resort operates an effective safety management system integrated into all working practices across the organization and is compliant with all H&S related legislation.
  • Where incidents do occur, ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
  • In conjunction with your direct reports, ensure that safe working procedures are supported by appropriate risk assessments and that these assessments are maintained, audited and reviewed as appropriate for all work tasks.
  • Ensure that the Technical Services function provides a safe working environment for its employees in line with departmental and Group procedures and Policy.
  • Ensure that any potential health and safety hazards are dealt with as quickly as possible, reported as necessary and RCA carried out to eliminate further incidents where practicable.
  • Ensure that contractors working on site are being managed with full compliance with the Park Permit to Work systems.
  • Contractor management to include contractor safety performance and selection.
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• People:
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  • Operate and promote the Merlin company values and the LEGOLAND PARK brand values.
  • Manage the performance of your teams to gain an effective work ethic and a good team spirit. Encouraging development and creative thinking within the team through strong leadership and setting of SMART objectives.
  • Ensure the professional and effective recruitment of competent personnel, while adhering to HR policy.
  • Encourage the technical teams to support the resort's other functions where appropriate by knowledge sharing and demonstrating a customer service attitude.
  • Develop direct reports with ongoing feedback via Personal Development Plans.
  • Ensure good communication with technical teams and other departments. Regularly, ensuring vital information and company strategies are shared on a timely basis.
  • Maintain strong relationships with contractors, state inspectors and third-party inspection body.
  • Build strong working relationships and communication lines with key stakeholders in the business including our H&S Director and LEGOLAND Parks Technical Director.
    
• Operational Leadership: Determines the organizational structure, budgeting and staffing requirements for the maintenance department. Provides program oversight, leadership and direction to employees in the functional areas of rides maintenance, facilities maintenance, landscape, training/compliance and model shop.
  
  
• Senior Team Leadership: Serves as a member of the senior leadership team and develops and supports LEGOLAND Florida Resort’s strategic and operating plans.  Participates in planning, policy and direction setting, problem solving and decision making with other members of the management team. Promotes and demonstrates the culture and core values through words and actions.
  
  
• Logistics: Oversees the maintenance stockroom, purchasing process and inventory levels to support the department and minimize equipment and ride downtime and ensure loss prevention.
  
  
• Project Management: Oversees infrastructure and park improvement projects and supports large capital projects as required to ensure project success and timely completion. Collaborates with Regional TS Direction on capex and operational planning initiatives.  Maintains detailed and comprehensive records of all aspects of the park’s infrastructure, construction, contractor licensing and bonds, permits and related documents.  Evaluates general construction to achieve LEGOLAND’s high standards for quality and safety. Identifies deviations from plans and specifications and resolves matters to ensure the work of contractors is in substantial conformance.  Plans for future projects in the resort and provides costs for infrastructure and resort improvements.
  
  
• Financial:  Budget management and cost control in line with variances in income, while minimizing any disturbance to the quality of the Guest Experience.

Background and Experience

• A bachelor’s degree (or equivalent education and experience) in engineering, maintenance management or a closely related field is required.  
• 10+ years of progressive experience in rides maintenance and/or facilities management in a 365-day operation.  Experience in the theme park or related industry preferred.
• Knowledge of facilities maintenance, including mechanical, electrical, plumbing, carpentry, painting, and related trades required.  Knowledge of budgeting and scheduling is required.
• Demonstrated experience at successfully managing large and complex construction projects with strong on-site supervision. This requires the ability to read and interpret construction documents and schedules. 
• Experience in evaluating work against plans, specifications, safety and quality standards, and can facilitate resolution of complex problems in the field. 
• 10+ years leadership experience with direct reports
• Experience in applying CMMS/EAM systems to manage maintenance processes preferred.
• Extensive knowledge in preventive and reactive maintenance systems.
• Effective decision-making: ability to walk into a situation, inspect and check work performed by others, and determine whether the attraction is safe to reopen, keeping safety in mind as the top priority.
• Strong interpersonal and leadership skills with the ability to remain calm under pressure.

Physical Demands

• Ability to sit for sustained periods of time to attend on-site and off-site meetings, perform paperwork activities, travel, and drive.
• Intermittent and prolonged standing and walking to move about the resort site and interact with employees.
• Ability to climb stairs to gain access to upper level of buildings.
• Finger dexterity sufficient to complete paperwork activities and to use a computer.
• Visual acuity sufficient to read written materials, to complete paperwork activities, and to drive.
• Hearing sufficient to communicate with individuals in person and by telephone.

Other Job Requirements

• Must be willing to work flexible hours, including evenings, holidays, and weekends to support resort operations.
• Must have a valid driver’s license, safe driving record and be willing to utilize own vehicle for business purposes.
• Requires occasional travel, domestically and internationally.

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions
• Recognition Programs and Rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities