Cinemark - About Us

Other Available Positions

 

Sales and Management Systems Support Manager

Manages a team of support personnel who troubleshoot theatre technologies' issues, including in-theater management systems, POS systems, digital displays, network etc. Supervises the day-to-day operations of the help desk. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolutions in minimum time. Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected.


Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner.
The Cinemark Support Center (CSC) is a 24x7x365 operation and requires that candidates have flexibility to work rotating shifts.  The position requires a wide range of skills that encompass every area of Information Technology.  The ideal candidate will be self-motivated with the ambition to problem-solve, supervise and motivate a team of call center technicians, communicate effectively, and be able to work in a team environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES
•         Manage a team of Supervisors and multiple agent levels. Management activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities
• Analyze, and identify strategic process improvements to ensure successful and efficient call center  productivity, including SLA goals, abandoned call rates, Customer Satisfaction surveys etc.
• Manage ongoing performance of agents and supervisors, compensation administration, education and development, goal setting, and team-building activities.
•         Manage day-to-day delivery of the Incident Management process.  This includes driving and coordinating resolution, escalation (both technical and hierarchic), as well as coordinating all high severity incident support activities.
•         Manage and ensure delivery of processes to ensure knowledge in area of expertise is trained and made available to more junior staff members (i.e. - business aligned support of incidents for our major lines of business).
•        Manage and ensure that incident records are fully documented both during and after the incident, including gathering and recording the full incident timeline of events.
•        Drive continuous development and daily management of Service Quality. This includes driving continually measurable improvements in reduced mean time to restore services.
•        proactively identify opportunities and implement solutions for Incident Management process improvements; directly address and eradicate unacceptable levels of service.
•         Oversee a 24x7 response team of support technicians and supervisors. This includes:
o    Testing, monitoring, troubleshooting, and analyzing systems and facilities
o    Provide quality, timely, and accurate end-to-end support of any issues within Theater Technology
o    Perform proactive network status checks as part of normal surveillance activities, ensuring optimum performance
o    Perform tracking and management of incidents to resolution in accordance with procedures
•         Provide senior level troubleshooting skills
•         Ability to think outside the norm to resolve an issue
•         Ability to effectively write technical documentation
•         Ability to prioritize, assign, tasks, and work independently when required
•         Must be able to work with others to resolve issues effectively
•         Mentor and lead staff and a team of supervisors
•         Provide and communicate Support Center statistics and performance on timely reports, as needed (daily, weekly, monthly)
•         Additional responsibilities as assigned

Mandatory Skills
•         Excellent customer service skills with a positive attitude
•         Excellent time management skills
•         Excellent communication skills and ability to work in a team environment
•         Minimum of 2 years in manager role
•         Must be willing to work flexible schedule including evenings, holidays and weekends
•        Comfortable working with computers and willing to learn new technologies
•        Speak and read/write fluent English and have good verbal, written and inter-personal communication skills.

Not Mandatory but considered an asset
•         Movie Theater operation knowledge and experience
•         1-2 years' experience supporting Microsoft environments including desktop support
•         Associate or bachelor degree
•         Microsoft/Networking certifications
•         Bilingual/Trilingual English/Spanish/Portuguese a valuable asset
•         2 years in a theater or call center environment

 

Trilingual Support Center Specialist

If you join us you will become part of that experience and help us continue to develop our greatest asset, our People.

Cinemark has a Call Center Support Representative position available in the Theater Technology department based in the Frisco, Texas support center.

The primary responsibility of this position is to provide technical support for digital projection system (projectors, media players, switches, and theater management systems), sound equipment, and other in-theater technology equipment.  An extensive training program is provided to new employees.

The job consists of support via phone, email, and ticket tracking software for our end user's technical problems and service requests; maintain knowledge of relevant products to provide accurate solutions and act as a representative of the Theater Technology team to our theatre managers.        

Candidate must be trilingual in English, Portuguese and Spanish; have strong analytical and troubleshooting skills; provide excellent customer service with a positive attitude; superior problem-solving and communication skills; a great work ethic and the ability to work in a team environment; knowledge of Microsoft Windows systems, network fundamentals; and the ability to learn quickly are a must.        

Previous call center experience, customer service, and knowledge of movie theater operations would be an asset.     

The Call Center is open 24 hours a day, 7 days a week and 365 days a year.  The position will be rotating shifts requiring nights, weekends, holidays and is 40 hours per week.   

Mandatory Skills                                                                                        
• Excellent customer service skills with a positive attitude
• Trilingual in English, Portuguese and Spanish
• Excellent communication skills and ability to work in a team environment
• Must be willing to work flexible schedule including evenings, holidays and weekends
• Comfortable with computers and willing to learn new technologies

Not Mandatory but considered an asset
• Theater operation knowledge and experience
• 1-2 years in a call center environment
• 1-2 years of experience supporting Microsoft environments including desktop support
• Associate or bachelor degree
• Microsoft/Networking certifications


 

 

Region Leader Administrative Assistant - Woodridge, IL

The Upper Midwest Region Office is seeking an outstanding candidate for the position of an Administrative Assistant. This position is based out of Woodridge, Illinois.

The Administrative Assistant must be able to work in a dynamic environment that demands attention to organization while also multi-tasking.  Phone calls, emails, filing, paperwork and special projects.  Prioritizing, accuracy and completion of all job tasks each day is a must.  The Upper Midwest Region also hosts a few General Manager Meetings per year where additional tasks are layered onto the workload.  This position is based on an hourly wage and work schedule is 9:30 AM -5:30 PM Monday through Friday.  The office hours follow the corporate holiday schedule. 

This candidate must be eager to support 18 or more management teams throughout the Upper Midwest Region.  Communication skills and knowledge of theater operation procedures is a must.  Proficiency in Excel, Outlook, and Word, Power Point, are a must as is an overall aptitude for computer literacy. 

Interested parties should be a Senior Assistant Manager or an Assistant Manager at a theater who is very well rounded and ideally near completion of the MAP (Spotlight) training program.

 


 


 

 

Theater Technology Specialist-Digital Cinema Systems (Root Cause Analysis/Digital Cinema Testing) - Frisco, TX

This position is responsible for testing of all new software and hardware solutions prior to its release to the sites. This includes alpha testing in a control environment, beta testing and deployment to a limited number of test locations prior to a general release deployment to all locations. This position will be responsible for working with software and hardware vendors on issues and enhancements required to meet current and future needs of Theater Technology and Theater Operations. As well as providing all necessary documentation and initial training on new software/firmware releases, bugs, escalated issues etc.

ESSENTIAL DUTIES AND RESPONSIBILITIES
•Responsible for testing of various projects (new software release, hardware evaluation, etc.), including meeting project timelines
•Insure that all projects are implemented on time, within specification and do not impact the theater operation.
•Investigate issues and recommend corrective action with the software applications utilized by the Theater Operations.
•Capture all issues and provide documentation for future software versions.
•Provide regular reporting on outstanding issues with software (bugs) and hardware to management and vendors.
•Provide documentation for sites/CSC & Booth Engineers on new functionality when software or hardware updates are released.
•Provide support (3rd level) to the support center for escalated issues on Digital Cinema equipment. This will include after-hours escalations from time to time and require on-call time.
•Must be available to assist in emergencies
•Required to travel as needed
•Required to perform any other projects/duties deemed necessary by Manager of Presentation Design and Digital Cinema Testing

Applicant should meet the following
•High School Diploma or equivalent is required, any college or higher education a plus
•Minimum 2 years of experience in supporting cinema equipment including computer systems, POS, Digital Projection, and other systems used by Theater Technology.
•Working knowledge of Computer Operating Systems (XP, Win7, Linux Red Hat or Debian)
•Proficiency in Microsoft Office Suite; Word, Excel, Power Point etc.
•An understanding of Theater Operations, including Penny POS system and or Doremi Digital Cinema software would be asset
•Bilingual or Trilingual (English, Portuguese & Spanish) would be an asset
•The applicant should be extremely self-motivated and comfortable meeting deadlines without requiring daily oversight. This includes handling multiple projects simultaneously through to completion
•Strong written and verbal communication skills
•Attention to detail, quality focused and strong problem solving skills are important assets

 

IT Field Services Technician – Plano, TX

Cinemark currently has a position available in the Theater Technology Department. This position plays a key role in the department, which is responsible for all technical equipment that resides in the theater.

Roles & Responsibilities:
•Travel to theater locations across North America to complete preventative maintenance, new installations, upgrades and projects. When not travelling, selected candidate can work from the office using a provided laptop computer and mobile phone.
•Install, troubleshoot and maintain servers, routers, firewalls, switches, point of sale equipment and software.
•Work closely with Cinemark Support Center to provide escalated high-level troubleshooting and ensure timely resolution of issues.
•Work closely with Theater managers on proper operation, maintenance, and troubleshooting of hardware and software.
•Communicate detailed technical information to both technical and non-technical personnel.
•Basic inventory duties including maintenance of spare network equipment.

Qualification & Requirements:
•Basic knowledge of Microsoft Windows Systems (server and client versions), Microsoft Office, Cisco IOS, and networking architecture.
•Excellent analytical, problem solving, time management and organizational skills.
•Excellent verbal and written communication skills.
•Ability and willingness to learn new technologies quickly.
•Self-motivated and able to work independently.
•A proven team player with the ability to work under pressure.

The preferred professional designation/certification is a bachelor's degree or technical diploma in Computer Science and/or 2+ years of related work experience in the IT industry. Experience in movie theater operations is a plus, candidate must be willing to travel and work a flexible schedule including evenings, holidays and weekends if needed.

Please  douwload the questionnaire and submit along with your resume.

 

IT Field Services Technician – Los Angeles, CA

Cinemark currently has a position available in the Theater Technology Department. This position plays a key role in the department, which is responsible for all technical equipment that resides in the theater.

Roles & Responsibilities:
•Travel to theater locations in the Southwest US to complete preventative maintenance, new installations, upgrades and projects. When not travelling, selected candidate can work from the office using a provided laptop computer and mobile phone. Occasional travel outside of this geographic area may also be required if needed for special projects.
•Install, troubleshoot and maintain servers, routers, firewalls, switches, point of sale equipment and software.
•Work closely with Cinemark Support Center to provide escalated high-level troubleshooting and ensure timely resolution of issues.
•Work closely with Theater managers on proper operation, maintenance, and troubleshooting of hardware and software.
•Communicate detailed technical information to both technical and non-technical personnel.

Qualification & Requirements:
•Basic knowledge of Microsoft Windows Systems (server and client versions), Microsoft Office, Cisco IOS, and networking architecture.
•Excellent analytical, problem solving, time management and organizational skills.
•Excellent verbal and written communication skills.
•Ability and willingness to learn new technologies quickly.
•Self-motivated and able to work independently.
•A proven team player with the ability to work under pressure.

The preferred professional designation/certification is a bachelor's degree or technical diploma in Computer Science and/or 2+ years of related work experience in the IT industry. Experience in movie theater operations is a plus, candidate must be willing to travel and work a flexible schedule including evenings, holidays and weekends if needed.            

 

Call Center Support Representative – Level 1 - Frisco, TX

Cinemark Theaters, "The Best Seat in Town", is hiring for our call center!  We are the third largest theater exhibition company in the U.S. with 335 theaters and 4,498 screens in 41 states. At Cinemark we continually focus on offering our customers the best technology solutions available, which enables us to deliver a premium digital entertainment experience.

We have an exciting and unique position available for energetic and passionate candidates that love technology.  The primary responsibility of the position is to provide support to resolve theater technical issues for point of sale equipment, digital signage, and digital cinema.  The expectation for all Level 1 representatives is to build knowledge and grow with the company into more advanced positions such as our Level 2 representatives or other specialist opportunities.

Candidates must have strong analytical and troubleshooting skills; provide excellent customer service with a positive attitude; superior problem-solving and communication skills; a great work ethic and the ability to work within a team environment.

The Cinemark Support Center is open 24 hours a day,7 days a week and 365 days a year.  The position will be rotating shifts requiring nights, weekends, holidays and is 40 hours per week. Shifts are decided by shift bids which are determined by productivity, knowledge, and attendance measurements.

Requirements
• Excellent customer service skills and a positive attitude
• Ability to handle inbound and outbound calls to theater employees for the duration of your shift
• Proficient in documenting troubleshooting steps quickly and accurately
• Must be willing to work a flexible schedule including nights, weekends, and holidays

We offer paid holidays, vacation, medical, dental, vision, 401K, and more.

Learn more about Cinemark:

At Cinemark, "We are dedicated to making the movie experience memorable, one Guest at a time". If you join us you will become part of that experience and help us continue to develop our greatest asset, our People.

Our core values include:

* Do the Right Thing. Act with honesty and integrity.

* Passion for People. Respect and care for each other, our Guests, Communities and Partners.

* Safety. Provide a safe environment for our Employees and Guests.

* Performance Excellence. Strive to be the best in what you do.

* Ownership. Empower our people to make decisions and take responsibility.

 

Application Instructions

Please, no phone calls!

For immediate consideration please email human.resources@cinemark.com your resume with the title of the position you are applying for in the subject line.

Human Resources
Cinemark USA, Inc.
Attn: (The position applying for)
3900 Dallas Parkway, Suite 500
Plano, TX 75093