Resort Technology & Product Specialist

Title: Resort Technology & Product Specialist

Seat: Resort Technology Support Technician & Product Build & Maintenance

Reports To: CTO

Home Resort: Granite Peak (WI)
Locations Covered: Granite Peak (WI), Lutsen Mountains (MN), Snowriver (MI)

Compensation: $61,500-$74,500 (based on experience)

Benefits: 401K | Health, Dental, & Vision Insurance | HSA (Health Savings Account) | PTO (Paid Time Off) | Season Pass

Company Overview:

Midwest Family Ski Resorts is a multi-generational family-owned and operated mountain resort with 3 of the oldest and largest resorts in Minnesota, Wisconsin, and Michigan. Our company culture reflects family focused values due to our family ownership, our management team, and our guests, who are primarily Midwest families. We rely on team members who are excited about taking ownership of their role, adapting to change, and working collaboratively with our family of team members.

Position Overview:

The Resort Technology & Product Systems Specialist supports both the technology infrastructure and product configuration systems for Midwest Family Ski Resorts (MFSR). This role blends hands-on technology support with ownership of product builds across Axess, POS, PMS, and e-commerce platforms.

The Specialist ensures all resort systems function reliably; products are built accurately, and staff receive effective support and training. With responsibilities spanning three resorts, this role plays a critical part in delivering a seamless guest experience, operational efficiency, and revenue integrity.

Core Purpose of Seat:

Ensure all onsite technology and digital product systems operate reliably, accurately, and consistently across MFSR by providing hands-on technology support, maintaining system integrity, and delivering high-quality, cross-resort product configuration and operational support.

Key Accountabilities:

Technology Support & Systems Reliability

• Install, maintain, and troubleshoot computers, tablets, printers, radios, TVs, kiosks, and POS/equipment.
• Support and administer software including Axess, POS platforms, PMS tools, and company-approved applications.
• Resolve support tickets, escalations, and onsite issues while maintaining clear communication with users.
• Assist with basic networking: Wi-Fi troubleshooting, connectivity checks, and device connectivity.

Product Build & Configuration (Axess, POS, E-Commerce)

• Build and maintain all resort products: lift tickets, season passes, rentals, lessons, lodging/activities, F&B items, bundles, and add-ons.
• Ensure accuracy of pricing, availability, tax settings, rules, restrictions, and product logic.
• Standardize naming conventions, product structure, templates, and workflows across all three resorts.
• Test product functionality across Axess, POS, kiosks, and online platforms before launching.

Guest-Facing & Operational Systems Support

• Troubleshoot Axess gates, ticket printers, POS terminals, kiosks, scanners, webcams, RFID devices, and digital signage.
• Partner with Guest Services, Ticketing, Rentals, Snow School, and F&B to support peak operations and seasonal launches.
• Assist with new product rollouts and system deployments impacting frontline teams.

Cross-Resort Technical Support & Collaboration

• Provide remote support for shared IT tickets across MFSR locations.
• Travel to other resorts for projects, seasonal ramp-ups, rollouts, hardware deployments, and onsite troubleshooting.
• Maintain alignment in technology standards, system behavior, and product structures across all three resorts.

User Setup, Training & Documentation

• Set up hardware and software for new hires and new managers.
• Provide training on POS basics, product workflows, equipment use, troubleshooting steps, and best practices.
• Create and maintain SOPs, troubleshooting guides, and internal knowledge resources.

Security, Compliance & Data Integrity

• Maintain secure device configurations, antivirus protection, updates, and patching.
• Support PCI compliance with POS, payment terminals, and guest transaction systems.
• Ensure product and system accuracy supports correct financial reporting and revenue integrity.

Preventative Maintenance & Continuous Improvement

• Conduct routine inspections of gates, terminals, kiosks, printers, and workstations.
• Track and document recurring issues; deliver recommendations for improvements and upgrades.
• Support seasonal readiness work: equipment prep, system testing, rollout of annual operational updates.

Required Qualifications:

• 2+ years of experience in IT support, systems administration, POS systems, or technology troubleshooting.
• Strong proficiency with hardware support (computers, printers, POS equipment, kiosks, tablets).
• Experience with product creation in Axess, POS, e-commerce, or hospitality systems.
• Ability to diagnose and resolve software, hardware, and basic network issues.
• High attention to detail and accuracy, especially in product builds and pricing.
• Strong communication skills; able to support users with varying technical abilities.
• Ability to travel between resort locations as needed.
• Ability to work in dynamic, high-volume, and seasonal operations.

Preferred Qualifications:

• Experience working in ski resorts, hospitality, or guest-facing operational environments.
• Familiarity with Axess, Siriusware/RTP, Inntopia, Toast, PMS tools, or similar systems.
• Exposure to basic network administration (Wi-Fi troubleshooting, switches, access points).
• Experience supporting transactional or operational systems in a multi-site environment.
• Experience with SQL, reporting tools, or product logic workflows (not required but beneficial).

Work Environment & Travel:

• Role may split time between multiple MFSR locations.
• Requires both office-based and on-mountain/on-site troubleshooting work.
• Weekends and extended hours during peak seasons or major rollouts.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities as needed. In addition, as we are a recreational business.

Job Type: Full-time

Pay: $61,500.00 - $74,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: In person