Maintaining the MedallionClass® Experience, but for a former programmer and developer, Joseph has it covered.
He comes to us from New Orleans, LA. He is a Shipboard Technical Incident Manager and has been with LMS (IL) and GEM (IL) on Princess Cruises ships since 2021. Most of his time is onboard, although he spends some time each month working remotely from his home in Lafayette, LA.
Maintaining the MedallionClass® Experience
His role as Shipboard Technical Incident Manager has taken him in a different direction than what he’s been used to for the past fifteen years. He spent most of his previous career as a programmer, web developer, and project manager, including managing large-scale e-commerce and web applications.
Spending most of his time aboard a ship is a wholesale change from the years he spent in an office. The travel experience is working for him. Although he still deals with technical issues all day long, the fresh air and scenery serve him well.
What Does a Technical Incident Manager Do?
“I travel on ships throughout the fleet maintaining the MedallionClass® experience,” he explains. “Also I am responsible for managing any medallion-related issues that arise during voyages. I work closely with our shoreside teams, subject matter experts, and crew partners to ensure guests receive the best MedallionClass® experience possible.”
What is your favorite part of the role?
“It would be so easy to say traveling to exotic locations because that is wonderful. But the primary fringe benefit is meeting and working with many great people. From the deck crew to the bridge crew, the colleagues I work alongside, the guests, and even the locals in the ports we dock in. The people have been such an enjoyable, fulfilling part of this job.”
What’s the biggest challenge?
“Keeping up with a system of complex, interconnected services that come together to form the MedallionClass® experience. To deliver the best experience for our guests, you have to be ready for anything and react quickly when something does happen. It’s a challenge, but also one the most rewarding parts of the job.”
“There have been many, but I would say Istanbul, Turkey. Because it surprised me with its unique energy and friendliness.”
Joseph has been married for 27 years and has three kids; two girls and one boy. “My kids are mostly grown, with one in law school. One is a teacher, and my youngest is a senior in high school.”
He looks forward to continuing in his role and feels fortunate to be in the incident manager position.