Pomeroy
Essential Duties & Responsibilities:
· Manage a staff of Regional Service Technicians responsible for providing service to retail / back office technology hardware
· Provide necessary mentoring to field staff to increase performance
· Ensure divisional commitment to Service Level Agreements already in place
· Evaluate service delivery reports for all employees within the division and coaching to maximize performance
· Interface with customer support centers on service problem updates, support issues and concerns with store computer systems
· Work directly with customer’s retail store management in problem solving while acting as an advocate for Pomeroy’s service model
· Represent the division in process improvement reviews or incident reviews for major incidents as determined and requested by customers.
· Coordinate the activities of support groups to resolve operational issues and problems that involve the participation of multiple groups and individuals to resolve
· Periodic regional travel required – up to 20%
· Field visits, physical inventories/locations, customer business reviews, etc
· Additional related duties may be assigned as needed
Supervisory Responsibilities:
· Direct reports include Regional Service Technicians I, II, and III
Minimum Knowledge, Skills and Abilities required:
· High school diploma or equivalent required, college degree preferred
· Minimum of 3 years technology help desk or IT store support experience
· Extensive experience with technology systems and hardware
· Excellent communication and interpersonal skills required
· Ability to mentor staff in providing exemplary customer service skills
· Extensive experience working with Microsoft Office Suite, with appropriate emphasis on Word, Excel, and Outlook
· Excellent problem solving and customer service skills
· Strong sense of urgency and retail business orientation
· Ability to work independently day-to-day while being a strong team player
Job Type: Full-time
Pay: $65,000.00 – $75,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote