Customization Support Coordinator

About Our Company

General Position Summary

Assist Field Personnel with the maintenance and upkeep of their customization and related equipment, software, supplies and parts. Minimize store machine downtime through phone support, vendor and technician communication, preventative maintenance, and training of Field Personnel on customization maintenance topics.

Principle Duties and Responsibilities

1. Receives all initial calls from Customization Support Hotline regarding any customization concept machines, software, equipment, parts and supplies.
2. Assist store personnel with diagnosing and troubleshooting customization machines, software, and equipment or supply issues.
3. Utilize store personnel to assist with minor machine, software or customization equipment adjustments in an effort to minimize downtime in the most cost-effective manner. Reinforce use of the Training Manual to ensure complete understanding by store personnel with regards to troubleshooting and all customization support topics.
4. Utilizes the Track-It program to document, organize, prioritize, and update tickets submitted by the Helpdesk relating to customization issues or requests from the field or office
5. Communicate with vendors and other technicians/resources when escalation is necessary to complete advanced diagnostic/repair beyond our scope of expertise.
6. Approve and coordinate technician visits and parts delivery (non-inventoried parts) with appropriate follow up, when all other internal resources have been exhausted (CCT, local expert).
7. Manages (send out, maintain, order, refurbish, and replenish) LIDS Customization Parts Depot
8. Issue and maintain PO system to ensure timely payment of approved orders and services to our vendors/technicians.
9. Proactively communicate with stores to ensure good working equipment (3% Call for example)
10. Perform periodic scheduled Preventative Maintenance Sweeps within markets to “tune-up” machines and teach basic maintenance and upkeep to store personnel.
11. Provide documented summaries/recaps for all down stores and service updates, PM trips, and any other information that should be communicated with regards to the support aspect of our customization business.
12. As needed, travel to stores to perform an adjustment, repair, or replace a part if necessary, to ensure minimal downtime, as well as relocating equipment as needed.
13. Analyze trends in errors, codes and machine malfunction, and recommend solutions
14. Periodic review of training materials to ensure accuracy and completeness
15. Travel/train with CCT’s as needed on the topics of advanced maintenance and troubleshooting

Additional Principal Duties and Responsibilities

16. Assess aged machine status, and recommend replacement to supervisor as needed
17. Assist with the identification and development of key Store Managers in the field to assist with more advanced repairs, as well as potential CSC candidates.
18. Communicate effectively with all levels and departments of the company to share information, network ideas, and further develop the customization program.
19. Assist in the implementation of a variety of new concepts.
20. Assist in the networking of communication, best practices, and developments throughout the Retail Customization Team as well as our vendors and other resources.
21. Extensive travel from state-to-state (up to 75%) as needed to meet the demands of the business.
22. Support and adhere to all company and departmental policies, procedures, and guidelines.
23. Complete all administrative responsibilities required by the department in a timely manner.
24. Ability to work varying days and hours, based on business needs.
25. Ability to maintain an excellent attendance record.
26. Other duties as assigned.

Job Required Knowledge & Skills

1. Four-year degree in business/related field and one year relevant experience; or two year degree in a related field and two years of relevant experience; or three years of relevant experience.
2. Demonstrated ability to perform independently with minimal supervision.
3. Strong interpersonal skills and the ability to communicate verbally in a clear, audible, and grammatically correct manner.
4. Strong understanding about retail store operations and customization machine operations and techniques.
5. Ability to effectively communicate with store personnel regarding customization equipment or software issues, and effectively troubleshoot and assist field with repairs.
6. Proven operational knowledge of customization equipment and the affiliated software programs.
7. Ability to operate a computer and utilize business software programs.
8. Ability to analyze customization repair trends and make suggestions on changes to meet or exceed business needs.
9. Travel required for up to 75% of the yearly work schedule as needed to meet the demands of the business. Standing required for up to 90% of the daily work schedule.
10. Possess a current valid driver’s license, certificate of insurance, and the ability to drive an automobile throughout entirety of employment.
11. Ability and willingness to travel overnight for training education and/or business meetings.

Preferred Job Required Knowledge & Skills

Education

Reports To

Customization Support Manager