Supports Field Services operations and technical needs by researching and evaluating currently available web page options; developing and maintaining web pages specifically designed for training and playbooks for functional use; training end users on web page functionality; and assessing if the solution is continuing to meet user needs.
Provides Customer service and addresses Customer issues by serving as a point of contact for Customers, both internal and external for hardware and software used throughout the Company for Stores, Clubs, Distribution Centers, and Home Office; assessing the nature of the issue; identifying appropriate response teams; overseeing the progress of issue resolution to ensure the issue is resolved; verifying the solutions meet the Customer's needs; driving the team's development of long-term solutions; and researching issues to provide input to root cause analyses.
Ensures call center strategies and goals are implemented by regularly interacting with supervisors, managers, and directors regarding project status, priority setting, and resource allocation; creating task lists; reviewing task lists regularly; and escalating issues or roadblocks to leadership.
Identifies opportunities for systems and process improvements and problem resolution by using tools (for example, issue tracking software (Remedy), call analysis, event management (Netcool, Cleverpath)) to research trends and analyze data; maintaining familiarity with field services applications, systems, and hardware to provide support as needed; providing training to field technical support teams; and working closely with the Applications Development and Infrastructure areas.
Ensures basic functions and deliverables of the department by providing tools for the management of team key performance indicators (KPIs) or objectives; and maintaining those by developing dashboards, quality process controls, and reporting metrics.
Provides administration and support of software tools used within the division and other departments globally by working with development areas and suppliers to improve software products; ensuring policies and standards of software structure, access, and setup are followed; reviewing changes from other teams to be implemented; and documenting issues.
Oversees payroll transaction data collection by monitoring payroll transactions for Canada, USA, and Puerto Rico using host tools; notifying appropriate personnel of the completion of data collection; and escalating any issues or emergencies encountered.
Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Analytics - Big Data, Business Analytics, Contract Management, Customer Care, Information Technology, Microsoft Office, Programming Languages