Automated Retail Technical Operations Engineer
About The Position
As an Automated Retail Technical Operations Engineer, you will be a key player in ensuring the seamless operation of our vending machine network. Leveraging your extensive experience in support operations and automated retail, you will provide expert-level remote troubleshooting, diagnostics, and technical guidance. You will collaborate closely with field technicians, merchandisers, and our various vendors to resolve complex issues. This position requires someone with the ability to analyze machine performance data and drive continuous improvement throughout our support processes.
Requirements
- Five (5) to seven (7) years of relevant professional experience or a demonstrated equivalent level of expertise preferably within the automated retail, vending machine industry, or technology-based company.
- In-depth knowledge of vending machine technology, hardware, software, and networking such as UPS, switches, hubs, etc.
- Strong data analysis and reporting skills using tools like Power BI or Tableau.
- Proven track record of working effectively on cross-functional teams and collaborating with vendors.
- Advanced proficiency in using remote diagnostic and troubleshooting tools.
- Experience with Microsoft Azure environments, Windows domains, and InTune remote PC configuration and management to create solutions and streamline processes.
Nice To Haves
- Experience with process automation and scripting is a plus.
Responsibilities
- Collect, analyze, and interpret machine performance data to uncover trends, root causes, and opportunities for proactive maintenance and innovation
- Support the integration and continuous improvement of key systems (e.g., Salesforce CRM, Kiosk 360)
- Enhance data flow, user experience, and operational efficiency across platforms
- Implement and refine proactive monitoring strategies to identify and address potential machine problems before they impact service
- Identify and implement improvements, automation opportunities, and efficiency gains within the support function
- Develop and maintain comprehensive documentation and training materials to empower the support team and field technicians
- Monitor and maintain the performance of our nationwide kiosk network
- Lead remote diagnostics and resolution of complex technical issues to minimize downtime and maximize customer satisfaction
- Manage escalated and complex support tickets with a focus on resolution speed and technical accuracy
- Partner with software and field vendors to resolve complex issues and advocate for product enhancements
Benefits
- Competitive cash-based compensation programs.
- 100% employer-paid healthcare premiums for you.
- Generous paid family leave.
- Employer-paid life insurance.
- Employer-paid long and short-term income protection insurance.
- US Employees: 401k Employer Matching.
- UK/IRE/MX Employees: Pension Employer Contributions.
- Fitness reimbursement.
- Commuter benefit.
- LinkedIn learning.
- Comprehensive relocation package for certain roles.
- Hybrid work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
