Automated Retail Technical Operations Engineer

Pokemon • Redmond, WA

158d • $105,000 - $124,000 • Hybrid

About The Position

As a Service Desk Engineer, you will be a key player in ensuring the seamless operation of our vending machine network. Leveraging your extensive experience in automated retail and support operations, 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 in throughout our support processes.

Requirements

• Five (5) to seven (7) years of relevant professional experience or a demonstrated equivalent level of expertise in a Sr. Technical Support or Helpdesk role, preferably within the automated retail, vending machine industry, or technology based company.
• Proven track record of working effectively on cross-functional teams and collaborating with vendors.
• In-depth knowledge of vending machine technology, hardware, software, and networking.
• Advanced proficiency in using remote diagnostic and troubleshooting tools.
• Strong data analysis and reporting skills.
• Experience with Microsoft Azure environments, Windows domains, and InTune remote PC configuration and management.
• Experience with process automation and scripting.
• Experience building reports using BI tools such as Tableau and Power BI.

Responsibilities

• Utilize your in-depth technical knowledge and diagnostic tools to remotely troubleshoot and resolve complex vending machine issues, minimizing downtime and maximizing customer satisfaction.
• Efficiently handle escalated and complex support tickets, demonstrating advanced problem-solving skills and technical expertise.
• Collect, analyze, and interpret machine performance data to identify trends, root causes of issues, and opportunities for proactive maintenance and improvement.
• Build and maintain strong relationships with our software and field vendors, collaborating on complex issue resolution and advocating for feature enhancements.
• Implement and refine proactive monitoring strategies to identify and address potential machine problems before they impact service.
• Leverage your experience to identify areas for process improvement, automation, and efficiency gains within the support function.
• Develop and maintain comprehensive documentation and training materials to empower the support team and field technicians.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Miscellaneous Manufacturing
• Number of Employees: 1,001-5,000 employees