Operations Manager

Pomeroy•Cincinnati, OH

27d•Hybrid

About The Position

The Operations Manager will manage a staff of Regional Service Technicians responsible for providing service to retail/back office technology hardware. This role involves providing mentoring to field staff to increase performance, ensuring divisional commitment to Service Level Agreements, and evaluating service delivery reports to maximize performance. The Operations Manager will also interface with customer support centers on service problem updates and concerns, and work directly with customer's retail store management in problem-solving while advocating for Pomeroy's service model. Additionally, the role requires representing the division in process improvement or incident reviews, coordinating support groups to resolve operational issues, and performing periodic regional travel (up to 20%) for field visits, customer business reviews, and other related duties.

Requirements

High school diploma or equivalent required
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

Nice To Haves

college degree preferred

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