Automated Retail Technical Operations Engineer

Get to know The Pokémon Company International

The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.

Learn more online at corporate.pokemon.com and pokemon.com.

Get to know the role

• Job Title: Automated Retail Technical Operations Engineer
• Job Summary: 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.
• FLSA Classification (US Only): Exempt
• People Manager: No

 

What you’ll do

Data Analysis & Insights

• Collect, analyze, and interpret machine performance data to uncover trends, root causes, and opportunities for proactive maintenance and innovation

System Integration & Optimization

• 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

Process Optimization

• 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

Kiosk Network Health & Troubleshooting

• 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

Advanced Ticket Management

• Manage escalated and complex support tickets with a focus on resolution speed and technical accuracy

Vendor Collaboration

• Partner with software and field vendors to resolve complex issues and advocate for product enhancements

 

What you’ll bring

• 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.
• Experience with process automation and scripting is a plus.

 

#LI-JL1 #LI-Hybrid

How you’ll be successful

• Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
• Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.  
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