Automated Retail Service Desk 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 Service Desk Engineer
• Job Summary: 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.
• FLSA Classification (US Only): Exempt
• People Manager: No

 

What you’ll do

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

               

What you’ll bring

• 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.

 

Base Salary Range: For this role, new hires generally start between $105,000.00 - $124,000.00 per year. The full range is $105,000.00 - $157,000.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate’s qualifications and professional experience uniquely.

 

#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, fan