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Lids · 22 hours ago

Customization Support Coordinator

Indianapolis, IN

Full-time

Onsite

Entry, Mid Level

1+ years exp

Lids Sports Group is the largest licensed sports retailer in North America, and they are seeking a Customization Support Coordinator to assist field personnel with the maintenance and upkeep of customization equipment. This role involves troubleshooting, vendor communication, and training store personnel to minimize downtime and ensure effective operation of customization machines.

ApparelFashionLifestyleRetailSports

Responsibilities

Receives all initial calls from Customization Support Hotline regarding any customization concept machines, software, equipment, parts and supplies

Assist store personnel with diagnosing and troubleshooting customization machines, software, and equipment or supply issues

Utilize store personnel to assist with minor machine, software or customization equipment adjustments in an effort to minimize downtime in the most cost-effective manner. Reinforce use of the Training Manual to ensure complete understanding by store personnel with regards to troubleshooting and all customization support topics

Utilizes the Track-It program to document, organize, prioritize, and update tickets submitted by the Helpdesk relating to customization issues or requests from the field or office

Communicate with vendors and other technicians/resources when escalation is necessary to complete advanced diagnostic/repair beyond our scope of expertise

Approve and coordinate technician visits and parts delivery (non-inventoried parts) with appropriate follow up, when all other internal resources have been exhausted (CCT, local expert)

Manages (send out, maintain, order, refurbish, and replenish) LIDS Customization Parts Depot

Issue and maintain PO system to ensure timely payment of approved orders and services to our vendors/technicians

Proactively communicate with stores to ensure good working equipment (3% Call for example)

Perform periodic scheduled Preventative Maintenance Sweeps within markets to “tune-up” machines and teach basic maintenance and upkeep to store personnel

Provide documented summaries/recaps for all down stores and service updates, PM trips, and any other information that should be communicated with regards to the support aspect of our customization business

As needed, travel to stores to perform an adjustment, repair, or replace a part if necessary, to ensure minimal downtime, as well as relocating equipment as needed

Analyze trends in errors, codes and machine malfunction, and recommend solutions

Periodic review of training materials to ensure accuracy and completeness

Travel/train with CCT’s as needed on the topics of advanced maintenance and troubleshooting

Assess aged machine status, and recommend replacement to supervisor as needed

Assist with the identification and development of key Store Managers in the field to assist with more advanced repairs, as well as potential CSC candidates

Communicate effectively with all levels and departments of the company to share information, network ideas, and further develop the customization program

Assist in the implementation of a variety of new concepts

Assist in the networking of communication, best practices, and developments throughout the Retail Customization Team as well as our vendors and other resources

Extensive travel from state-to-state (up to 75%) as needed to meet the demands of the business

Support and adhere to all company and departmental policies, procedures, and guidelines

Complete all administrative responsibilities required by the department in a timely manner

Ability to work varying days and hours, based on business needs

Ability to maintain an excellent attendance record

Other duties as assigned

Qualification

Customization equipment knowledgeTroubleshooting skillsRetail operations understandingBusiness software proficiencyCommunication skillsAnalytical skillsTraining abilitiesInterpersonal skillsOrganizational skills

Required

Four-year degree in business/related field and one year relevant experience; or two year degree in a related field and two years of relevant experience; or three years of relevant experience

Demonstrated ability to perform independently with minimal supervision

Strong interpersonal skills and the ability to communicate verbally in a clear, audible, and grammatically correct manner

Strong understanding about retail store operations and customization machine operations and techniques

Ability to effectively communicate with store personnel regarding customization equipment or software issues, and effectively troubleshoot and assist field with repairs

Proven operational knowledge of customization equipment and the affiliated software programs

Ability to operate a computer and utilize business software programs

Ability to analyze customization repair trends and make suggestions on changes to meet or exceed business needs

Travel required for up to 75% of the yearly work schedule as needed to meet the demands of the business

Standing required for up to 90% of the daily work schedule

Possess a current valid driver's license, certificate of insurance, and the ability to drive an automobile throughout entirety of employment

Ability and willingness to travel overnight for training education and/or business meetings