Function:
In line with the IT strategy and in order to improve the support experience of PUMA's digital programs in the country and region for PUMA clients/users, the role of the IT Coordinator will be in charge of providing the staff of the stations with PUMA service level 1.5 support (Dealers, Supervisors, Cashiers, trackers, others), having the ability to evaluate needs and make the necessary escalations whenever support of the commercial programs is required.
The IT Coordinator will be the first level escalation to 1 support level to review site or country specific situations that could not be adequately resolved by L1.
Also, IT coordinator will be playing the “Trainee of Trainers” role to refresh and reinforce IS Retail Programs knowledge programs to the staff at the sites.
Key responsibilities:
- First escalation point for 1 support level and Matrix Escalation.
- Track escalated, repetitive tickets (problems) and tickets associated with Releases, which will escalate to the next support levels.
- Analyze the tickets trend to identify process improvements, to optimize resolution times, observe compliance with the country's SLA and improve service quality.
- Observe and raise points of improvement that can be proactively identified or communicated from the Merchant.
- Collaboration with peers from other countries to work on continuous improvement, such as standardization and good practices.
- Follow up and communicate cases with the merchant of complex tickets or tickets with high operational impact. That can be remote or on-site, depending on priority and criticality.
- Carry out on-site or remote training of the service station staff of the PUMA ecosystem.
- Support different IT projects, including participation in on-site deployments, ensuring the preconditions for carrying out deployments (Survey), securing equipment, recording deliveries in writing and photographs.
- Delivery of Hard Ware to the stations, configuration of equipment such as HHT, connection of equipment, occasionally sanity tests, review of the conditions of the IT equipment and its basic maintenance.
- Inventory management and control of IT equipment delivered to the merchant, replaced, under repair or in stock.
Requirements
- 3 years of experience in retail, stores or tracks.
- Retail Service Station Field and C-Store (Site Admins) experience, indispensable
- Knowledge in IS Retail Management Systems - indispensable. (POS/C-Stores/Forecourt)
- Computer Science knowledge (Technical Level) preferably.
Ability to demonstrate the following
- Retail systems management (e.g. points of sale), preferably.
- Training teams experience.
- Routers.
- WAP.
- Patch Panels.
- Computer and printer configuration.
- Hand Held terminals experience.
- Network experience.
- MS Windows OS.
- MS Office (Excel, Power Point, Outlook, Word).
Skills, competencies and qualifications:
- Retail Service Station Management (Retail IT systems, HOS, BOS, Pricings process, Convenience Retail management, Forecourt controllers and Inventory control).
- Retail business knowledge and retail fuel and convenience management systems.
- Able to analyze critical situations, solve problems and discern effectively.
- B2C experience.
- Strong team player.
- Effective communication skills.
- Interpersonal skills with clients and suppliers.
- Strongly organized and structured.
- Able to priorities work and resolve complex requirements.
- Show initiative and autonomy.
- Available to travel and move to places outside the city for scheduled deployments and trainings.