Director, Kiosk Technical Services

Company Overview (Who are we? Why should you join us?)

At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 6500+ automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don’t have affordable access to the empowerment of the latest mobile technology.

At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.

Our Values and Leadership Behaviors

 

Position Overview

• As Director, Technical Services you will lead efforts for operations excellence and develop plans for innovations in processes, hardware and software solutions to improve Kiosk network performance . You will establish methods, techniques, and assessment criteria and lead a high performance team of cross-functional resources to plan and deliver complex projects related to kiosk operations, and ensuring success in kiosk network uptime and performance outcomes. You will lead transformation efforts to restructure teams and work organization to improve process excellence and leverage the latest automation and artificial intelligence solutions.

 

Key Responsibilities

• Direct the activities of multiple integrated departments under the kiosk operations function, including deployment of software/hardware products, third party resourcing, and manufacturing/remanufacturing
• Define departmental service levels for Kiosk Performance and Kiosk Optimization (manufacturing our kiosks with low costs/logistics, on-time deployment our kiosks, third party resource selection, statement-of-work negotiation, technical oversight/trade-offs, and risk management)
• Develop and manage KPIs to measure effectiveness and drive outcomes in conjunction with the leadership team
• Champion critical, creative solutions that improve kiosk productivity when partnering with stakeholders, including but not limited to:
  • leverage 3rd party field/manufacturing resources, and drive cost improvement initiatives
  • partner with Engineering, DevOps, Customer Care to quickly resolve kiosk network issues
  • Lead and resolve field operational and maintenance issues to improve machine availability
• Define and maintain the standard for technical support case/call escalation procedures, kiosk dispatch trends, and budget control of third-party service visits
• Identify continuous improvement opportunities for Kiosk Uptime, and manage through multiple projects and timelines to ensure product deficiencies are addressed
• Build, engage and develop a high performing team; hold team accountable to all performance metrics
• Define and maintain standard operating procedures (SOP) and associated training programs

 

Knowledge, Skills & Abilities

• Demonstrated strong leadership skills to manage a diverse group of technical and field services resources and delivering results.
• Demonstrated strong people management skills. Influence and reconcile multiple stakeholder views to drive business results
• Demonstrated strong analytical and critical thinking skills to quickly address kiosk issues e.g., electronics, mechanical engineering, camera optics, and resource management
• Demonstrated strong technical solution skills in software, hardware or both to lead efforts at innovation and incremental improvements, lead proof of concepts development and scaling of solutions to constantly drive machine performance and improve customer experience outcomes
• Demonstrated strong leadership at Incorporating industry-leading methodologies for machine performance management such as risk stratifications, reliability measurements, predictive analytics, forecasting, and AI-driven solutions to enhance performance and operational efficiency
• Demonstrated strong problem-solving skills to provide efficient, impactful, and cost effective solutions
• Advanced proficiency in analytics and visualization (Tableau, Power BI, Python) and understanding of the underlying technical platforms and systems (AWS, Snowflake, Google Cloud).
• Skilled in communicating effectively verbally and in writing, and presenting to senior leaderships
• Strong track record of experience and successes at leading network level operations and managing field support functions in a 24x7 operations.
• Cross functional mindset and ability to manage and influence diverse stakeholder groups with competing priorities 
• Ability to grasp new concepts quickly and adapt accordingly 
• Ability to multi-task in a highly complex, fast-paced environment 

 

Education & Experience

• Bachelor’s degree in a technical field such as industrial engineering, mechanical engineering, software engineering or operations management. Master's degree would be preferred.
• 10+ years of management experience overseeing cross functional, technical teams that provide best practices for troubleshooting incidents
• 5+ years in data analysis, optimization and computing skills at developing and delivering automation solutions for operations
• Industry experience in mobile device, manufacturing, or consumer electronics highly preferred

 

Travel

• 10% 

Salary:

$195,000 - $210,000 + Bonus + Equity Options

 

Base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per CA SB 1162 (“CA Pay Transparency Law”). Base pay information is based on market location. Learn more about ecoATM benefits here.

This position may also be eligible for short-term and long-term incentives based on individual and company performance.

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

Here at ecoATM/Gazelle we value diversity & belonging and are proud to be an Equal Employment Opportunity employer.  All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic, and are fairly and equitably compensated based on current market data. If you need assistance, or an accommodation, please let your recruiter know.