Service Desk Manager

 

 The company 

Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous learning. 

Our people

At Toshiba, all team members are empowered to take responsibility and develop innovative solutions to our customers' most challenging problems. To retain and develop top talent, we foster a work environment that celebrates creativity, encourages skill development, and enables multidisciplinary collaboration.

Summary

Responsible for working independently, maintaining retail store technologies, computer systems and peripherals, within retail store and commercial business environments. They are responsible to perform a full workload of product installation, support services and repair on Toshiba Global Commerce Solutions and non-TOSHIBA retail products and in the store systems, retail banking and SMB marketplaces (i.e., apparel stores, supermarkets, mass merchandising, specialty shops, banks, local insurance agents, CPAs, legal firms, etc.).  The Field Service Technician is accountable for customer satisfaction, metrics attainment and operational activities as required for the services provided.  The services include some or all the following:  whole product and/or component exchange and on-premises basic product & store equipment problem diagnosis, adjustment and/or repair.  The Field Service Technician may also perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications, to products using well established documentation and procedures.

What you will bring to the team

The service desk manager Leader & Project Manager for the Services Team will plan, schedule, monitor, evaluate and drive  call center / service desk project, ensuring they meet established time, SLAs, SLO, Procedures, Cost, Tools of Call & Incident management. The Service Desk & Project Manager develops and manages the project´s change control procedures and effectively utilizes all available methodologies and tools, culminating in client acceptance of results. 

The Service Desk & Project Manager conducts project progress reviews with client and account team personnel, providing contingency and problem resolution plans as required. Candidates should have expertise in translating IT requirements into solutions driven by detailed project plans via the use of Project Management disciplines.  Given the customer facing nature of this role. Vendor control and negotiation.

Your typical day as a Toshiba Service Desk Manager will involve: 

• Leads a delivery team (internal and External) for multiple complex small or medium Service Desk & Call Center projects, or a complex segment of a larger project, requiring a broad scope of domain and discipline knowledge. Develops and manages project plan and resources. Manages task assignments and conducts team meetings. Communicates project status internally and with customer and conducts status meetings. Produces project documentation. Vendors control and negotiation. Monitors and controls project and manage day-to-day activities. Identify issues and tracks to resolution. Manages Change Control. Manages cost/schedule/resource variances.
• Frequent Customer Interaction.  Interfaces with internal and external teams to ensure alignment of deliverables. Ensures client expectations are met/exceeded.
• People management and, project management concepts & helps direct their tasks. Actively contributes to knowledge-sharing sessions.
• Builds complex project plans independently or with minimal guidance from senior project managers.
• Interfaces with team leadership and external teams as appropriate to complete tasks

Areas of expertise and requirements

•    High School Diploma with 4+ years of related experience, IT/Technical degree or certificate preferred.
•    Must be able to travel 100% of the time, domestic and/or air travel. May be assigned to a specific local territory, but air travel may be necessary for installations or other service delivery projects outside assigned geography.
•    Possesses operational knowledge of personal computer technology, network infrastructure, flat panel TVs & monitors, cash registers / point-of-sale equipment, and associated retail devices.
•    Demonstrates general knowledge and experience in wall-to-wall IT service and support. 
•    The position requires a mechanical aptitude with competency in electricity & electronics, and the ability to properly use test equipment, basic hand tools, electronic testing equipment and electric meters.  
•    Must possess the ability to follow written or spoken directions and to provide information in a clear and concise manner
•    Good Customer Service skills are essential.
•    Develops skills in maintaining good working relations with customers and peers.
•    Ability to multitask, prioritize assignments and work independently
•    Must have good written and oral communication skills including tact and diplomacy when facing customers.
•    The individual must be able to recognize and understand the functional and operational use of IT signal and power cables as well as low voltage wiring systems and to perform diagnosis and repair thereof. 
•    Self-motivated and strong work ethic. 
•    Ensures that solutions to today’s problems do not become tomorrow’s
•    Maintain a professional demeanor, dress, and behavior
•    Problem solving and Organizational skills.
•    Ability to work long hours as project needs dictate in a physically demanding environment.
•    Ability to work varying shifts including overtime and weekends as necessary.

 

We offer: 

• Career plan and real growth opportunities 
• Constant training, tutoring, online corporate courses, eLearning and more 
• Pleasant work environment (game room, nap area, amenities and more). 
• Flexible work hours and dress code 
• Hired directly by Toshiba and 100% under payroll. 
• Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher) 
• Major and Minor medical expenses insurance: Life, major medical expenses with dental and visual coverage. (For the employee and direct family members) 
• Savings fund for employees, capped at the limit of the law 
• Grocery coupons 
• 12 days of vacation plus 6 floating days
• Relocation bonus 

EEO: 
Toshiba Global Commerce Solutions is an equal employment employer and is committed to providing employment opportunities. 

DIVERSITY, EQUITY & INCLUSION:    
We at Toshiba Global Commerce Solutions firmly believe that our people are integral to our customer’s success. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people. We're passionate about our customers in the retail industry and becoming a more responsible company as we help create a brighter future.