Operations Manager

• Manage a staff of Regional Service Technicians responsible for providing service to retail / back office technology hardware
• Provide necessary mentoring to field staff to increase performance
• Ensure divisional commitment to Service Level Agreements already in place
• Evaluate service delivery reports for all employees within the division and coaching to maximize performance
• Interface with customer support centers on service problem updates, support issues and concerns with store computer systems
• Work directly with customer's retail store management in problem solving while acting as an advocate for Pomeroy's service model
• Represent the division in process improvement reviews or incident reviews for major incidents as determined and requested by customers.
• Coordinate the activities of support groups to resolve operational issues and problems that involve the participation of multiple groups and individuals to resolve
• Periodic regional travel required -- up to 20%
• Field visits, physical inventories/locations, customer business reviews, etc
• Additional related duties may be assigned as needed

• Manage a staff of Regional Service Technicians responsible for providing service to retail / back office technology hardware
• Provide necessary mentoring to field staff to increase performance
• Ensure divisional commitment to Service Level Agreements already in place
• Evaluate service delivery reports for all employees within the division and coaching to maximize performance
• Interface with customer support centers on service problem updates, support issues and concerns with store computer systems
• Work directly with customer's retail store management in problem solving while acting as an advocate for Pomeroy's service model
• Represent the division in process improvement reviews or incident reviews for major incidents as determined and requested by customers.
• Coordinate the activities of support groups to resolve operational issues and problems that involve the participation of multiple groups and individuals to resolve
• Periodic regional travel required -- up to 20%
• Field visits, physical inventories/locations, customer business reviews, etc
• Additional related duties may be assigned as needed

• Direct reports include Regional Service Technicians I, II, and III

• High school diploma or equivalent required, college degree preferred
• Minimum of 3 years technology help desk or IT store support experience
• Extensive experience with technology systems and hardware
• Excellent communication and interpersonal skills required
• Ability to mentor staff in providing exemplary customer service skills
• Extensive experience working with Microsoft Office Suite, with appropriate emphasis on Word, Excel, and Outlook
• Excellent problem solving and customer service skills
• Strong sense of urgency and retail business orientation
• Ability to work independently day-to-day while being a strong team player

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another.

Must have ability to ascend and descend stairs. Specific…