Customization Support Coordinator

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Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US, Canada, Mexico, Europe, and Australia. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Adidas, and Mitchell & Ness.

We currently operate 1,200+ locations domestically and 50+ internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and numerous MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers.

The company is currently expanding with the goal of becoming the largest licensed brick-and-mortar sports retailer across the globe.

Assist Field Personnel with the maintenance and upkeep of their customization and related equipment, software, supplies and parts. Minimize store machine downtime through phone support, vendor and technician communication, preventative maintenance, and training of Field Personnel on customization maintenance topics.

1. Receives all initial calls from Customization Support Hotline regarding any customization concept machines, software, equipment, parts and supplies.
2. Assist store personnel with diagnosing and troubleshooting customization machines, software, and equipment or supply issues.
3. 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.
4. 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
5. Communicate with vendors and other technicians/resources when escalation is necessary to complete advanced diagnostic/repair beyond our scope of expertise.
6. 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).
7. Manages (send out, maintain, order, refurbish, and replenish) LIDS Customization Parts Depot
8. Issue and maintain PO system to ensure timely payment of approved orders and services to our vendors/technicians.
9. Proactively communicate with stores to ensure good working equipment (3% Call for example)
10. Perform periodic scheduled Preventative Maintenance Sweeps within markets to “tune-up” machines and teach basic maintenance and upkeep to store personnel.
11. 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.
12. 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.
13. Analyze trends in errors, codes and machine malfunction, and recommend solutions
14. Periodic review of training materials to ensure accuracy and completeness
15. Travel/train with CCT’s as needed on the topics of advanced maintenance and troubleshooting

16. Assess aged machine status, and recommend replacement to supervisor as needed
17. 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.
18. Communicate effectively with all levels and departments of the company to share information, network ideas, and further develop the customization program.
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