JOB SUMMARY:

The Temporary Store Technician I is responsible for the installation, maintenance, and repair of equipment, ensuring continuity of customer operations and high levels of customer satisfaction. This role handles customer incidents from start to resolution and follows service level agreements (SLA). The technician works both independently and collaboratively with other IT teams to ensure operational efficiency. The Store Systems Technician has ownership of customer problems or incidents until the situation has been resolved to the customer's satisfaction and/or in compliance with agreed-upon Service Level Agreements.

This position will report to the Manager of IT Services and Operations. He/She will take assignments and directions from Store Tech Lead in a collaborative environment.

Essential Duties and Responsibilities:

Incident Management: Own customer issues, manage incidents, and ensure they are resolved in line with agreed SLAs. Escalate as necessary according to procedures. Customer Communication: Build strong relationships with customers and provide clear communication regarding technical issues and resolutions. Support for Other Technicians: Aid Store Associates when required and guide them on best practices. Installation Services: Verify site requirements before installation, and ensure systems are installed per the plan, meeting customer specifications. Hardware Maintenance: Perform technical troubleshooting, preventive maintenance, and routine repairs on customer equipment. Asset Management: Manage company-owned assets used to deliver customer services, maintain inventory, and control expenses. Vendor Management: Monitor service provider performance, assist in vendor onboarding, and ensure service providers meet SLAs. Preventive Maintenance: Leverage ticketing systems to track and address issues proactively, performing preventive maintenance and system upgrades as needed. Collaboration: Work with other IT teams, including network support, to resolve incidents and plan for improvements. Support Coverage: Ensure backup plans and on-call rotations are in place for continuous system uptime and availability.

Additional Duties:

New Store and Renovation Projects: Participate in store openings and renovations by installing and configuring equipment. Training and Documentation: Assist with creating and maintaining documentation, processes, and procedures for training purposes. Compliance: Ensure adherence to company policies, safety guidelines, and legal regulations, including maintaining licenses and certifications.

Manage IT Vendors and Service Providers:

Lead efforts to successfully onboard new Vendors/Service Providers Continuously monitor the performance of the service providers to ensure NG customer satisfaction is achieved Evaluate Vendor performance, create scorecards, and have quarterly meetings with Vendor and IT management to review performance Establish documentation, processes, and procedures to ensure service providers are properly trained and provide agreed-upon services. Be the first level escalation point for the vendors to resolve issues quickly. Work closely with the Service Desk to set expectations and guidance on working with the Service Providers. Closely monitor the providers' SLA’s and address issues immediately.

Installation Services:

Verify that the site environment meets the requirements before installation or rollout. Install customer systems according to the installation plan; certify that the installation or setup of the product meets the customer's requirements & installation specifications.

Hardware Maintenance Service:

Analyze and correct all technical problems on equipment within assigned customer/stores. Perform periodic preventative maintenance routines on products and install modifications to equipment. Performs overhauls and maintenance repair as a matter of routine.

Asset Management:

Responsible for all company-owned assets that will be used to deliver customer services (i.e. tools, equipment, vehicles). Maintain an appropriate parts inventory and keep parts records. Control expenses.

Job requirements:

Licenses/Certifications: Valid driver's license with a clean record. Physical Requirements: Ability to travel, lift tool kits and parts up to 50 lbs, work in confined spaces, and assume physical positions such as bending, climbing, and squatting. Work Schedule: Flexibility to work nights, weekends, overtime, and on-call shifts as needed.

Physical Environment:

May require prolonged travel, carrying and lifting tool kit/parts weighing up to 50lbs. May require bending/squatting. Exposure to enclosed spaces, dust, drafts, and damp areas. Assuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squatting.

Education: Associate’s degree in computer science or business (NOTE: Degree requirement may be waived if the candidate is actively pursuing a relevant degree or technical certification program AND possesses applicable work experience.)

Professional Experience:

4+ years’ experience in Computer Technology supporting end-user IT systems. Retail grocery chain work experience (a BIG plus).

Technical Skills:

Personal Computer Skills (MS OS, Office), tools, and basic electronic skills. Specific hardware and OS knowledge on assigned products. Network knowledge and troubleshooting experience highly desirable Security Issues (e.g., Physical and access security) Retalix HQ and Store systems (Highly desirable). Emerald POS (Highly desirable). Invatron ePlum scale management (Highly desirable). Hobart and Digi scales and wrappers (Highly desirable).

Certification:

CompTIA A+ (Desired). Microsoft Certified Professional (MCP) (Desired). California Weight Master License (Required within 90 days of hiring date).

Other:

Bilingual English and Spanish (Highly desirable). Skills: Strong critical thinking, organizational, and communication skills. Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

Compliance: Must pass a drug test and meet the criteria set by the Drug-Free Workplace Act of 1988.