Position Description - Lead Tech Solutions Specialist

Position Description - Lead Tech Solutions Specialist






Applies to: all Noel Leeming team


Overview

To provide top level installation, troubleshoot and set-up service to Noel Leeming Group customers both in their homes and in stores within catchment for technical and training support on varied levels of IT products and services. To take on responsibility for facilitation of learning solutions and demonstrations in store, in training centre, as well as off site within a designated catchment. This will be for both individuals, businesses, schools and other groups. To be a regional asset to support the Store Managers to manage the Services team throughout the network, through skills support and process follow-up and monitoring. To support the Services Fulfilment Manager in implementation and follow-up of all Retail Services processes, procedures and concepts. Although the role reports to the relevant Store Manager there is a strong connection to the Services Fulfilment Manager. To support and drive services sales and profit targets for Noel Leeming Group Limited.

Our Way

‘SPIRIT’ is Noel Leeming Group’s values and behaviours that help guide our actions and decision-making with everyone we interact with including our customers and each other.

• Strive Our standards are high yet daily we strive to exceed them.
• Passion Passion is the heart of everything we do.
• Integrity We do the right thing.
• Respect Respect for all guides our actions and decisions.
• Innovation We provide innovative end-to-end solutions.
• Teamwork  We work together to achieve our goals.

Nature and Scope of Role

To make Noel Leeming a great company to do business with by:

• A commitment to excellent customer service.
• Provide stores with full Services experience encompassing both technical and training support for customers and stakeholders.
• The Lead Tech Solutions Specialist will be responsible for delivery complete set-up and installation of customers’ devices and as last port of call with the business ensure that the customer is left with a positive impression of Noel Leeming and its teams.
• The Lead Tech Solutions Specialist will understand and be able to explain the components of all service products and offerings.
• The Lead Tech Solutions Specialist will be competent in all aspects of the Services business and be able to complete all services work for the catchment area.
• The Lead Tech Solutions Specialist is the regional support for Retail Services and should provide a wide and varied level of support to Managers and Services Fulfilment Manager.
• The Lead Tech Solutions Specialist will work with Services Fulfilment Manager to identify key team in stores and wider network who would be good fit for future development into services.
• The Lead Tech Solutions Specialist will be seen as the example of how to successfully perform a Tech Specialist role and demonstrate best practice through all activities.
• The professional image of the Company is projected positively at all times this includes the wearing of the Company uniform, and maintaining any work vehicles to a high clean, tidy and organised standard.

Key Responsibilities/Accountabilities

Duties and Relationship Management
• Building of successful internal and external customer relationships.
• Install configure and troubleshoot all major operating systems.
• To provide training and support on a wide variety of products and services.
• Confidence in physical installation of products such as wall mounting.
• Attention to detail to ensure that all jobs are left completed to a professional standard.
• Follow NLG booking systems and processes.
• Work in partnership with the booking team to ensure that jobs are booked efficiently and schedules are followed.
• Troubleshoot and resolve network problems and manage network security.
• Provide training and support in form of workshops for groups and businesses.
• Create material for group and individual workshops.
• Installation and set-up or commercial product offering including but not limited to device management systems.
• Work with booking team to improve the utilisation and coverage of the region Services Team.
• Work as the regional view to the leave schedules and be the lightning rod for coverage issues.
• Review regions specialists’ jobs from the previous day/week to ensure that jobs have been signed off correctly.
• Be a key resource for the training and development of the team and work closely with the L&D specialist and Fulfilment Manager to ensure that the technical training is up to speed.
• Be a key contact within the region for Commercial jobs both for scoping and implementation.
• To conduct self in a professional manner at all times, this also covers personal presentation, demeanour and driving Company vehicles.
• To undertake any other duties as required.

Business Performance
• Ensure all customers are delivered highest market leading standard of service.
• Ensure that all activities are consistent with and supportive of the business plan.
• Meet and exceed store targets in services sales.
• Meet and exceed service delivery targets.
• Assist to improve utilisation and productivity of Services team throughout region.
• To understand and conform to all Company policies and procedures.

Self Development
• Keep abreast of industry and professional knowledge.
• Keep up to date with new innovations and products.
• Attend supplier training days and NLG PK events.
• Strive to complete all NLG certification relevant to Retail Services.
• Understand and follow the business values and foundations.
• Personal skills and competencies kept up-to-date with professional development.

Health and Safety
• To be responsible for and manage for the Company Health and Safety Policy, reporting any unsafe work conditions, equipment or practices.
• The Company is not exposed to unnecessary risk or costs associated with non-compliance.
• Follow all safe driving practices.
• Maintains safe, organised and neat work areas.

Stakeholders
• Services Fulfilment Manager, Store sales and management teams, commercial teams, Services Support Team.

Direct Reports
• Nil

Budget
• N/A

Challenges

• Drive effective and positive management practices aligned to the NLG culture, values and customer needs
• Balancing between customer service and Profitability.
• Prioritising time between Lead Tech Specialist Duties and Tech Specialist Duties and responsibilities.

Professional Qualifications/Experience

• Background in IT at technical level.
• 3 years frontline team management.
• Experience with training and development (People and IT).
• Passion for Technology.
• Experience with team management.
• BYOD or Device management system certification or experience.
• Tertiary qualification in a related discipline or equivalent industry experiential background.

Personal Competencies

• Display excellent communication skills both written and verbal.
• Comfort with all major operating systems.
• Ability to adapt to a customer’s needs.
• Confidence to perform manual installations i.e. wall mounts.
• Confidence in presenting to groups of various sizes and skill levels.
• Interpersonal Savvy and high level of Patience.
• Ability to influence others.
• High level of problem solving with resolution focus.
• Dedicated to meeting the expectations and requirements of internal and external customers.
• Strong interpersonal skills and capable of building effective relationships with team members, internal teams and customers to gain their trust and respect.
• Demonstrates a commitment to delivering on key objectives.
• Excellent time management and prioritisation skills.
• Accepts full responsibility for self and contribution as a team member.
• Values and respects other people’s opinions and contribution at every level of the business.
• Anticipates potential problems and proactively addresses them.
• Honest and ethical with customers and fellow colleagues at all times.
• Results oriented and self-motivating.
• Tenacious and resilient, driven to achieve even when faced with obstacles.
• Adopts and maintains a professional and positive attitude including standard of dress and demeanour.

The above duties and responsibilities within this role are not meant to be limiting – rather to give an outline of essential duties of the position that may change from time to time, which will require flexibility.

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