Position Description - 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 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 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 Tech Solutions Specialist will understand and be able to explain the components of all service products and offerings.
• The 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 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, safe, 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 high 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 support in form of workshops for groups and businesses.
• Create material for group and individual workshops.
• Installation and set-up of commercial product offering including but not limited to device management systems.
• 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 allocated from time to time.
• Use of a company vehicle for delivery of services within your area.
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.
• 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.
• 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.
• As driving a vehicle is a vital component to delivery of Tech Solutions Service there is a requirement to retain a Full New Zealand Drivers license.
Stakeholders
• Store sales and management teams, commercial teams.
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.
Professional Qualifications/Experience
• Background in IT at technical level.
• Experience with training and development (People and IT).
• Passion for Technology.
• 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.
• 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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