Operations Manager

Pomeroy; Cincinnati (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Pomeroy is seeking a Regional Service Manager to lead a team of Service Technicians in Cincinnati, OH. The role focuses on delivering high-quality service to retail and back-office hardware, coaching staff, and ensuring adherence to service level agreements.

You will interface with customer support centers and store management to resolve issues, drive process improvements, and coordinate cross-functional teams. Travel up to 20% is required as part of routine regional duties.

Qualifications

• Minimum of 3 years technology help desk or IT store support experience.
• Extensive experience with technology systems and hardware.
• Excellent communication and interpersonal skills.
• Ability to mentor staff in providing exemplary customer service.
• Proficiency in Microsoft Word, Excel, and Outlook.

Responsibilities

• Manage a staff of Regional Service Technicians responsible for providing service to retail / back office technology hardware.
• Provide 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 coach to maximize performance.
• Interface with customer support centers on service problem updates and store systems issues.
• Work with customer’s retail store management in problem solving while advocating Pomeroy’s service model.
• Represent the division in process improvement reviews or incident reviews for major incidents as requested by customers.
• Coordinate activities of support groups to resolve cross-group issues.
• Travel regionally up to 20% for field visits, inventories, and business reviews.
• Additional related duties may be assigned as needed.

Skills

Staff leadership

Mentoring

Customer service

Communication

Team coordination

Problem solving

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office

Job description

• 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

Essential Duties & Responsibilities

• 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

Supervisory Responsibilities

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

Minimum Knowledge, Skills And Abilities Required

• 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

Physical and Mental Demands

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.

Physical Demands

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 vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.