POS manager Brooklyn, NY

1. Position Purpose:
The POS manager is responsible for the support of our store related POS Systems. (The support personnel are also home office operations support and as such management is shared with the Computer Operations Director). Monitor all problems and/or questions posted to POS Support from discovery to resolution. Often the problem situation prohibits the reporter from properly servicing our customers which could result in lost sales and/or customers. Development of statistical profile reporting to track and categorize problems into trend analysis. Plot mean time average between failure and repair.

2. Job Responsibilities:

• Managing POS technical support and problem resolution
• Develop and maintain POS help desk data-base, monitoring call frequency, resolution and identifying trends in calls
• Provide management statistics concerning problem reporting, tracking and resolution
• Review statistics to determine training and/or software issues and resolving. - Provide final and advanced problem resolution to resolve major problems, working with software company if applicable
• Follow-up contact with users validating problem resolution
• Maintain contact with hardware/software vendors for required support availability. - Ensure quick resolution to user problems
• Test new/upgraded hardware/software in the lab as well as a few pilot stores thoroughly before rollout to all stores. Create system analysis for new software projects, thoroughly reviewing to ensure objectives of project are met.
• Develop recommendations for hardware/software changes to improve operations and solve problems
• Document all POS related operational functions as well as none troubleshooting problems and their resolution(s). Help screens up to date
• Maintain spare parts inventory and manage the ordering of new parts to ensure sufficient inventory at all times to support the level of calls
• Plan new store openings, upgrades and installations. Ensure that register systems are fully tested and functional before being sent out to stores.
• Plan and monitor need for and set up of inventory scanners for the 4 physical inventories each year.
• Plan and coordinate the return of register systems from GOB’s. Ensure all register inventory is returned in a timely manner and without being damaged.
• To manage the replication process for Lotus Notes and oversee any related issues. Coordinate Lotus Notes development as it relates to Point of Sale. Manage Lotus Notes problems as they relate to the stores, and be able to provide technical backup (restoring bookmarks etc). Support DM alignments in stores as they relate to replication issues
• Manage and physically be able to do database restores
• Manage the tax changes, including tax free holidays etc that occur on a yearly basis across many states
• Train users to utilize new hardware and software
• Consultative services to determine optimum solutions and adherence to consistent standards
• Assist in development of the Corporate Disaster Recovery Plan

3. Qualifications:
A. Experience in the following:

• POS/Help Desk Directory experience
• POS Hardware experience a plus (especially IBM registers)
• PC software experience (especially MS Office, StarOffice, Windows 2000 and Lotus Notes)
• Ten plus years POS Directory experience in 500+ outlet retail environment. B. Skills
• Excellent telephone skills (patience, probing, analytical development, clarity and courtesy)
• Strong and fluent customer service skills
• Proficient experience (10 or more years) in a support environment that includes interaction with users of POS hardware and applications
• Exposure to AS/400 operating system and hardware
• Well organized
• Self motivated
• Good communicator (written and oral)
• Versed in help desk programs
• Strong interpersonal skills
• Excellent problem management skills
  
• Strong management skills