Automated Retail Technical Operations Engineer
Pokemoncareers · Redmond, Washington, United States
About this role
**Automated Retail Technical Operations Engineer** **About The Pokémon Company International** The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. **About the role** As an Automated Retail Technical Operations Engineer, you’ll help ensure the seamless operation of the vending machine network. You’ll provide expert remote troubleshooting, diagnostics, and technical guidance, collaborating with field technicians, merchandisers, and vendors to resolve complex issues. You’ll also analyze machine performance data and drive continuous improvement across support processes. **What you’ll do** **Data Analysis & Insights** - Collect, analyze, and interpret machine performance data to uncover trends, root causes, and opportunities for proactive maintenance and innovation. **System Integration & Optimization** - Support the integration and continuous improvement of key systems (e.g., Salesforce CRM, Kiosk 360). - Enhance data flow, user experience, and operational efficiency across platforms. - Implement and refine proactive monitoring strategies to identify and address potential machine problems before they impact service. **Process Optimization** - Identify and implement improvements, automation opportunities, and efficiency gains within the support function. - Develop and maintain comprehensive documentation and training materials for the support team and field technicians. **Kiosk Network Health & Troubleshooting** - Monitor and maintain the performance of the nationwide kiosk network. - Lead remote diagnostics and resolution of complex technical issues to minimize downtime and maximize customer satisfaction. **Advanced Ticket Management** - Manage escalated and complex support tickets with a focus on resolution speed and technical accuracy. **Vendor Collaboration** - Partner with software and field vendors to resolve complex issues and advocate for product enhancements. **What you’ll bring** - Five (5) to seven (7) years of relevant professional experience (or demonstrated equivalent), preferably in automated retail, vending machine, or technology-based environments. - In-depth knowledge of vending machine technology, hardware, software, and networking (e.g., UPS, switches, hubs). - Strong data analysis and reporting skills (e.g., Power BI or Tableau). - Proven track record working effectively on cross-functional teams and collaborating with vendors. - Advanced proficiency with remote diagnostic and troubleshooting tools. - Experience with Microsoft Azure environments, Windows domains, and InTune remote PC configuration/management. - Experience with process automation and scripting is a plus. **Compensation (Base Salary Range)** - New hires generally start between **$95,000.00 – $127,000.00** - Full range: **$95,000.00 – $172,000.00** per year **Work style** - **#LI-JL1 #LI-Hybrid** **How you’ll be successful** - Passion for Pokémon - Challenging the Expected - Integrity and Respect - Dedicated to Quality - Building Relationships - Delighting Customers **What to expect** - Innovative culture driven by impact - Company events celebrating Pokémon - Competitive cash-based compensation programs - 100% employer-paid healthcare premiums - Generous paid family leave - Employer-paid life insurance and income protection - 401k employer match
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