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ecoATM Gazelle · 1 month ago

Director, Kiosk Technical Services

United States

Full-time

Remote

Director/Executive

$195K/yr - $210K/yr

10+ years exp

ecoATM is a technology company and a pioneer of device re-commerce, focusing on protecting the planet through the mobile device re-use revolution. As the Director of Kiosk Technical Services, you will lead operational excellence and innovative solutions to enhance kiosk network performance while managing a high-performance team to deliver complex projects.

Consumer ElectronicsRecyclingWaste Management

Responsibilities

Direct the activities of multiple integrated departments under the kiosk operations function, including deployment of software/hardware products, third party resourcing, and manufacturing/remanufacturing

Define departmental service levels for Kiosk Performance and Kiosk Optimization (manufacturing our kiosks with low costs/logistics, on-time deployment our kiosks, third party resource selection, statement-of-work negotiation, technical oversight/trade-offs, and risk management)

Develop and manage KPIs to measure effectiveness and drive outcomes in conjunction with the leadership team

Champion critical, creative solutions that improve kiosk productivity when partnering with stakeholders, including but not limited to: leverage 3rd party field/manufacturing resources, and drive cost improvement initiatives

Partner with Engineering, DevOps, Customer Care to quickly resolve kiosk network issues

Lead and resolve field operational and maintenance issues to improve machine availability

Define and maintain the standard for technical support case/call escalation procedures, kiosk dispatch trends, and budget control of third-party service visits

Identify continuous improvement opportunities for Kiosk Uptime, and manage through multiple projects and timelines to ensure product deficiencies are addressed

Build, engage and develop a high performing team; hold team accountable to all performance metrics

Define and maintain standard operating procedures (SOP) and associated training programs

Qualification

Technical solution skillsData analysisKiosk operations managementLeadership skillsAnalytical skillsProblem-solving skillsCross-functional collaborationMulti-taskingStakeholder managementTechnical field knowledgeCommunication skillsAdaptability

Required

Bachelor's degree in a technical field such as industrial engineering, mechanical engineering, software engineering or operations management

10+ years of management experience overseeing cross functional, technical teams that provide best practices for troubleshooting incidents

5+ years in data analysis, optimization and computing skills at developing and delivering automation solutions for operations

Demonstrated strong leadership skills to manage a diverse group of technical and field services resources and delivering results

Demonstrated strong people management skills. Influence and reconcile multiple stakeholder views to drive business results

Demonstrated strong analytical and critical thinking skills to quickly address kiosk issues e.g., electronics, mechanical engineering, camera optics, and resource management

Demonstrated strong technical solution skills in software, hardware or both to lead efforts at innovation and incremental improvements, lead proof of concepts development and scaling of solutions to constantly drive machine performance and improve customer experience outcomes

Demonstrated strong leadership at Incorporating industry-leading methodologies for machine performance management such as risk stratifications, reliability measurements, predictive analytics, forecasting, and AI-driven solutions to enhance performance and operational efficiency

Demonstrated strong problem-solving skills to provide efficient, impactful, and cost effective solutions

Advanced proficiency in analytics and visualization (Tableau, Power BI, Python) and understanding of the underlying technical platforms and systems (AWS, Snowflake, Google Cloud)

Skilled in communicating effectively verbally and in writing, and presenting to senior leaderships

Strong track record of experience and successes at leading network level operations and managing field support functions in a 24x7 operations

Cross functional mindset and ability to manage and influence diverse stakeholder groups with competing priorities

Ability to grasp new concepts quickly and adapt accordingly

Ability to multi-task in a highly complex, fast-paced environment