Automated Retail Technical Operations Engineer
About the role
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. Pokémon was launched in Japan in 1996 and today is one of the most popular children’s entertainment properties in the world. Learn more online at corporate.pokemon.com and pokemon.com.
Job Summary: As an Automated Retail Technical Operations Engineer, you will be a key player in ensuring the seamless operation of our vending machine network. Leveraging your extensive experience in support operations and automated retail, you will provide expert-level remote troubleshooting, diagnostics, and technical guidance. You will collaborate closely with field technicians, merchandisers, and our various vendors to resolve complex issues. This position requires someone with the ability to analyze machine performance data and drive continuous improvement throughout our support processes.
FLSA Classification (US Only): Exempt. People Manager: No.
Responsibilities
- 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 to empower the support team and field technicians
- Kiosk Network Health & Troubleshooting: Monitor and maintain the performance of our nationwide kiosk network; lead remote diagnostics and resolution of complex technical issues to minimize downtime and maximize customer satisfaction