Systems Support Lead

2 weeks ago

Mississauga, Canada OSL Retail Services Inc Full time

Overview:
It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey.

**The Company**:
**OSL (Outsourced Sales Leadership)** was established in 2012 to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition.

At OSL, our culture is our foundation**.** Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity.

**About the role**:
The
**Systems Support Lead** will support the execution of nationally driven store support programs around technology, security, operations, loss prevention and training. Reporting to the Systems Support Manager; and working closely with the Sales and Operations Team; as well as various internal & external partners; the Systems Support Lead will support the team in their efforts to execute nationally driven store support programs around technology, security, operations, loss prevention and training. The Systems Support Lead will also support the security and technology maintenance / support plan for the OSL Retail environment. The Systems Support Lead will support the three pillars of OSL: People, Performance, and Precision.

**Role Duties and Responsibilities**:

- Support the in-field security and technology maintenance plan for the OSL Retail environment
- Adhere to the Canadian Systems Support Team schedule
- Collaborate and support their peers on the Systems Support Team spread across Canada
- Ensures delivery of action and support, where needed in province, in time
- Works to achieve performance metrics tied to service; aligned to region KPI’s
- Ensures professional, responsive, supportive communication practices
- Supports the 911 plan to prevent lost sales or other risks to the business: i.e. a “remote in “strategy; “hardware quick ship”
- Ensures stores experience mínimal down time
- Supports and responds to all predetermined contact strategies, to execute and manage IT issues, LP escalations, etc. i.e., 1-800#, call ticketing systems, a tip line, paging system
- Provides inputs to all systems to track technology inventory and warranty - i.e. All hardware, demo devices, software licencing, repairs, replacement
- Works with the Loss Prevention Team to support by proactively auditing and identifying operational process gaps or fraud/shrink/risk threats
- Collaborates with the Operations & Sales Team to leverage data and reporting to identify opportunity around churn, returns, discounting, buyer’s remorse, non-pay
- Collaborates with the LP Team to investigate issues escalated by carriers, internal staff
- Supports the culture of communication to drive professional and constructive feedback
- Partners with the Sales Team to train on all necessary topics. (i.e., Operational Processes, LP Issues, Technology Use, Carrier Systems, Selling Skills, Product Knowledge, etc.).
- Works with the LP Team to develop plans to minimise losses due to training gaps/or purposeful errors (i.e., discounting, fraud, returns, systemic opportunities for risk, etc.).
- Supports the organisation by supporting New DM’s and Field Staff to learn what they need - faster - so they can be held accountable
- Oversees security roles in terms of permissions around onboarding and Offboarding employees into RQ4, NI, ADP, Carrier Portals, Nudge, LMS, etc. to ensure this is done in real time and minimise threats to OSL & Walmart
- Partners with HR in all employee change processes to ensure all company records are current
- Supports the communication strategy to ensure proactive, detailed feedback to carriers when systems are difficult, error prone or simply not working
- Maintains the demo device library for their area (Store Demos, Manager Demos, DM Demos)
- Collaborates with Training to create training and support tools

**Who we’re looking for**:

- Minimum of 5 years’ experience in retail operations; ideally within the wireless/electronics space and in a managerial role
- Strong Retail Operational background with Sales and Loss Prevention experience in wireless / electronics retail
- Solid Retail Sales competency with demonstrated ability to coach and train others
- Strong proficiency of networking structures and diagnostics to help in end-user troubleshooting
- Knowledge and understanding of Windows Operating Systems (XP, Windows 7)
- Knowledge and understanding of Kaspersky Antivirus
- Knowledge of iQmetrix RQ4 an asset
- Additional IT training and certifications an asset
- Effective time man

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