KERING Retail Operations Technology Specialist

Your Opportunity

Kering has embarked on a change program to improve the way support services are provided to end users and locations.  A core element of this change is the introduction of a proactive service to directly engage end users, intended to augment existing support services provided through the IT Service Desk and remote based IT Support teams.

The Retail Operations Technology Specialist works closely with Kering brand Store Managers to ensure technology used in stores enables our Brands to reach their strategic goals, supports sales growth and increases employee productivity. Based in the New York metropolitan area, the Specialist will report to the Business Relationship Manager, Americas Tech.  

How you will contribute

• Partner with Kering brand store managers to assess the technical health of stores & address issues – includes network, applications and hardware

• Uncover all issues in stores and addressing through normal support channels

• Ensure all equipment is current and working properly

• Reinforce best practice IT processes, procedures and training

• Gather requests for new Demand at an operational level

• Point of contact for service escalations

• Direct engagement with store personnel either through on-site visits or remote check ups

• Support over 250 stores across 7 Brands in the US and Canada (East Coast), will require approximately 50% travel

The team focuses on delivering value through service excellence leveraging Kering’s existing global and regional support models, ensuring users have a positive experience with store technology and Kering Technology’s Support Services when needed.

Who you are

• Minimum 5 years’ experience working in a retail organization, in an IT service desk or operations environment, in a customer facing service delivery role

• Minimum 5 years’ experience providing hands on EUC and hardware support including Windows OS, laptops, desktops, printers, mobile devices, POS, payment devices and basic network support

• Knowledge of ITIL a plus

• Experience with project management a plus

• Bachelor’s Degree in IT or related field preferred

• Must have the ability to operate independently in a demanding Service role, providing reliable and consistent support to Retail employees who themselves provide a high level of service to discerning, luxury customers

• Understand technology issues in retail stores and the impact on store operations, as well as the ability to explain in non-technical terms to users

• Strong verbal and written communication skills are required

• Positive attitude towards problem solving, with a generally service minded approach towards customers and peers