Get to know The Pokémon Company International
The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, 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.
Get to know the role
- Job Title: Automated Retail Service Desk Engineer
- Job Summary: As a Service Desk Engineer, you will be a key player in ensuring the seamless operation of our vending machine network. Leveraging your extensive experience in automated retail and support operations, 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 in throughout our support processes.
- FLSA Classification (US Only): Exempt
- People Manager: No
What you’ll do
- Expert Remote Troubleshooting: Utilize your in-depth technical knowledge and diagnostic tools to remotely troubleshoot and resolve complex vending machine issues, minimizing downtime and maximizing customer satisfaction.
- Advanced Ticket Management: Efficiently handle escalated and complex support tickets, demonstrating advanced problem-solving skills and technical expertise.
- Data Analysis and Insights: Collect, analyze, and interpret machine performance data to identify trends, root causes of issues, and opportunities for proactive maintenance and improvement.
- Vendor Collaboration: Build and maintain strong relationships with our software and field vendors, collaborating on complex issue resolution and advocating for feature enhancements.
- Proactive Monitoring and Problem Prevention: Implement and refine proactive monitoring strategies to identify and address potential machine problems before they impact service.
- Process Optimization: Leverage your experience to identify areas for process improvement, automation, and efficiency gains within the support function.
- Knowledge Sharing: Develop and maintain comprehensive documentation and training materials to empower the support team and field technicians.
What you’ll bring
- Five (5) to seven (7) years of relevant professional experience or a demonstrated equivalent level of expertise in a Sr. Technical Support or Helpdesk role, preferably within the automated retail, vending machine industry, or technology based company.
- Proven track record of working effectively on cross-functional teams and collaborating with vendors.
- In-depth knowledge of vending machine technology, hardware, software, and networking.
- Advanced proficiency in using remote diagnostic and troubleshooting tools.
- Strong data analysis and reporting skills.
- Experience with Microsoft Azure environments, Windows domains, and InTune remote PC configuration and management.
- Experience with process automation and scripting.
- Experience building reports using BI tools such as Tableau and Power BI.
Base Salary Range: For this role, new hires generally start between $105,000.00 - $124,000.00 per year. The full range is $105,000.00 - $157,000.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate’s qualifications and professional experience uniquely.
#LI-JL1 #LI-Hybrid
How you’ll be successful
- Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
- Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.
- Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
- Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
- Building Relationships: Develops and strengthens relationships, adopting a “team first” mentality and working collaboratively to solve problems and meet shared goals.
- Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.
What to expect
- An employee first culture.
- Company events that celebrate the spirit of Pokémon.
- Competitive cash-based compensation programs.
- 100% employer-paid healthcare premiums for you.
- Generous paid family leave.
- Employer-paid life insurance.
- Employer-paid long and short-term income protection insurance.
- US Employees: 401k Employer Matching.
- UK/IRE/MX Employees: Pension Employer Contributions.
- Fitness reimbursement.
- Commuter benefit.
- LinkedIn learning.
- Comprehensive relocation package for certain roles.
- Hybrid work environment.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work. In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.
The Pokémon Company International is committed to the inclusion of all qualified applicants for consideration in our job application process. If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact the Talent Acquisition team at [email protected].
Top Skills
What We Do
Join one of the most popular children’s entertainment properties in the world! The Pokémon Company International, a subsidiary of The Pokémon Company in Japan, manages the property outside of Asia and is responsible for brand management, licensing, marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and website.
WE ARE POKÉMON!
Why Work With Us
Everybody that works here has a passion for the brand, maintaining high standards, displaying curiosity and creativity, developing collaborative partnerships, and delighting our customers and fanbase. We treat everyone with respect and empathy.
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