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Retail Sales Store Supervisor - Tuba City

 Retail Sales Store Supervisor

Reports To:  Retail Sales District Manager                                                                             

Job Description Summary:  The Retail Sales Store Supervisor objective is to lead and motivate the employees in the sales location so that they will achieve the sales targets of the company.  The Retail Sales Store Supervisor is responsible for sales employee work schedule, making sure that they are adhering to dress code and company standards in contact with the customers and they ensure that all shifts are covered.  The Retail Sales Store Supervisor ensures that all the merchandise is current, clean and saleable, by making regular inspections.  The Retail Sales Store Supervisor must have a thorough understanding of all available Commercial Sales offerings in order to provide the sales employees with the appropriate solutions.  A varied work schedule, including evenings and weekends for special community events, along with minimal business travel is required.  As with all positions at Cellular One, the Retail Sales Store Supervisor must exhibit actions and behaviors that promote a positive, supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

Major Duties & Responsibilities:

·       Meeting or exceeding monthly company sales targets

·       Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints

·       Monitor sales activities to ensure that customers receive satisfactory service and quality goods

·       Assign employees to specific duties

·       Direct and supervise employees engaged in sales, inventory, reconciling

·       Manage inventory and collateral stock and alert or order when it drops to a specified level

·       Enforce safety health and security

·       Instruct staff on how to handle difficult and complicated sales

·       Confer with District Manager to develop methods to increase sales, expand markets and promote business

·       Build and train sales staff team and develop overall store team

·       Retail sales supervisors will take part in ensuring the sales locations is clean and tidy daily.  This includes the customer area, sales desks, back office and facilities

·       Create monthly store work schedule and ensure store is staffed during busy times

·       Reviews and approves store employee hours through ADP and manages overtime

·       Reviews individual and team sales progress

·       Develops community interaction through business groups, community events, Chamber of Commerce meetings and events, business seminars and other community activities

·       Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implement within the Commercial sales team

Additional Duties & Responsibilities:

·       Keep employees motivated, resolve conflicts and make hard decisions

·       Create schedules and manage overtime

·       Serve as the escalation point for customer issues that cannot be resolved at the Store Employee  level

·       Attend weekly Supervisors meeting and quarterly sales training

·       Complete Mindflash as required with 100% pass rate

·       Prepare Loomis pickup each week

·       Check eSecuritel to make sure all claims are 100 fulfilled through HITS

·       Monthly one on one with employees

·       Monitor store activation sheets and make sure that all employees are capturing data required to pay out commissions

·       Review all open follow ups for store location and ensure that follow ups are worked and closed

·       Manage off site events for Freedomfone and/or Vision One accounts

·       Manage or prepare inventory returns and transfers

·       Report inventory discrepancies to District Managers

·       Managing inventory, inventory levels and make key decisions about inventory control

·       Manage cash handling policy and assure adherence to written policy

·       Monitor and report on adequate marketing and advertising for the store location

·       Evaluate on the job performance

·       Identify current and future trends  that appeal to consumers

·       Ensure merchandise is clean and ready to be displayed

·       Ensure promotions are accurate and merchandised to the brand standards

·       Monitor local competitors

·       Initiating changes to improve the business

Key Competencies: 

·       Handling of customer issues

·       Handling of employee issues

·       Time management skills

·       Decision making skills

·       Verbal communication skills

·       Commercial awareness

Computer Software/Hardware Skills:

MS Office:  MS Excel (basic), MS Word (basic)

Specific Requirements/Qualifications:

  • Minimum 1 years proven and demonstrable successful supervisory skills
  • Previous retail sales and outside sales experience preferred. Excellent interpersonal and organizational skills required. Computer data entry skills preferred.

Education Requirements:

  • Bachelor’s Degree or equivalent training and experience.

Physical Requirements:

·       Lifting up to 30 Pounds

Level I Requirements:

Demonstrated Supervisory Skills. Strong interpersonal and verbal/written communication skills. A minimum of 1 years combined previous experience in Retail/Outside/Direct and or Indirect Sales required.  Basic Competency with Microsoft Office, Word, and Excel.

 
 
 

Level II Requirements:

A minimum of 3 years demonstrated Supervisory and Leadership Skills.  Strong interpersonal and verbal/written communications skills.  Previous experience in Retail/Outside/Direct and or Indirect Sales.  Intermediate skills with Microsoft Office, Word, and Excel. Continually exceed target on all products.

 
 
 

Level III Requirements:

BA/BS Degree or equivalent industry experience.  A minimum of 5 plus years demonstrated Supervisory Leadership Skills.  Strong interpersonal and verbal/written communications skills.  Previous experience in Retail/Outside/Direct and or Indirect Sales.  Advanced skills with Microsoft Office, Word, and Excel.  Exceed company target by 10% on all products

 
 
 

 

Sales Engineer - Sunstate

The Sunstate Sales Engineer will report into Director of Sales.  This position will require strong organization skills, customer follow up, requires actions and behaviors that promote a positive and supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

•       Meet all company sales quotas 

•       Participate in all sales and technical training

•       Engineer internet and WAN solutions for Sunstate new and existing clients

•       Engineer workstations or other hardware solutions for Sunstate new and existing clients

•       Build pricing and create Network Designs for Sunstate MSP and ISP services and Hardware

•       Involvement in Product and pricing workbook updates

•       Work cohesively with procurement and projects team to confirm product/project is ordered and laid out according to signed agreement

•       Ensure  service installation close out packages from Sunstate’s projects team for key accounts are performed according to contracted services

•       Proficiency of utilizing Connectwise

•       Submit and manage Feasibility for ICT related projects with Cellular One’s ETO as well as outside vendors and Sunstates technical team

•       Participate in site walks, discovery and sales meetings with IT, Business owners and C-Level personnel

•       Attend any daily, weekly, and/or monthly meetings with Sales Director and/or team

•       Assist with resolving critical issues with any client/ business relationships

•       Keep up to date on industry related news and technology

•       Update all activities according to Sales processes within ConnectWise

•       Create and manage all sales opportunities in Connectwise and submit weekly and monthly reports to Director of sales

•       Achieve Activity points quota on a monthly basis

Education/Experience:

Associates Degree in Business Administration, or related discipline, or the equivalent in work experience.

 Working Conditions/Physical Activity Level/Manual Dexterity-Working conditions will consist of a well-lighted, heated and/or air conditioned indoor office setting with adequate ventilation. This position may require lifting up to 10 pounds, stooping and bending, and light physical activity, needing manual dexterity sufficient to work with the fingers.

Functional Skills

  • Proficient in Cost Guard, Connectwise and Govwin/Onvia and must have detailed knowledge of Microsoft Office
  • Ability to follow, track, develop and create process
  • This position requires strong customer service skills and the ability to multi task in high stress work environment
  • Organized self-starter with drive and capable of managing multiple projects
  • Knowledge to make diagrams/maps
  • Competence to understand VBS language
  • Understanding of all State and federal funding program’s as it pertains to Sunstates core business
  • Ability to define problems, collect data, establish facts, and draw valid conclusions

 

System Administrator - Sunstate Phoenix

 

Technical

roles

responsibilities

 

System Administrator

Review and work on all tickets with a Tier 3 CW Subtype
 

Provide Technical assistance to Tier 2 Technicians
 

Work on Tier 2 tickets and assist Tier 2 engineers if there are no Tier 3 tickets, client projects or business improvement projects to work on (whichever is in most demand/pressing to business needs).

 

In rare cases that none of the above is available, then work on Tier 1 support.

 

System Admins should have thorough understanding of all Tiers and their Subtypes.

 

Given the severity and impact to business of Tier 3 support tickets, System Admins are expected to take ownership of Tier 3 faults and see these through to completion, even if faults need to be worked on past working hours. In the event this is not possible; fault MUST be handed over to the Technical Director or another Tier member that is qualified to assist before finishing shift.

 

Escalation

Where tickets Type/Subtype constitutes Tier 3, but System Admins is unable or uncomfortable with working on the issue, escalation procedure must be followed. Tier 3 escalation should be directly to the Technical Director or another Tier 3 member that is qualified to assist.

Identify Trends, Patterns & Issues

System Admins are expected to identify the most advanced trends and patterns of technical faults. In practical terms, these trends should be addressed by System Admins by writing scripts/designing monitors for automating the repair of these faults, reducing helpdesk effort to repair recurring faults.

 

Project Work

System Admins are expected to spend a significant proportion of their time working on Active Projects and assisting with Interim support of Active projects.

 

As Subject Matter Experts (SMEs) and senior members of the team, System Admins are expected to be actively involved in the design of new systems for clients in conjunction with Technical Director.

 

SLAs

Ensure ticket response times are met as per client’s SLAs.

 

Skill SetS

Technical

Certifacation & Work History

 

Tier 3 Support

System Admins should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University training

System Admins skill set

Advanced Computer and operating system trouble shooting.

Advanced Networking and troubleshooting

Advanced Help desk experience using ticket programs. 3+ years

Advanced Project management and ownership

Advanced Client application troubleshooting.

Project Lead Experience

Project Management Experience

Excellent documentation in ITBoost

System Admins Certifications/Qualifications

A+ certification or compatible years of service and demonstrative work history.

Networking+ certification or compatible years of service and demonstrative work history.

Security+ certification or compatible years of service and demonstrative work history.

CCNA Cisco Certification or compatible years of service and demonstrative work history.

Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

Microsoft Certified System Engineer (MCSE) or compatible years of service and demonstrative work history.

Microsoft SQL DBA certification or compatible years of service and demonstrative work history.

 

 

helpdesk cover

ROLES

responsibilities

 

Helpdesk Cover

Ensure System Admins is available always.

Request additional support when necessary

Effective use of Resources

Through effective escalation, System Admins should ensure they identify faults effectively to ensure either escalation to System Admins or demotion to lower Tier. This is done according to CW Subtypes defined in each Tier.

 

Use CW Automate to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* - System Admins are EXPECTED to write and test scripts/monitors against their own machines and/or in the Dev environment to repair faults, often on mass to save significant helpdesk time in all other tiers and cost to business.

Deployment of scripts/monitors into production environments much first be approved by the System Adminstor/Supervisor

 

 

teamwork

roles

responsibilities

 

Communication

Communicate – Right Time, Right Place.

Role Model

System Admins are some of the most senior members of the team and are role models for Tier 1 and Tier 2 Help Desk Technicians engineers. As such, they are expected to behave with the utmost professionalism which this position commands.

Identify Rising Talent

Tier 3 Technicians should identify and report Tier 2 Technicians who are showing promising signs of improvement/promotion

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

 

 

Customer service

roles

responsibilities

 

Effective Communication

Provide clients with accurate, useful information always.
Maintain upbeat, positive, can-do attitude
Every customer is important – make sure they feel that way!

Complain Handling

System Admins deal with the most serious and critical faults in the business, as well as projects likely to cause significant disruption to business.

Mindful of potential problems and act quickly to mitigate these.

All customer complaints should be reported to the Director, even if you have resolved the client’s complaints through ticket resolution.

 

Identify Sales Opportunities

Pick up on client buying signals
 

Actively review and Identify systems in need of upgrade or replacement.
 

Forward Opportunities to CW Sales Board.

 

 

REPORTING

ROLES

RESPONSIBILITIES

 

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover to Coordinator.

As a 3rd Line Technician, you will be more aware of tickets which are likely to take significant periods of time to resolve. These should be reported to the Coordinator quickly, as prolonged time on support tickets can have an impact on Tier 2 escalation.

Documentation

All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.

- keep their Ticket Status’ up to date, reflecting the current state of the fault.

-ensure tickets have up-to-date notes at COB of every day.

- provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.

 

RF Engineering Manager

Description:

RF Engineering Manager is responsible for RF Optimization and Design of GSM/UMTS/LTE network. The individual will oversee RF Design Engineer, MW Engineer, Optimization Engineer, and interface with other departments. Strong understanding of Ericsson technology.   

Responsibilities:

·       Network performance KPI (meet company standards)

  • Network growth plan (UMTS, LTE design) including Frequency re-tunes
  • Spectrum planning, utilization, coordination with FCC
  • Set up guidelines and procedures, and ensure the RF team follows them
  • Managing/Leading the RF projects, ensure the completion within timelines
  • Handle emergency situations promptly and make escalations to respective teams as needed

·       Forecasting and determination of new equipment requirements.

·       Work with O&M, IP/IT, Switching, Customer Care, Technical Support, also Ericsson & other vendors, contractors on ongoing network activities to ensure optimal performance of the network, ensuring that all issues are escalated and resolved in efficient manner.

  • Manage direct reports of RF Design, RF Performance/Optimization, MW design and RF technicians
  • Set up training plan for the RF team to receive adequate knowledge to keep up to Industry standard

·       Conduct meetings with staff on a regular basis.

·       Working with Site Acquisition and Construction, and also based on coverage and capacity requirements, determine the best location for the placement and the installation of new sites.

·       Provide extended support to staff beyond normal duty.

Requirements:

  • Effective oral and written communication skills; must be able to communicate effectively to all levels management in an organization. Ability to work independently and effectively cooperatively with others. Supports and helps team members to meet goals. Ability to set clear goals/direction and gather the necessary support from team members to ensure that these goals are met/followed
  • Must demonstrate ability to perform and respond well in crisis situations
  • Travel  may be required from time to time
  • Current Driver’s License
  • Must have and maintain a clean driving record.
  • Customer Service Skills

Skills:

  • Strong understanding of GSM, UMTS, LTE networks
  • Good working knowledge of RF Planning and Optimization
  • Good team player with excellent communication and interpersonal skills
  • Excellent management skills
  • Excellent Communication Skills
  • Quick learner
  • Self-motivated
  • Computer literate/MS Office experience

Software knowledge:

  • Actix
  • TEMS
  • Atoll
  • Telsasoft
  • Ericsson ENIQ
  • MapInfo
  • Microsoft Office suite

Education/Experience:

  • Bachelor of Electrical engineering or Computer science.

 

Business Insight Data Warehouse Analyst

Job Description Summary:  As the Business Insight Data warehouse Analyst you will be required to work in a high paced environment with other highly skilled professionals in a team environment. You will be required to demonstrate a high level of self-initiative and analytical skills. You will be required to work well in a team environment and will need the ability to communicate effectively with members of your team.  In this highly visible position you will work with various team members from different departments across the whole organization and will need the ability to communicate effectively with members of upper management.

Major Duties and Responsibilities:

·       Responsible for maintaining the integrity and performance of the Company’s databases and guarantee that data is stored securely and optimally.

·       Responsible for monitoring the SQL Server Agent and Sever Instances in Real time.

·       Responsible for monitoring the hardware conditions of the underlying server,

·       Perform daily maintenance tasks and routine data checks on the various data interfaces

·       Manage the creation and maintenance of a data warehouse and operation data stores

·       Advise Management on Long-Term Capacity Plans and Growth

·       Comfortable Working With Production Servers 

·       Extract Live Data

·       Install Database Software and Updates

·       Guarantee Database Setup Meets Industry Requirements

·       Ensure the quality and efficiency of ETL routines using stored procedures

·       Conduct or coordinate tests to ensure that intelligence is consistent with defined needs

·       Update Database Permissions

·       Proactively Tune Database in Production 

·       Optimize Queries on Live Data

·       Responsible managing the ETL tool Informatica.
 

Specific Requirements/Qualifications:

·       3-5 years related experience

·       Experience with MS SQL 2008 or higher

·       SQL Microsoft Certifications are a plus

·       Knowledge of the ETL tool Informatica

·       Excellent organizational and time management skills

·       Ability to set priorities to meet time sensitive project deadlines

·       Team player with excellent communication skills are essential

·       Extensive knowledge of  SQL Server indexes, OLAP and relational data models

·       Expert level SSIS development skills

·       Extensive experience with SSRS, SSAS

·       SQL Server database performance tuning techniques

·       Solid Project Management Capabilities 

·       Solid Understanding of Company’s Data Needs Strong Technical and Interpersonal Communication 

Service Manager - SunState

Sunstate Service Manager Roles and Responsibilities:

At Sunstate Technology Group, The Service Manager is directly responsible for the Technical Service Department. In this position, the Service Manager drives client satisfaction and team efficiency by ensuring all business metrics are addressed appropriately. This is achieved by hosting on-going meetings with the technical teams, refining processes to improve service delivery, monitoring & managing key business metrics, and managing the development of the professional services team’s skillsets. The Service Manager will work closely with the Company’s Sales Team to ensure client expectations are being met and escalated service requests are prioritized appropriately. In addition, the Service Manager will work closely with the management team to ensure all business goals are being met. The ideal candidate for this position will have a strong result driven mindset and business acumen to communicate effectively with the Technical Team, Dispatch Coordinator, Project Coordinator, Sales and the Client.
To succeed in this role, the ideal candidate should be creative and technically apt in many of the technologies we support, and bring a presence of enthusiasm, leadership and guidance to the Technical Team.

Service Manager Daily Roles and Responsibilities:

  • Focus on making every work hour a profitable hour for the company.
  • Ensure that the service delivery team is meeting all metrics set by Sunstate Leadership.
  • Follow all company standards and procedures as currently documented.
  • Track all work billable or not for the entire technical team.
  • Provide an excellent example of customer service on all levels for the company.
  • Mentor Technicians on any aspect of their position.
  • Coordinate and schedule resources for service requests.
  • Manage activities of all technicians, working with the Techs, Help Desk Coordinator and Project Coordinator.
  • Manage the workflow of all service requests, working with the Techs, Help Desk Coordinator and Project Coordinator.
  • Work Service Requests as assigned according to the company workflow procedures.
  • Provide clients with one-to-one or one-to-many customer service as needed.
  • Review tech time cards to ensure they are being kept up to date in real time.
  • Review and manage the Service Request backlog as needed to ensure all service requests are correctly prioritized, scheduled and moved through the system as desired, working with the Techs, Help Desk Coordinator and Project Coordinator.
  • Check with each technician at the end of the day and note all issues requiring priority attention.

Service Manager Weekly Roles and Responsibilities:

  • Review, revise, and annotate service requests for the past week that are older than 7 days.
  • Review all requests for Personal Time from technicians and ensure they are on the schedule.
  • Preview the upcoming weeks and schedule technicians to tasks as early as possible, working with the Techs, Help Desk Coordinator and Project Coordinator.
  • Coordinate any planned out-of-office/town services with the Client, Techs, Help Desk Coordinator and Project Coordinator.
  • Plan for the weekly Tech Meeting and draft an agenda.
  • Review time cards and submit for approval by the close of business on the last day of the work week.
  • Review time cards and see them all through the submission and approval process.
  • Monitor and support the progress of technicians written quarterly goals, working with the Director to provide guidance and budget needs.
  • Prepare the tech schedule for the next week, working with the Techs, Help Desk Coordinator and Project Coordinator. Verify that technicians are aware of any changes from their normal schedule.

Service Manager Monthly Roles and Responsibilities:

  • Review and revise previous month's Monthly Maintenance Checklist as needed.
  • Review that service delivery team is meeting all metrics set by Sunstate Leadership.
  • Implement any system-wide changes to the Monthly Maintenance Checklist.
  • Monitor Monthly Maintenance progress and manage the process.
  • Plan and schedule Tech Training, working with the Director.
  • Review Monthly Tracking Sheet and proposed items to monitor progress and manage the process.
  • Create and review the Monthly Checklist for the next month.
  • Manage the ITBoost/ITGlue data and access to that data.
  • Schedule any short notice training for technicians as required.
  • Review tech CPRs, working with the Director

Service Manager Quarterly Roles and Responsibilities:

  • Schedule Quarterly Reviews for each Technician in the second week of the quarter.
  • Prepare each Technician's Quarterly Review including their new Quarterly Goals.
  • Plan and, if possible, schedule any training for the technicians.

Service Manager Yearly Roles and Responsibilities:

  • Review the year and summarize successes and fails. Pay special attention to the goals agreed upon for the year.
  • Establish goals for the year ahead.
  • Participate in company roadmap meetings as required.
  • Provide input for budget needs for the next year.

KEY ACCOUNTABILITIES:

·       Ability to improve service delivery and participate in improving project offerings.

·       Assist in hiring and staffing decisions within the service department.

·       Maintain expert knowledge of key products and services provided by the Company and its Competitors.

·       Effectively prioritize service requests, escalations along with other duties and tasks daily

·       Ability to hold the team accountable to the key business metrics

QUALIFICATIONS:

·       Bachelor’s degree preferred.

·       At least 3 – 5 years of experience working in Service Operations, Technical Operations roles.

·       Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)

·       At least 7-10 years of technical support experience, at Level II Technical Tier Knowledge (Minimum)

·       Experience in all aspects of developing and maintaining a technical service team

·       Proven experience in customer service.

·       Experience with relevant software applications, tools and techniques

SKILLS & KNOWLEDGE:

·       Perceived capacity to exude Personal Credibility and Professional Integrity

·       Positive attitude, towards people and problems

·       Ability to self-start, work independently and achieve high standards to meet multiple deadlines

·       Explicitly proficient communicator, including writing, speaking, editing, proofreading and computer skills

·       Above-par working capacity, to work in small and large projects with great attention to detail.

·       Strong calendaring, organizational and document management skills.

·       Work effectively with staff in a team-oriented environment with a positive, can-do attitude.

·       Adept in developing and maintaining strong relationships with management, staff, vendors and clients.

·       Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.

·       Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.

 The above declarations are not intended to be an “All-Inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.  Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.