Job Information
Do it Best Corp. Retail Technical Support Supervisor in Fort Wayne, Indiana
Retail Technical Support Supervisor
Location: Fort Wayne, IN Level: Salaried Division / Department: Sales & Bus Development - Point of Sale Support Reporting to position: Store Operations & Conversions Manager Travel: Minimal travel may be required if needed for Do it Best Markets, member meetings, or point of sale vendor training opportunities About the Role: The Point of Sale (POS) Support Supervisor is essential in providing leadership and guidance for point of sale technology support in our members' stores. As the supervisor, you will manage a team of eight support professionals, coordinating daily workload, assessing training needs, and ensuring the team meets established service level agreements (SLAs) and performance goals. You’ll also handle escalations, collaborating with third-party vendors and internal stakeholders to resolve complex issues. An understanding of our proprietary data files and their interaction with POS systems is critical for success in this role.
This role requires a deep understanding of the data and file structures related to items, sales, products, and orders, as well as how these elements integrate with our members’ POS systems and Do it Best internal systems. If you have any experience working in any of the following positions, we strongly encourage you to apply: IT Support Supervisor, Help Desk Lead, Retail Technology Operations, EDI or Retail Data System Coordinator. Responsibilities Include:
Lead the team in analyzing and resolving member inquiries related to POS systems
Monitor team performance and report on metrics to ensure department goals are met
Provide leadership and direction to the team for daily responsibilities
Oversee the escalation process, including tracking, logging, and ensuring timely follow-up on calls
Maintain and expand department documentation to improve service and knowledge retention
Responsible for Point of Sale Support team performance management
Train team members and troubleshooting issues related to EDI communications with members and POS vendors
Cultivate a foundational understanding of each member-compliant POS system
Resolve transmission issues associated with member data in POS systems
Develop general training materials and procedural documentation for members
Provide member education at markets, member training programs, and through learning management system
Extract, review, and offer data-driven recommendations for improving POS data
Special Projects assigned by the Store Operations & Conversions Manager
Education and Experience:
Bachelor's Degree (preferred) or equivalent combination of education and related experience
2+ years technical support experience preferred
Knowledge of help desk ticketing software (Zendesk) is a plus
Knowledge of retail hardware point of sale systems (specifically Epicor) is a plus
Skills and Abilities:
Strong communication skills both written and verbal
Patient and calm demeanor
Organized and detailed
Ability to independently problem solve
Ability to understand databases and analyze data from queries
Can quickly ‘change gears’ to respond to changes in priorities
Ability to juggle multiple issues and prioritize for urgency
Ability to create and maintain written documentation
Benefits available to you:
Full insurance benefits package including Medical, Dental, & Vision
Paid time off to foster work/life balance
Profit sharing
Bonus Pay opportunities
Retirement funding opportunities
Education reimbursement
Health club reimbursement
Career advancement opportunities
About Do it Best: We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams. Culture: Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role. Our Philosophy: Serving others as we would like to be served Our Mission: Making the best even better Our Goal: Helping members grow and achieve their dreams