Senior Analyst Technical Product Support

at  Stanley Black Decker

WHAT LEADERSHIP CAPABILITIES ARE NEEDED?

• Team management
• Strategy development
• Presentation & communication
• Delegation
• Technical decision making
• Technical design management
• Priority management
• Customer and vendor relationship management

WHAT IS THE MINIMUM REQUIRED EXPERIENCE?

• 2 years in related fields such as systems administration, IT project management, technical support, software development, and database administration. Experience in the Customer Service Field is preferred.

WHAT IS THE MINIMUM EDUCATION REQUIREMENT?

Bachelor’s degree in computer science, engineering, or a related technical.
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WHO WE ARE

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn’t stopped us from evolving into a vibrant, diverse, global growth company.

WHAT DOES THE DAY-TO-DAY LOOK LIKE FOR THIS ROLE?

• Review technical issues and investigate and assign the proper resources accordingly.
• Review workflows and processes for improvement opportunities.
• Works with SBD IT to enhance platforms, develop robotic process automation (RPA) to support customer service, and resolve any defects that cannot be managed in-house.
• Perform and record testing on new features or defects.
• Maintain technical documentation.
• Provide technical guidance and support on the development or troubleshooting of systems.
• Leads development of connections with telecom vendors.
• Leads development of connections with conversational AI vendors.
• Review report requests via Google Forms & Jira and assign them to proper team members.

WHAT ARE THE MAIN RESPONSIBILITIES?

• Design, implement, and maintain technical systems and platforms i.e. Zendesk CRM, SAP integrations, Five9 administration, RPA, Google Analytics, and all the apps integrated with our CX Tech Stack.
• Design new systems and identify technical improvements.
• Track systems performance and return on investment.
• Automate customer service processes including recall & rebates.
• Expand Artificial Intelligence capability within customer service.
• Technical vendor management.
• Ensure customer service remains compliant with data governance, privacy, and other technical legal requirements.

WHAT SKILLS/CAPABILITIES ARE NEEDED TO PERFORM THIS ROLE?

• Technical configuration in various programming languages/concepts
• Collaboration with a variety of functions
• Quality control
• Project Management
• Vendor relationship management
• Data analysis / data modeling
• Web APIs
• Web design
• Cloud technology management
• Systems analysis and design
• CRM system knowledge
• Oral and written communication skills
• Basic finance acumen to understand quotes, contract negotiations, etc.
• Communications configurations i.e. DID
• Network experience such as SaaS, TCP, IP, etc.
• Automation software experience

IS THERE ANY SPECIFIC PREVIOUS KNOWLEDGE/EXPERIENCE NEEDED FOR THIS ROLE?

• Zendesk, SAP order management, CRMs, Call center technology, Softphones, MS Office, Project planning tools (i.e. Jira, Microsoft project, Smartsheet, etc.), Five9, PowerBi, Power Automate

PURPOSE-DRIVEN COMPANY:

You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices