Retail Systems Administrator

This position can be in Tampa or Tallahassee

POSITION SUMMARY

The IT Sales Systems Specialist will provide technical support to end users in Manufacturing, Delivery Centers, and Retail Store locations. The IT Sales Systems Specialist is part of the company’s technology services department and reports directly to the Retail Systems Administrator. This individual will be physically located within the Manufacturing Department providing day to day support to that group in their use of the Cultivation and Manufacturing system along with other technology. In addition, this Individual will support the Retail Systems Administrator and other IT Department Associates in the implementation/deployment, training, and support of Users of the Point of Sale systems utilized at the company’s Delivery Centers and Retail locations. Initially, and for approximately 4-6 weeks, this position will be located in Tallahassee, Florida. It will transition to Tampa, Florida during the Fall of 2018. This position requires some travel. Must be able to occasionally work weekends, nights, and holidays.

CONTEXT

Surterra is pioneering North America’s newest industry. Our environment is fast-paced and innovative. We utilize the latest technological advances to ensure that we provide the most cutting-edge applications to both our internal and external partners as well as our patients. These applications enhance the way we do business internally and externally. Because we are forging a new frontier in the face of federal illegality, many of the best industry-standard or “off the shelf” solutions have not been available to us. Similarly, there is no best-practices guidebook for our industry to follow and we must be inventive and lead the industry by creating and constantly evolving cannabis industry best practices. Our workflows are unique and much of our system stack is comprised of custom purpose-built software designed to be friendly for end users and tie directly in to our ERP, CRM, and order management systems. System & data integrity, reporting, and proper controls are critical components to maintaining financial compliance and maintaining regulatory compliance with local, state, and federal entities. Ensuring proper systems management and controls, measuring and driving efficiencies, improving logistics, and smart automation are concepts that should make this candidate salivate. Additionally, we are building multiple facilities including new facility types and expanding our lines of business to support customer demand and growth.

CORE JOB DUTIES AND RESPONSIBILITIES

• Provide first/second level contact and problem resolution for Manufacturing personnel
• Provide first line support for all processes involved in the movement of products from manufacturing to store and delivery locations
• Provide timely communication on issue status and resolution
• Provide reporting, as needed, for internal and external stakeholders
• Other functions as directed by management.
• Track issues and software bugs in the various inventory systems and follow through to resolution.
• Continually update and improve our documentation of a customer environment.
• Continuously improve upon technical skills sets within assigned areas of expertise
• Continuously improve upon soft skill sets required to deliver outstanding customer service
• Work on assigned projects
• Research and contribute technical information to the knowledgebase
• Provide onsite training of Manufacturing and Retail staff
• Create User Guides for retail systems, processes, and workflows to be used by Manufacturing and Retail employees as well as Technology Services support staff
• Assist with testing and deploying new release candidate versions of manufacturing and retail systems updates, upgrades and migrations to any potential new software system
• Assist with provisioning, controlling, and monitoring user access to retail systems
• Assist with the development and maintenance of training materials, reference guides, work instructions, and/or policies and procedures to ensure successful knowledge transfer and mastery of concepts and processes
• Performs other duties as assigned

JOB SKILLS AND REQUIREMENTS

• Required experience: Bachelor’s degree; or two years of related IT experience and/or training; or equivalent combination of education and experience
• Understanding of Mac OS, Windows OS, and iOS
• Office 365 applications (Outlook, Word, Excel, PowerPoint)
• Computer hardware support:
• Troubleshoot issues with Desktops, Laptops, Tablets, and Smartphones
• Other peripherals and USB devices
• Printer support:
• Setup/install local, wireless, and network printers
• Troubleshoot hardware printer issues
• Mobile devices support:
• Setup and troubleshoot issue with Smartphones, iPhone, iPads, Tablets, etc.
• Install and troubleshoot broadband wireless devices and software
• Network support:
• Understanding of a domain/corporate IT environment including PC/Laptop setup
• Basic knowledge of network technologies (LAN, WAN, wireless)
• Asset management support
• Work closely across business units to understand all systems.
• Ability to adapt to change
• Strong troubleshooting skills
• Be an independent and fast learner
• Be extremely detail-oriented
• Think out of the box to suggest innovative ideas for process improvement
• Be able to drive through road-blocks
• Be able to communicate in an efficient and effective manner
• Deal with ambiguity and thrive in a fast-paced business environment
• Think out of the box to suggest innovative ideas for process improvement
• Ability to develop a good working relationship with all levels of management
• Ability to make decisions, while under stress, that provides for the safety and security of the Surterra associates, visitors, data, and assets
• Complex problem solving and proven sound decision making
• Must be highly organized and have excellent oral and written communication skills
• High degree of proficiency with Microsoft Office products and database applications
• Be a dependable team player with strong business acuity, enthusiasm and a positive attitude
• Have demonstrated ability to manage change and conflict effectively
• Be adept at managing crises; provide front-line leadership in coordinating responses to a myriad of crisis situations
• Ability to grasp technical concepts quickly, problem solve in real-time, and be able to adapt to changing environments
• Working knowledge of established retail practices and delivery of services within a business environment

PHYSICAL REQUIREMENTS

• Must be able to remain in a stationary position 75% of the time.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery
• The person in this position frequently communicates with other employees/customers. Must be able to exchange accurate information in these situations.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

SURTERRA CORE QUALITIES

Be Ethical - Do everything with impeccable integrity. Be radically transparent, fair and honest with each other. Do what you say you are going to do. Be trustworthy. Avoid deceit, favoritism and discrimination. Hold people accountable without emotion. Comply with regulations. Integrity is a pass/fail quality; you must have it to work with us.

Be a Champion - Always work in the best interest of the patient and the brand. Empower our patients to find their wellness. Support their doctors’ recommendations with respect. Be a constant learner in support of patients’ need for information. Partner with patients to make the best choices for their well-being. Fight for their rights to do so.

Be Bold - Be curious, creative and an exemplar of the Surterra brand in all your interactions. Be bold and innovative. Dream big, take chances. Investigate and learn with every challenge. Think three steps ahead and make a plan. Set the strategy and execute against it. Speed counts.

Be United - Build strong interpersonal relationships based on trust and respect. Create an inclusive environment where all voices are heard. Listen objectively to opposing views. Be diplomatic in response to adversity. Always assume good intentions. Build consensus among competing ideas and personalities. Be a strong teammate. Show compassion to everyone.

Be Efficient - Employ a systematic approach to achieve objectives. Simplify complex and time-consuming activities into simple, efficient actions. Automate processes wherever possible. Teach others how to operate within a process. Never confuse motion for progress.

Be Well - Organize and operate within a complex and chaotic environment. Remain calm, poised and effective in stressful situations. Accept the inevitability of changing priorities and redirect as needed. Think on your feet. Be resilient and show grit in the face of challenges. Avoid taking offense and never be defensive. Maintain a healthy lifestyle and psychological hardiness. Set your boundaries and respect the boundaries of others. Lead by example from the front.

Be Wise - Discern what is appropriate, practical and realistic in any given situation. Weigh the advantages of competing demands in a regulated industry. Make decisions that are a win-win for patients and the business. Say no to good ideas in favor of the best ideas. Remain open to new information and adapt accordingly. Use good judgment on appropriate use of limited resources.

Be Articulate - Show up with confidence. Communicate with enthusiasm. Speak and write in a concise, grammatically correct, precise and persuasive manner. Convey nuances of meaning accurately. Match styles of communication to each audience and purpose. Demonstrate executive presence with confidence, decisiveness, dignity and poise.