Retail Systems Specialist

Retail Systems Specialist

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.

10 Core Qualities of a Surterra Employee

Patient Advocate – Increase the value and happiness delivered to our patients with every decision you make; break down barriers to patient access; advocate for legal and regulatory reform; educate everyone you meet and prioritize patients above yourself

Brand Ambassador – Recognize reputation is our most valuable asset; be a public and private exemplar of the Surterra brand, Mission & Vision; seek out new talent; seek new patients in every interaction; create Brand Ambassadors in every person you meet

Politically Astute – Build strong interpersonal relationships based on trust and respect; be diplomatic in response to adversity; build consensus among competing ideas and personalities; formulate creative solutions to complex and unanticipated circumstances

Process Oriented – Create and automate scalable processes; employ a systematic approach to achieve objectives; simplify complex and time-consuming activities into simple, efficient actions; teach others how to operate within a process

Composure – Organize and operate within a complex and chaotic environment; remain calm, poised and effective in stressful situations; think on your feet; maintain a healthy lifestyle and psychological hardiness

Good Judgment – Discern what is appropriate, practical and realistic in a given situation; weigh the merits of competing demands in a regulated industry; make decisions that are a win-win for patients and the brand

Initiative & Leadership – Recognize and assume responsibility for work that needs to be done; motivate a team to persist in completion of a task; influence a group’s activity, direction or opinion to achieve patient and brand objectives

Planning & Organizing – Create order out of chaos; prioritize and order tasks effectively; use Good Judgment on appropriate uses of limited resources

Extraordinary Communication Skills – 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

Impeccable Integrity – Be fair and honest; avoid deceit, favoritism and discrimination; always work in the best interest of the patient and the brand; integrity is a pass/fail quality; you either have integrity or you do not work with us