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Job Title: Tech Center Expert Reports to: Sales Manager or (General Manager in LCOM store)
Position Summary : The Tech Center Expert is responsible for leading and maintaining an Inspired Selling culture in the EasyTech department that is committed to offering every customer a total solution for his/her tech needs. The Tech Center Expert is responsible for ensuring the EasyTech department achieves key metrics, including profitable sales and margin, and customer satisfaction (including TSat). In addition, the Tech Center Expert is expected to lead, coach and mentor the Certified Techs on how to position and drive sales, including selling the value and benefits of our services . An important focus of this role is to grow our EasyTech business both in the store as well as on- site. The Tech Center Expert must have technical skills and knowledge and will be required to repair computers as well as perform technical and system diagnostics and upgrades as needed.
Position Responsibilities :
- Leadership: Runs an efficient and effective sales operation through effective team work and leadership. Partners with Sales Manager or (GM in LCOM store)on Staples Technology programs as needed. Communicates regularly with Technology team, store managers and the rest of the store (i.e., Copy & Print Expert) in order to grow book of business.
- People: Assists SM or GM (in LCOM) with hiring, training, coaching, developing other Certified Techs. Peer coaches Certified Techs on how to position and sell services. Encourages and models accountability for exceeding customer and sales expectations.
- Selling: Champions Technology selling programs; Exhibits Staples Selling behaviors in all interactions and communications with customers, associates and management and coaches team of associates to do the same; Achieve all sales & Technology satisfaction goals. Respond and resolve customer requests and concerns.
- Operations: Responsible for ensuring all operational policies and processes are followed (i.e., PC Intake through pickup process). When possible, delegates operational tasks to Certified Techs. Active in technology department associate scheduling process. Stays current on new technologies, products and services.
Essential Skills and Experience :
Managing Execution : Strives for high quality from intake through completion of services provided. Aligns own work plan with core plans and processes of the department; Holds people accountable for achieving goals and conveys clear expectations
Analysis: Actively listens and asks probing questions to collect sufficient information to understand problems/issues. Adept at recognizing a wide range of symptoms and solutions to address the identified problem.
Engage & Inspire: Is a team player; Inspires and leads entire team to work together to strive for excellence and reach identified goals. Recognizes and rewards team members for great work.
Developing Others and Team Capabilities : Provides training, coaching, feedback and guidance to enhance individual and team behavior and skill development. Projects a positive image and serves as a role model for others.
Build Relationships : Demonstrates a genuine interest in people, their business and their technology needs. Creates and c ultivates a network of relationships with people across a variety of functions and locations within Staples.
Drive for Results : Is accountable for Tech Services Sales, Margin and TSAT . P uts in sustained effort to accomplish desired results. Experience and interest in using reports and metrics to shape vision, goals/objectives.
Adaptability : Flexible and adaptable to change current path based on customer need or new process/system. Remains calm/reasonable amidst tense/stressful situations
Leveraging Diversity: Works cooperatively with people who have different backgrounds, knowledge, styles, talents, perspectives, values and beliefs.
Technical Ability: The Tech Center Expert will be required to pass the Staples Technical Certification process as well as the COT Tech Assessment before working on customers’ PCs and networks .
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