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The Pokémon Company

Licenses IP for games, cards, media

Automated Retail Technical Operations Engineer

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeRedmond, WA, USA$95k - $172k /yr

About the Job

Requirements

  • Five to seven years of relevant professional experience, or a demonstrated equivalent level of expertise, preferably within automated retail, the vending machine industry, or a technology-based company.
  • In-depth knowledge of vending machine technology, hardware, software, and networking, including uninterruptible power supplies, switches, and hubs.
  • Strong data analysis and reporting skills using tools such as Power BI or Tableau.
  • A proven track record of working effectively on cross-functional teams and collaborating with vendors.
  • Advanced proficiency in remote diagnostic and troubleshooting tools.
  • Experience with Microsoft Azure environments, Windows domains, and Intune remote PC configuration and management to create solutions and streamline processes.

Responsibilities

  • Collect, analyze, and interpret machine performance data to uncover trends, root causes, and opportunities for proactive maintenance and innovation.
  • Support the integration and continuous improvement of key systems, including Salesforce CRM and Kiosk 360.
  • Enhance data flow, user experience, and operational efficiency across platforms.
  • Implement and refine proactive monitoring strategies to identify and address potential machine problems before they affect service.
  • Identify and implement improvements, automation opportunities, and efficiency gains within the support function.
  • Develop and maintain comprehensive documentation and training materials for the support team and field technicians.
  • Monitor and maintain the performance of the nationwide kiosk network.
  • Lead remote diagnostics and resolve complex technical issues to minimize downtime and maximize customer satisfaction.
  • Manage escalated and complex support tickets, focusing on resolution speed and technical accuracy.
  • Partner with software and field vendors to resolve complex issues and advocate for product enhancements.

Desired Qualifications

  • Experience with process automation and scripting is a plus.

About the Company

The Pokémon Company

Licenses IP for games, cards, media

The Pokémon Company manages and licenses the Pokémon intellectual property across games, media, and merchandise, coordinating branding for Nintendo, Game Freak, and Creatures. Its products include video games, the Pokémon Trading Card Game, animated TV series and films, a wide range of merchandise, and the augmented reality mobile game Pokémon GO, which uses GPS and in-app purchases. Its cross-media approach and centralized control over the IP let it offer a consistent ecosystem of licensed products and fan events, different from rivals that focus on a single format. Its goal is to grow and sustain the Pokémon brand by delivering entertaining experiences, expanding licensing partnerships, and engaging fans worldwide through continual releases and events.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Japan
Founded
1998

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