1+ months

STAFF PRODUCT SUPPORT SPEC - John Crowder

Virtual, USA 00000
JobTitle: STAFF PRODUCT SUPPORT SPEC - John Crowder
Job ID: 401986_en-us
Salary Range: null- null
Job Category: Technology
Employment type: Full Time

Position Description:
Position Purpose:
The vendor Manager (Staff Support Specialist) is responsible for third-party partners providing services and products to Home Depot.

Responsibilities include: Contract Management(negotiate, execute and maintain agreements), Finance Management (annualized budgeting and subsequent management of financial plan on a monthly, quarterly and annual basis), Procurement of Services and Products (inclusive of timely ordering and receipt of product / implementation of services),  Inventory Management (maintain stocking levels proactively to run rates and vendor lead times procured from the vendor; maintain documentation of assets responsible), Service Delivery Management (Day 2 Support, projects & renewal assistance), Vendor Performance Management (manage vendor fulfillment of services and responsiveness to agreed service levels), Reporting (ability to produce reports for assigned responsibilities and assets to reflect service levels and values derived - including financials), Relationship Management (establish and maintain good working internal and external relationships required to perform role), Mentoring (help grow and mature skills sets of other associates), Leadership (ability to perform team lead responsibilities) and Data Analytics (leverage metrics to produce accurate reports / provide guidance).

Requirements:

  • Financials: Ability to create and manage annual budgets (year over year), maintain, forecast, and adjust on a monthly, quarterly and annual basis within a 5% variance,  manage and maintain monthly invoice/payment processes in a timely manner
  • Inventory Management:  Ability to forecast and manage inventory on a monthly, quarterly, and annual basis using trends, lead times for delivery, as well as planned deployment/deployments of new technologies, forecasted renewals, etc.
  • Relationship Management:  Ability to Identify, establish and maintain business relationships with peer teams key to service delivery, maintain relationships with customers to ensure service delivery is meeting expectation,  with Engineering teams to update budget and financial forecast and proactively identify service issues, predict product life/end of life and ensure maximum service availability, be an active part of the feedback loop from the field and vendors to peer teams/business partners, create and maintain vendor relationships, service delivery and expectations
  • Vendor Management:  Ability to manage all aspects of 3rd party partners: service delivery, SLAs, site engagements, ordering, financials (budgeting, order, invoicing, and payment), ensure and maintain compliance to Home Depot policies: financial, security, site engagement, service delivery regulations and guidelines and procurement of product, etc.
  • Contract Management:  Proficient in contract negotiations and  RFP process - ensure key contractual conditions are maintained in Home Depot's best interest, ensure tracking and timely renewal of agreements responsible, maintain copies of contacts and associated  amendments, SOWS in a common repository and readily available
  • Reporting:  Ability to provide status and request for information in a timely manner – executive ready status/summary of activities, performance reports for areas and assets you are accountable, assist with creating strategic views of key metrics to show the business value derived from services supported
  • Mentoring:  Ability to provide guidance and create documentation to peers and junior associates for responsibilities assigned
  • Leadership:  Ability to perform Team Lead duties, ensure follow-through, accuracy, prioritization, timely response, proper direction to associates (Specialist / Senior Specialist)
  • Data Analytics:  Ability to leverage tools to ingest metrics from various systems, organize data and produce meaningful reports to measure performance trends and identify, promote efficiencies to gain overall cost savings

    Soft Requirements:

    • Communications Skills:  Possess verbal, written, and presentation skills that can be applied at all levels of engagement
    • Active Listening:  Possesses the ability to capture requirements, and issues/points of concern and create an accurate representation of desired deliverables, go-forward actions, etc.
    • Influence (Decision / Facilitation / Translations):  Ability to help others make the right decision and facilitate participation in support of go-forward action
    • Technical Aptitude:  Ability to learn systems (Maximo, Tableau, SmartSheets, ServiceNow, Excel, PowerPoint, etc.) – is adaptable to emerging toolsets
    • Soft Skills:  Problem Solver, Self-Motivator, Detail Oriented, Customer Service, Team Oriented, Ability to work with 3rd Parties, Innovative Thinker
    • Situational Awareness: 
    • Knowing how, when, and what the appropriate level of input to provide based on audience/engagement, keeps leadership apprised of emerging and active situations, points of interest, and concerns
    • Motivated:  Independently take action, action-oriented, seeks to make the right things happenMajor Tasks, Responsibilities & Key Accountabilities:
      25% - Support & Enablement:
      • Participates in advanced troubleshooting and drives resolution
      • Interfaces with business stakeholders and IT teams to elicit problem details
      • Addresses technical issues both synchronously and asynchronously; escalates accordingly30% - Delivery & Execution:
        • Provides after-hours, overnight, and weekend on-call support
        • Documents, reviews and ensures that all quality and change control standards are met
        • Provides advanced support for VP level and above
        • Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate
        • Develops requirements and specifications for project and product lifecycles
        • Identifies diagnostic utilities to aid in troubleshooting
        • Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
        • Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
        • Identifies process and systems improvements that drive quality within the team
        • Acts as a role model for maintaining relationships with site leadership5% - Administration & Operations:
          • Reviews and analyzes report on call volume, quality, etc. and makes decisions accordingly
          • Evaluates documented resolutions and analyzes trends to prevent future problems40% - Learning:
            • Produces and updates content for knowledge base articles and training for the product support team
            • Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task
            • Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
            • Analyze information to determine areas for further training and coaching
            • Researches and incorporates pertinent product update information in alignment with current trendsNature and Scope:
              • Typically reports to the Product Support Manager or Sr. Manager.
              • For Colorado, Connecticut, Nevada, and New York City residents: The pay range for this position is between 60,000 and 210,000. Starting salary may vary based on a number of factors including, but not limited to, the position being offered, location, education, training, and/or experience. The Home Depot offers additional competitive financial and non-financial benefits, which may include a performance-based bonus program or a profit-sharing program depending on the position.
                Environmental Job Requirements:
                Environment:

                • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Travel:
                  • Typically requires overnight travel less than 10% of the time.

Categories

Posted: 2022-04-19 Expires: 2022-05-25

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STAFF PRODUCT SUPPORT SPEC - John Crowder

Home Depot, Inc.
Virtual, USA 00000

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