Retail Technical Support Supervisor

Location: Fort Wayne, IN Level: Salaried Division / Department: Sales & Bus Development - Point of Sale Support Reporting to position: Store Operations & Conversions Manager Travel: Minimal travel may be required if needed for Do it Best Markets, member meetings, or point of sale vendor training opportunities About the Role: The Point of Sale (POS) Support Supervisor is essential in providing leadership and guidance for point of sale technology support in our members' stores. As the supervisor, you will manage a team of eight support professionals, coordinating daily workload, assessing training needs, and ensuring the team meets established service level agreements (SLAs) and performance goals. You’ll also handle escalations, collaborating with third-party vendors and internal stakeholders to resolve complex issues. An understanding of our proprietary data files and their interaction with POS systems is critical for success in this role.

This role requires a deep understanding of the data and file structures related to items, sales, products, and orders, as well as how these elements integrate with our members’ POS systems and Do it Best internal systems. If you have any experience working in any of the following positions, we strongly encourage you to apply: IT Support Supervisor, Help Desk Lead, Retail Technology Operations, EDI or Retail Data System Coordinator. Responsibilities Include:

• Lead the team in analyzing and resolving member inquiries related to POS systems

• Monitor team performance and report on metrics to ensure department goals are met

• Provide leadership and direction to the team for daily responsibilities

• Oversee the escalation process, including tracking, logging, and ensuring timely follow-up on calls

• Maintain and expand department documentation to improve service and knowledge retention

• Responsible for Point of Sale Support team performance management

• Train team members and troubleshooting issues related to EDI communications with members and POS vendors

• Cultivate a foundational understanding of each member-compliant POS system

• Resolve transmission issues associated with member data in POS systems

• Develop general training materials and procedural documentation for members

• Provide member education at markets, member training programs, and through learning management system

• Extract, review, and offer data-driven recommendations for improving POS data

• Special Projects assigned by the Store Operations & Conversions Manager

Education and Experience:

• Bachelor's Degree (preferred) or equivalent combination of education and related experience

• 2+ years technical support experience preferred

• Knowledge of help desk ticketing software (Zendesk) is a plus

• Knowledge of retail hardware point of sale systems (specifically Epicor) is a plus

Skills and Abilities:

• Strong communication skills both written and verbal

• Patient and calm demeanor

• Organized and detailed

• Ability to independently problem solve

• Ability to understand databases and analyze data from queries

• Can quickly ‘change gears’ to respond to changes in priorities

• Ability to juggle multiple issues and prioritize for urgency

• Ability to create and maintain written documentation

Benefits available to you:

• Full insurance benefits package including Medical, Dental, & Vision

• Paid time off to foster work/life balance

• Profit sharing

• Bonus Pay opportunities

• Retirement funding opportunities

• Education reimbursement

• Health club reimbursement

• Career advancement opportunities

About Do it Best: We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams. Culture: Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role. Our Philosophy: Serving others as we would like to be served Our Mission: Making the best even better Our Goal: Helping members grow and achieve their dreams