Automated Retail Technical Operations Engineer

Get to know The Pokémon Company International

The Pokémon Company International manages the Pokémon property outside of Asia and is responsible for brand management, licensing and marketing, the Pokémon Trading Card Game, the animated TV series, home entertainment, and the official Pokémon website. Pokémon was launched in Japan in 1996 and today is one of the most popular children's entertainment properties in the world.

Learn more online at corporate.pokemon.com and pokemon.com.

Get to know the role

• Job Title: Automated Retail Technical Operations Engineer
• Job Summary: As an Automated Retail Technical Operations Engineer, you will be a key player in ensuring the seamless operation of our vending machine network. Leveraging your extensive experience in support operations and automated retail, you will provide expert-level remote troubleshooting, diagnostics, and technical guidance. You will collaborate closely with field technicians, merchandisers, and our various vendors to resolve complex issues. This position requires someone with the ability to analyze machine performance data and drive continuous improvement throughout our support processes.
• FLSA Classification (US Only): Exempt
• People Manager: No

What you'll do

Data Analysis & Insights

• Collect, analyze, and interpret machine performance data to uncover trends, root causes, and opportunities for proactive maintenance and innovation

System Integration & Optimization

• Support the integration and continuous improvement of key systems (e.g., Salesforce CRM, 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 impact service

Process Optimization

• Identify and implement improvements, automation opportunities, and efficiency gains within the support function
• Develop and maintain comprehensive documentation and training materials to empower the support team and field technicians

Kiosk Network Health & Troubleshooting

• Monitor and maintain the performance of our nationwide kiosk network
• Lead remote diagnostics and resolution of complex technical issues to minimize downtime and maximize customer satisfaction

Advanced Ticket Management

• Manage escalated and complex support tickets with a focus on resolution speed and technical accuracy

Vendor Collaboration

• Partner with software and field vendors to resolve complex issues and advocate for product enhancements

What you'll bring

• Five (5) to seven (7) years of relevant professional experience or a demonstrated equivalent level of expertise preferably within the automated retail, vending machine industry, or technology-based company.
• In-depth knowledge of vending machine technology, hardware, software, and networking such as UPS, switches, hubs, etc.
• Strong data analysis and reporting skills using tools like Power BI or Tableau.
• Proven track record of working effectively on cross-functional teams and collaborating with vendors.
• Advanced proficiency in using 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.
• Experience with process automation and scripting is a plus.

Base Salary Range

For this role, new hires generally start between $95,000.00 - $127,000.00. The full range is $95,000.00 - $172,000.00 per year. This range is applicable for the labor market where the role is intended to be hired. The final base salary is directly related to the candidate's qualifications and professional experience uniquely.

#LI-JL1 #LI-Hybrid

How you'll be successful

• Passion for Pokémon: Develops an understanding of the Pokémon brand, the impact it has on our people, culture, business, fans, and communities, and applying that knowledge and passion to everything you do.
• Challenging the Expected: Approaches challenges with curiosity and creativity, embracing the possibility of failure as an opportunity to learn something new, develop innovative ideas, solve complex problems and identify unique opportunities.
• Integrity and Respect: Demonstrates integrity and respect by leading with empathy, listening to others, seeking out different perspectives, and taking personal responsibility for decisions, actions, and results.
• Dedicated to Quality: Takes ownership to maintain and promote high standards, looks for new ways to learn and improve, and embraces a growth mindset to seek and apply feedback from others in an effort to continuously improve.
• Building Relationships: Develops and strengthens relationships, adopting a "team first" mentality and working collaboratively to solve problems and meet shared goals.
• Delighting Customers: Listens and understands the interests and needs of our customers and stakeholders, making them feel heard and important, and embracing these learnings to continue delivering a unique Pokémon experience.

What to expect

• An innovative culture driven by impact, delivering meaningful outcomes.
• Company events that celebrate the spirit of Pokémon.
• Competitive cash-based compensation programs.
• 100% employer-paid healthcare premiums for you.
• Generous paid family leave.
• Employer-paid life insurance.
• Employer-paid long and short-term income protection insurance.
• US Employees: 401k Employer Matching.
• UK/IRE/MX Employees: Pension Employer Contributions.
• Fitness reimbursement.
• Commuter benefit.
• LinkedIn learning.
• Comprehensive relocation package for certain roles.
• Hybrid work environment.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this role. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. For roles in the United Kingdom, candidates will need the right to work.

In some cases, and for some roles, the Company may be able to arrange a visa. For roles in Ireland, this role requires candidates to have the right to live and work in the Republic of Ireland. However, we welcome applications from all nationalities and may consider supporting an employment permit application, in appropriate and suitable cases.