Position Purpose:

The Technology Field Captain (TFC) oversees all on site technology solutions, installations, and support for retail and non-retail facilities. They maintain and support The Home Depot's technical infrastructure that includes physical layer (electrical data), network, hardware, and system software components. Major part of job requires effective time management and planning to ensure sites are visited and maintained on a regular cadence. They deliver quality work while maintaining schedules; this is a role with high demand and visibility. As the on-site Technology Team Representative, the TFC is empowered to make immediate and long-range site-based technology decisions and engage and direct all technology partners, leadership, and other appropriate teams. The Technology Field Captain works in close partnership with all THD teams supporting existing, new facilities, (Retail and Non-Retail) Remodels, and Capital projects. The Technology Field Captain typically supports 6-14 sites within a 25-150-mile radius or as assigned. The TFC's primary functions are:
-Plan and monitor technology solution and infrastructure changes/additions
-Identify, plan, and execute appropriate site technology training
-Direct implementation of all technology infrastructure components
-Resolve escalations from leadership and technology partners
-Resolve and direct restoration of all technology infrastructure components
-Communicate with sites and technology partners on technology solutions and upcoming projects
The TFCs are Subject Matter Experts (SME) on the technology infrastructure and have a strong knowledge of both the user systems and site operations. Typically reports to the Technology Field Captain Manager.

Key Responsibilities:10% Administration & Operations - Documents all pertinent Site information including nature of problem in Service Now Records, tracks, and documents the problem-solving process for each ticket Completes daily recap to site management along with personal daily blog Completes weekly recap of top pain points for management10% Learning - Identifies areas for further technology training and coaching for site associates, self, and teammates Contributes/Produces in-house documentation around solutions and collaborates with end users, peers, site management, and learning team Contributes/Produces additional content for knowledge base articles and training classes for Site Associates and Support Center. Engages in knowledge management practices reviewing, updating, retiring KB articles as well Participates in and contributes to learning activities presented to team Collaborates with other team members and actively shares and exchanges information As assigned views articles, tutorials, and videos to learn about new technologies and best practices being used within other technology organizations10% Manage Relationships with Internal & External Customers - Builds strong relationships with both site associates and local area leadership to identify technology issues and provide information on upcoming deployments, etc. Actively listens and applies advanced conflict resolution skills when necessary to remediate escalated issues Maintains relationships with support vendors Monitors, directs, and audits all work performed by these vendors, and determines whether to stop any work in progress and pursue alternate means to complete the work correctly. Periodically evaluates vendors & trades on timeliness, quality of work, and compliance with Home Depot standards30% Planning & Project Management - Plans individual site visit schedule based on current needs, with goal to visit each site on scheduled cadence to identify issues and maintain face to face relationships. Maintain first-hand knowledge of the overall status of site technology. While onsite, evaluate hardware components, and direct or execute repair or replacement with appropriate solutions and methods to ensure operational stability Manages project deployments for sites, including: communication with sites to determine schedule and site personnel availability, pre-site surveys to determine readiness of physical infrastructure (includes: data, power, port availability and space requirements), receipt and verification of components, education and/or direction of trades or specialty vendors, coordination with other operational teams on site as part of the deployments, configuration and installation of solutions, ensuring proper disposal of obsolete components, and post installation audits/remediation40% problem Solving - Monitors technology issues in all sites within their area of responsibility. Evaluate reported incidents, including short- and long-term impacts and the potential impact of restoration efforts. Determine appropriate response to incidents, including choosing solution strategy from various possible courses of action and revising installation, deployment, and other schedules of vendors and site personnel, either independently or in consultation with other TFCs, TFC leadership, technology partners. Engage specialty vendors to resolve issues based on specific circumstances and competing priorities
Direct Manager/Direct Reports:This Position typically reports to Technology Field Captain Manager or Sr. ManagerThis Position has 0 Direct Reports
Travel Requirements:Typically requires overnight travel 5% to 20% of the time.
Physical Requirements:Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.
Working Conditions:Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:Must be eighteen years of age or older.Must be legally permitted to work in the United States.Typically requires overnight travel 10% of the time.Requires daily non-overnight travel up to 100% of the time.Must have reliable transportation.Most of the time is spent walking Facilities (Stores/DCs/Offices) with opportunity to sit throughout the day.TFC will be required to lift and carry items typically weighing more than 20 pounds.TFC will be required to occasionally work at heights greater than 20 feet in stores and 40 feet in non-retail facilities. Typical work requires operation of store electric ladder, order picker, and rented scissor lift. Boom lift operation is also required on rare occasion.Certain situations will require the use of extension and A-Frame ladders. Occasional work requires you to be outdoors. Any unpleasant conditions would be infrequent and not objectionableNight and weekend work is required as part of some projects, disaster, and facility specific emergencies
Preferred Qualifications:Typically, 2+ years of THD Store, Site, or relevant work experienceProfessional experience working as Store or Site Operations Manager, Store or Site Supervisor, or operational experience; exposure to and interested in learning - Store and Site Technology HardwareProfessional or educational experience as an Infrastructure Engineer, Network Engineer, or Security Engineer; exposure to and interest in growing in the other Technology Field Captaining disciplinesPhysical Layer experience with copper and fiber, pulling, terminating, troubleshooting, and testingCCTV experience installation and testing cameras and supporting devicesInterest in working as part of a collaborative, cross-functional, modern field teamExperience in installing, upgrading, and troubleshooting Store/Site Technology HardwareExperience with basic infrastructure, network, database, or security troubleshooting and remediationExperience installing and upgrading applicationsExperience monitoring the operational status and performance of systems, networks, or databasesKnowledge of basic operating system commands and utilities as well as scriptingExperience in CRM or standard help desk ticketing systems and remote monitoring and management softwareExperience contributing to and developing content for a knowledge database and team training documentationExperience in Microsoft Office and standard applicationsExperience supporting a retail or 24x7 operation
Minimum Education:The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:No additional education
Minimum Years of Work Experience:1
Preferred Years of Work Experience:No additional years of experience
Minimum Leadership Experience:None
Preferred Leadership Experience:None
Certifications:None
Competencies:Being ResilientDecision QualityGlobal PerspectiveManages AmbiguityNimble LearningSelf-DevelopmentCultivates InnovationSituational AdaptabilityCommunicates EffectivelyCustomer FocusDrives ResultsInterpersonal SavvyManages ConflictResourcefulness