Stanley Black and Decker Jobs

What does the day-to-day look like for this role?

• Review technical issues and investigate and assign the proper resources accordingly.

• Review workflows and processes for improvement opportunities.

• Works with SBD IT to enhance platforms, develop robotic process automation (RPA) to support customer service, and resolve any defects that cannot be managed in-house.

• Perform and record testing on new features or defects.

• Maintain technical documentation.

• Provide technical guidance and support on the development or troubleshooting of systems.

• Leads development of connections with telecom vendors.

• Leads development of connections with conversational AI vendors.

• Review report requests via Google Forms & Jira and assign them to proper team members.

What are the main responsibilities?

• Design, implement, and maintain technical systems and platforms i.e. Zendesk CRM, SAP integrations, Five9 administration, RPA, Google Analytics, and all the apps integrated with our CX Tech Stack.

• Design new systems and identify technical improvements.

• Track systems performance and return on investment.

• Automate customer service processes including recall & rebates.

• Expand Artificial Intelligence capability within customer service.

• Technical vendor management.

• Ensure customer service remains compliant with data governance, privacy, and other technical legal requirements.

What skills/capabilities are needed to perform this role?

• Technical configuration in various programming languages/concepts

• Collaboration with a variety of functions

• Quality control

• Project Management

• Vendor relationship management

• Data analysis / data modeling

• Web APIs

• Web design

• Cloud technology management

• Systems analysis and design

• CRM system knowledge

• Oral and written communication skills

• Basic finance acumen to understand quotes, contract negotiations, etc.

• Communications configurations i.e. DID

• Network experience such as SaaS, TCP, IP, etc.

• Automation software experience

What leadership capabilities are needed?

• Team management

• Strategy development

• Presentation & communication

• Delegation

• Technical decision making

• Technical design management

• Priority management

• Customer and vendor relationship management

What is the minimum required experience?

• 2 years in related fields such as systems administration, IT project management, technical support, software development, and database administration. Experience in the Customer Service Field is preferred.

What is the minimum education requirement?

• Bachelor’s degree in computer science, engineering, or a related technical.

Is there any specific previous knowledge/experience needed for this role?

• Zendesk, SAP order management, CRMs, Call center technology, Softphones, MS Office, Project planning tools (i.e. Jira, Microsoft project, Smartsheet, etc.), Five9, PowerBi, Power Automate

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 58,000 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Global Benefits & Perks

You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:

Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:

We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:

You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.

For the builders and protectors, for the makers and explorers, for those shaping and reshaping our world through hard work and inspiration, Stanley Black & Decker provides the tools and innovative solutions you can trust to get the job done—and we have since 1843.

Don't see the dream job you are looking for? Drop off your contact information and resume and we will reach out to you if we find the perfect fit!

If you are a current employee, please navigate to the internal career site to apply.