Customization Coordinator

Date:  Nov 16, 2023

Indianapolis, IN, US, 46278

Store # - Mall Name:  Corporate Office

About Our Company

For nearly 25 years, Lids has been the leading headwear and sports apparel retailer in North America, selling officially licensed product from professional sports leagues and headwear from today’s hottest athletic and fashion brands. We’ve done it through years of hard work, learning from our successes and failures, living at the intersection of fan and fashion, and staying true to our core values. 

If you have a passion for sports, enjoy a fast-paced environment and ever-changing fashion trends, then perhaps this is the place for you. We’re always looking for our next big playmaker, so if you’re ready to lend your expertise to a like-minded company that’s exciting, fun and shares your passions, we want to hear from you. 

General Position Summary

Assist Field Personnel with the maintenance and upkeep of their customization and related equipment, software, supplies and parts. Minimize store machine downtime through phone support, vendor and technician communication, preventative maintenance, and training of Field Personnel on customization maintenance topics. 

Principle Duties and Responsibilities

1. Receives all initial calls from Customization Support Hotline regarding any customization concept machines, software, equipment, parts and supplies. 
2. Assist store personnel with diagnosing and troubleshooting customization machines, software, and equipment or supply issues. 
3. Utilize store personnel to assist with minor machine, software or customization equipment adjustments in an effort to minimize downtime in the most cost-effective manner. Reinforce use of the Training Manual to ensure complete understanding by store personnel with regards to troubleshooting and all customization support topics. 
4. Utilizes the Track-It program to document, organize, prioritize, and update tickets submitted by the Helpdesk relating to customization issues or requests from the field or office 
5. Communicate with vendors and other technicians/resources when escalation is necessary to complete advanced diagnostic/repair beyond our scope of expertise. 
6. Approve and coordinate technician visits and parts delivery (non-inventoried parts) with appropriate follow up, when all other internal resources have been exhausted (CCT, local expert). 
7. Manages (send out, maintain, order, refurbish, and replenish) LIDS Customization Parts Depot 
8. Issue and maintain PO system to ensure timely payment of approved orders and services to our vendors/technicians. 

9. Proactively communicate with stores to ensure good working equipment (3% Call for example) 
10. Perform periodic scheduled Preventative Maintenance Sweeps within markets to “tune-up” machines and teach basic maintenance and upkeep to store personnel. 
11. Provide documented summaries/recaps for all down stores and service updates, PM trips, and any other information that should be communicated with regards to the support aspect of our customization business. 
12. As needed, travel to stores to perform an adjustment, repair, or replace a part if necessary, to ensure minimal downtime, as well as relocating equipment as needed. 
13. Analyze trends in errors, codes and machine malfunction, and recommend solutions 
14. Periodic review of training materials to ensure accuracy and completeness 
15. Travel/train with CCT’s as needed on the topics of advanced maintenance and troubleshooting 

Additional Principal Duties and Responsibilities

16. Assess aged machine status, and recommend replacement to supervisor as needed 
17. Assist with the identification and development of key Store Managers in the field to assist with more advanced repairs, as well as potential CSC candidates. 
18. Communicate effectively with all levels and departments of the company to share information, network ideas, and further develop the customization program. 
19. Assist in the implementation of a variety of new concepts. 
20. Assist in the networking of communication, best practices, and developments throughout the Retail Customization Team as well as our vendors and other resources. 
21. Extensive travel from state-to-state (up to 75%) as needed to meet the demands of the business. 
22. Support and adhere to all company and departmental policies, procedures, and guidelines. 
23. Complete all administrative responsibilities required by the department in a timely manner. 
24. Ability to work varying days and hours, based on business needs. 
25. Ability to maintain an excellent attendance record. 
26. Other duties as assigned. 

Job Required Knowledge & Skills

1. Four-year degree in business/related field and one year relevant experience; or two year degree in a related field and two years of relevant experience; or three years of relevant experience. 
2. Demonstrated ability to perform independently with minimal supervision. 
3. Strong interpersonal skills and the ability to communicate verbally in a clear, audible, and grammatically correct manner. 
4. Strong understanding about retail store operations and customization machine operations and techniques. 
5. Ability to effectively communicate with store personnel regarding customization equipment or software issues, and effectively troubleshoot and assist field with repairs. 
6. Proven operational knowledge of customization equipment and the affiliated software programs. 
7. Ability to operate a computer and utilize business software programs. 
8. Ability to analyze customization repair trends and make suggestions on changes to meet or exceed business needs. 
9. Travel required for up to 75% of the yearly work schedule as needed to meet the demands of the business. Standing required for up to 90% of the daily work schedule. 
10. Possess a current valid driver’s license, certificate of insurance, and the ability to drive an automobile throughout entirety of employment. 
11. Ability and willingness to travel overnight for training education and/or business meetings. 

Reports To

Customization Support Supervisor


EEO Statement:
Hat World, Inc., Lids Holdings, Inc., dba Lids and subsidiaries is an Equal Opportunity Employer and is committed to complying with all federal, state, and local EEO laws. Hat World, Inc., prohibits discrimination against employees and applicants for employment based on the individual's race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other protected characteristic or class protected by law. Hat World, Inc. provides reasonable accommodation for disabilities in accordance with applicable laws.

Notice to Applicants:
In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future contract positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Need accessibility assistance to apply?
Applicants who require accessibility assistance to submit an employment application, please email us at A member of our Talent team will respond as soon as reasonably possible. This email address and is only for individuals seeking accommodation when applying for a career at Lids.

Req ID: 16196 

Location: Corporate Office 

Nearest Major Market: Indianapolis