At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference. Coaching Advise Field Representatives or staff on technology use. (e.g. able not only to advise on proper data input to PPA, but can also advise on how to leverage specific module output with clients appropriately.)
Tailor approach so that the financial representatives and impacted Network Office (NO) staff.
Demonstrate and understand the specific benefits technology offers for each unique audience who will be using the technology
Partner with, and independently develop sound recommendations to NO leadership to assist them in establishing goals. Then lead planning to ensure goals are attained and benefits realized. (e.g. increase field or recruitment productivity, capitalize on expense/revenue benefits through staff redeployment/reduction based on efficiencies gained etc.)
Maintain an informed engagement plan to drive improved use of technology to better enable NO to attain goals and related benefits within the network, district and detached offices. Performance against plan will be measured with the aid of technology adoption metrics prepared and provided by Home Office (HO).
Work with the network office resources who handle technology coordination duties.
Provide new financial representatives and/or key network office staff receive basic introduction and ongoing guidance of key technologies to support the functions of their position, the sales cycle and their individual career growth within their assigned role in the network.
Work with NO and HO leadership to ensure a consistent message to all impacted key field roles for promoting the proper use and integration of technology and proven business building benefits.
Responsible for providing both 1st and 2nd level operational productivity assistance to Field customers on computer and related hardware and software technologies. Responsible for the resolution of all Field Link computer associated problems. The Senior Field Help Desk Technician supports the Network Support Division (NSD) management with responsibilities for collecting, analyzing, interpreting, and recording of highly technical and diverse data required for both problem identification and effective maintenance of the Field's computer system. Manages proprietary software changes and the introduction of new and highly complex technologies.
(55%) Collects, interprets, and analyzes data required to identify and evaluate Field computer and related hardware and software problems. Through in-depth knowledge of highly technical personal computer (PC) software/hardware configurations and operating systems and environments, isolates the cause(s) of complex PC problems, and takes or specifies appropriate corrective action. While working in a very stressful atmosphere responsible for communicating this highly technical information to a wide range of both a technical and non-technical audience and doing so in a way that makes the information useful and helpful. A strong Knowledge of PC's, Printers, LAN's, Internet and Telecommunications and PDA's needed.
(15%) Acts as an advanced technical consultant to the Field. The most difficult, unique and challenging problems are resolved here. Communicates with our most technical and challenging clients.
(10%) Helps manage the installation of LINK software changes and NML supported commercial vendor software packages, including core operating system upgrades. Isolate and track software problems associated with changes, providing solutions to all, including Field Help Desk Technician staff while working under a high level of pressure meeting critical company deadlines.
(10%) Participates in the implementation of changes and modifications to the Field computer environment made necessary by the frequent upgrades to more advanced technology. Develops innovative approaches to highly complex and unique technical problems, creates or updates both internal and customer documentation and maintains a high degree of proficiency in all aspects of the computer desktop environment. Acts as the primary support group for complex software and hardware.
(5%) Escalates to and works with various H.O. technical support specialists, software companies (i.e. Microsoft, Dell, HP, etc.) in the resolution of one of a kind problems. May require traveling to Field offices. Provides business solutions to a business problem. Keeps management appraised of potentially volatile situations. Takes responsibility and ownership of the problem.
(5%) Maintains a very high level of proficiency and expertise in the complex computer hardware and software technologies through continuous education, advanced training and study.
Education
Typically Associates degree in Computer Science or related field.
Typically at least 2 years Level 1 Help Desk experience or non Northwestern Mutual Help Desk experience required.
Good technical knowledge of business computers, printers and software.
Proven help desk experience solving PC related problems in a Windows XP environment.
Experience with networks, telecommunications and the Internet preferred.
Superb communication skills, both written and oral, demonstrating tact and diplomacy in obtaining information and cooperation relative to the solution of a problem
Requirements:
Bachelor's Degree, preferably in business or an equivalent combination of education and/or progressively responsible work experience.
Three + years of program support working with professionals in financial services or similar industry with demonstrated ability to build/develop relationships at various position levels through a consultative model.
Minimum of three years' experience in coaching/training individuals how to optimize their business through the use of technology is highly desirable.
Minimum of three years of coaching and training experience preferred
Minimum of three years financial services industry experience preferred
Demonstrated ability to understand software technology focused on sales practice and the ability to articulate the benefits and uses to select audiences
Ability to build and maintain relationships.
Proven ability to drive measurable improvements in an outcome based model. (e.g. prior demonstrated ability to drive % increase in adoption, sales etc.)
Demonstrated ability to lead and facilitate groups of people.
Typically at least 2 years Level 1 Help Desk experience or non Northwestern Mutual Help Desk experience required.
Good technical knowledge of business computers, printers and software.
Proven help desk experience solving PC related problems in a Windows XP environment.
Experience with networks, telecommunications and the Internet preferred.
Superb communication skills, both written and oral, demonstrating tact and diplomacy in obtaining information and cooperation relative to the solution of a problem
#LI-POST This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form. Required Certifications: Non-Registered Fingerprinted - FINRA Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now! We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
