Configuration Center Technical Coordinator

Hendrick Automotive Group - HIC

Location: 6030 East Independence Blvd, Charlotte, North Carolina 28212

Position Summary

The Configuration Center Technical Coordinator is a senior individual contributor responsible for the technical execution and ongoing process refinement of Configuration Center operations. Like the Configuration Center Technician, this role is embedded in the center's daily work — imaging, inventory, staging, and asset lifecycle management. What distinguishes this role is the depth of ownership: the Technical Coordinator is responsible not only for executing these functions but for ensuring they are performed correctly, consistently, and in ways that scale as deployment volume grows.

This role is expected to understand the systems and workflows in the Configuration Center at a level that enables independent troubleshooting, process documentation, and continuous improvement. Where the Configuration Center Technician ensures the physical environment is organized and equipment is moving, the Technical Coordinator ensures the technical and procedural standards are sound — and advances them when they are not.

The Technical Coordinator works in close coordination with the Configuration Center Technician, the IT Purchasing team, field deployment staff, and pillar teams across Information Technology. When a deployment surfaces a recurring configuration issue, an imaging gap, or a process that is creating downstream problems in the field, this role is the Configuration Center's resource for diagnosing and resolving it.

Core Responsibilities

Device Imaging and Configuration

Own the device imaging workflow from intake to completed unit — including image maintenance, deployment, validation, and exception handling.

Maintain imaging standards and configurations in coordination with the relevant technology pillar teams (endpoint, networking, telephony).

Troubleshoot imaging failures, hardware exceptions, and configuration anomalies; document root causes and implement corrections.

Ensure imaging documentation and build standards are current and accessible to Configuration Center staff.

Inventory and Asset Management

Maintain accurate asset records across the full equipment lifecycle — receipt, staging, deployment, return, and disposal — in the IT asset management system.

Conduct and validate physical inventory audits; identify and resolve discrepancies between physical counts and system records.

Serve as the Configuration Center's point of contact for asset record accuracy in ServiceNow or the applicable ITAM platform.

Asset Repair Coordination

Own the repair process for all asset types — endpoints, mobile devices, tablets, peripherals, and other IT equipment — from intake through return to service.

Triage incoming repair requests, document the nature and scope of the issue, and determine whether repair or replacement is the appropriate path.

Coordinate with the organization's third-party repair vendor on all repair submissions: initiate service requests, track repair status, manage return timelines, and escalate delays or quality issues.

Maintain accurate records of all assets in repair — including status, vendor reference numbers, and expected return dates — in ServiceNow.

Validate repaired assets upon return, confirm resolution of the reported issue, and return equipment to inventory or redeploy as appropriate.

Identify recurring failure patterns across asset types or models and surface findings to the appropriate director for vendor or procurement consideration.

Process Refinement and Documentation

Identify gaps, inefficiencies, and failure points in Configuration Center workflows and develop improvements with measurable outcomes.

Document standard operating procedures for all recurring Configuration Center functions — imaging, receiving, kitting, staging, disposal — and maintain them as living documents.

Work with the Director of IT Purchasing and field deployment staff to align Configuration Center outputs with deployment requirements.

Asset Disposal and Compliance

Manage end-of-life asset disposition end to end: coordination with ITAD vendors, chain-of-custody documentation, data destruction verification, and reconciliation in the asset management system.

Ensure disposal activities are executed in compliance with HAG IT asset disposition policy and applicable data security requirements.

Flag policy gaps or vendor compliance issues to the appropriate director.

Warehouse Organization

Maintain clean, organized, and clearly labeled warehouse space across all equipment categories.

Conduct periodic physical inventory audits and reconcile counts against asset management records.

Ensure proper storage conditions for sensitive IT equipment and consumables.

Warehouse and Operations Support

Support warehouse organization, equipment staging, and inbound receiving as needed — this role participates in the physical work of the center, not only its technical functions.

Operate forklift and material handling equipment as required; maintain applicable certifications.

Coordinate with the Configuration Center Technician to ensure physical organization of the center supports efficient technical workflows.

Cross-Functional Coordination

Communicate Configuration Center readiness, blockers, and output status to field deployment coordinators ahead of deployment events.

Participate in pre-deployment planning to flag configuration or imaging requirements early.

Escalate vendor performance issues, equipment defects, and process failures through the appropriate channel with sufficient specificity for the receiving party to act without follow-up.

What This Role Is Not Responsible For

The Technical Coordinator does not manage vendor contracts or negotiate with suppliers — that function belongs to IT Purchasing. This role does not own field deployment execution at remote sites; on-site work is the domain of the Technology Deployment Coordinator (Field). This role is not a help desk function; end-user break-fix support is handled by the Service Desk.

Experience and Qualifications

Hands-on experience with enterprise endpoint imaging and configuration in a multi-site environment — familiarity with tools such as SCCM, Intune, NinjaOne, or comparable platforms is directly relevant.

Experience with IT asset management systems and a demonstrated ability to maintain accurate inventory records at scale.

Prior experience in a configuration center, IT depot, or similar technology operations environment preferred.

Forklift certification required or ability to obtain certification within 30 days of hire; comfort with the physical demands of warehouse work.

Strong analytical and problem-solving orientation — this role is expected to identify the source of a process failure, not just document that it occurred.

Proficiency in ServiceNow, with particular depth in IT Asset Management (HAM Pro) and request fulfillment; ability to maintain asset records, run reports, and identify data quality issues directly in the platform.

Clear written communication: process documentation, SOPs, and escalation writeups produced by this role are read by coordinators, directors, and the CIO's office and must be accurate and complete without requiring editing.

Ability to lift and move equipment up to 50 pounds; comfort working in a warehouse and telecommunications room environment.

Leveling Context

The Configuration Center Technical Coordinator is the senior technical role within the Configuration Center, complementing the Configuration Center Technician who owns the physical and logistical functions of the center. Together, these two roles cover the Configuration Center's operational and technical scope without fragmenting accountability. A future TDC III or senior Configuration Center role may formalize mentorship and cross-center standards responsibilities as the function grows.