Configuration Center Technical Coordinator

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. 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.

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.

Working Conditions

This role works primarily on site at the Hendrick Automotive Group IT Configuration Center. The environment includes office, warehouse, staging, and telecommunications room settings. Regular physical activity — lifting, moving, and organizing equipment — is a routine part of the role. Operating hours align with standard Configuration Center operations, with occasional flexibility required for deployment surges, large imaging events, or time-sensitive disposal activities.

Desired Education:

o   GED

   High School Diploma

o   Associate Degree

o   Bachelor Degree

o   Master Degree

o   Doctorate Degree

Field of Study/Work Experience:

o   Accounting

o   Automotive

o   Business

o   Human Resources

o   Information Technology

Desired Work Experience:

   up to 3 years

o   3-5 years

o   5+ years

Education/Experience:

High School Diploma; or up to three years related experience and/or training; or equivalent combination of education and experience. 

Certificates and Licenses:

   Valid Driver’s License

Computer Skills:

Intermediate knowledge of Microsoft Office Products.  Ability to learn the Spreadsheet software and other software programs for operational needs.

Communication Skills:

Ability to understand and follow instructions. Ability to communicate effectively with vendors and company personnel.

Attendance Expectations:

The position requires regular and predictable attendance.  Hours may include evening hours, weekends, and holidays to meet required deadlines.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and sit. The employee is regularly required to use hands to finger, handle, or feel. The employee must be able to frequently lift or move objects up to 25 pounds.

Environment Demands:

Duties are performed primarily an office environment in the management office.

Position requires extensive interaction with Management Office employees, dealership management, dealership employees and vendors.

Verbal and Writing Ability:

Ability to read and comprehend instructions, correspondence, and memos.  Ability to effectively present information in one-on-one and small group situations to customers and other employees.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

Reasoning Ability:

Ability to effectively analyze cost efficiencies, financial trends, and funding mechanisms for all programs.

Core Values:

To perform the job successfully, an individual should demonstrate the following Core Values:

Servant Leadership

Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.

Teamwork through Trust & Respect

Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.

Integrity

Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.

Commitment to Customer Enthusiasm

Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.

Passion for Winning

Hendrick’s tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.

Accountability at All Levels

Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.

Commitment to Continuous Improvement

Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee.  The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor.  This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf.