Store Maintenance Helpdesk Coordinator

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion.

If you enjoy working in a creative, fast-paced environment, then we would love to hear from you!

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Job Title: Store Maintenance Helpdesk Coordinator

Location: Manno, Switzerland

Reporting to: Senior Manager, Store Maintenance

Job Purpose:

The Store Maintenance Helpdesk role acts as the first point of contact for all stores and internal departments interacting with the Store Maintenance team.

The position is responsible for receiving, checking, and routing all maintenance requests submitted through the FM ticketing system, ensuring a first level quality control, correct prioritization, and proper assignment before escalation to technical teams.

Key Responsibilities:

Helpdesk & First Level Support

• Serve as the primary contact for:
• Retail stores
• Concessions, Wholesale and Travel Retail
• Internal departments (Operations, Retail, Visual, H&S, etc.)
• Provide first level support for maintenance requests, clarifying procedures and guiding users on correct ticket submission.
• Handle incoming requests in a structured, service oriented, and solution focused manner.

Ticket Management & First Review

• Monitor and manage all tickets opened in the Facility Management system.
• Perform an initial quality check on each ticket, ensuring:
• Clear and complete issue description
• Correct categorization and priority
• Required photos or documentation attached
• Identify and flag urgent or Health & Safety–critical issues according to internal guidelines.
• Assign tickets to the appropriate internal teams or vendors based on:
• Type of issue
• Priority level
• Store location / country

Coordination & Follow Up

• Ensure correct ticket ownership and handover to Store Maintenance teams.
• Support the FM team with first level follow ups and status monitoring.
• Communicate with stores when additional information is required.
• Determine the nature and urgency of the repair problem and report the problem to the appropriate vendor
• Maintain service records database for all store locations
• Communicate progress of repairs on a regular basis by issuing weekly/monthly progress updates
• Review and approve invoices and maintain accurate reporting to the F&M Manager
• Controls the maintenance calendar for all domestic retail, establishing job priorities and time frames
• Coordination of helpdesk team ensuring all the relevant request have been addressed properly/ facilities database management.
• Ensure follow up and updates of tasks in the system to the relevant country manager
• Keep track and update all the facilities department files providing evidence monthly basis
• Maintaining records and contracts updated of all the external contractors in support of the FM department.
• Support in creation of facilities and maintenance policy and process keeping them updated.
• Occasional front desk support during receptionist absence
• Keep all communication and actions properly tracked within the system
• Any other administrative duty

Process & Data Quality Support

• Contribute to maintaining high data quality standards within the ticketing platform.
• Support continuous improvement of helpdesk and ticketing processes.
• Identify recurring issues, incorrect submissions, or training needs for stores.
• Assist with basic reporting and operational data collection when required.

Key Skills & Competencies:

• Strong service and helpdesk mindset
• Ability to prioritize and manage multiple requests
• High attention to detail and structured working approach
• Clear and professional communication skills
• Problem solving attitude
• Confidence using ticketing systems and digital platforms
• Ability to work closely with technical and operational teams

Nice to Have

• Previous experience in Helpdesk, Facility Management, or Retail Operations
• Familiarity with retail maintenance processes
• Awareness of Health & Safety principles

MK Perks:

Our purpose is to make all employees and customers #FeelGreat with Michael Kors. When you join our business, we want you to feel like a valued member of the team from Day 1. To make your journey enriching with us, we offer:

• Cross-brand Discount
• Exclusive Employee Sales
• Paid Parental Leave
• Generous Holiday Schedule and Vacation Days
• Summer Fridays
• Internal mobility across Capri Brands (Michael Kors, Jimmy Choo)
• Flexible working hours
• Thrive Wellness Program
• LifeWorks Employee Assistance Program
• #FeelGreat program that include the following pillars: Connected Communities/Inspired Innovation/ Responsible Future/Meaningful Experiences

At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V

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The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

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At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at E-Mail schreiben.