MSC CAREER PORTAL

Requisition ID : 18610

Employment Type : Full Time

Job Category : Customer Solutions

Work Location : Southfield, MI or Remote. Candidate must be able to work between the hours of 11:00am and 8:00pm Eastern Standard Time. 

 

BRIEF POSITION SUMMARY:

Under the guidance of the IM Operations Manager, this position is responsible for providing technical assistance for MSC's ControlPoint Inventory Management solutions.? Duties range from troubleshooting hardware and software and taking ownership of issues by carrying out problem analysis to resolution.

DUTIES and RESPONSIBILITIES:

• Troubleshoot / diagnose technical problems with MSC's inventory management solution hardware and software both remotely and on-site.
• Supports the implementation of ConrolPoint Inventory management solution at customer locations.
• Provide diagnostics and repair guidance to both MSC field associates and customers.
• Contribute to hardware, software and services enhancements by making recommendations for improvements when established procedures are not working and there are gaps within the process.
• Develops and edits customer and technical support knowledge base documentation.
• Work closely with the business and technology teams to outline the benefits and challenges of implementing and transitioning to new releases of ControlPoint software.
• Assist with ongoing ControlPoint technology roadmap, strategy, budget, and support planning across all products.
• Work with 3 ^rd party vendors in the process of resolving incidents and knowledge transfer resulting in efficient and effective incident management.
• Responsible for supporting all of MSC's ControlPoint inventory management solutions such as VMI, CMI and Vending Solutions.
• Provide technical support for corporate provided mobile devices using ControlPoint software, this includes iPhones and Motorola scanners. Including documenting all support requests in ServiceNow application with thorough details of problem and steps taken to resolve.
• Submit Knowledge Base articles in ServiceNow to assist Service Desk and Vending Service Center with first level resolution.
• Monitor and respond quickly and effectively to requests received through ServiceNow ticketing system, email or inbound phone calls within Service Level Agreement.
• Works cross functionally with the PC Support team, IT Service Desk and Vending Service Center on projects and tickets as required.
• Participate as required in continuing education to maintain necessary skills to support upgrades and new additions to MSC's ControlPoint inventory management solutions including all hardware and software.
• Deliver as needed, technical training on MSC's ControlPoint inventory management solution hardware and software to MSC associates as well as customers.
• Assist with the development of future technical and/or training documentation associated with MSC's ControlPoint inventory management hardware and software options.

JOB TITLE: ControlPoint Solutions Technical Specialist (Cont'd)

DUTIES and RESPONSIBILITIES: (Cont'd)

• Provide continuous improvement opportunities for growth and success.
• Maintains high customer satisfaction ratings that meet company standards.
• Establish productive, professional relationships with key personnel in assigned customer accounts to foster sales growth and retention.
• Performs root cause analysis and provides technical solutions to production related application errors.
• Ensures support readiness prior to the deployment of any change to the production environment.
• Assists with documenting technical and business processes including technical guides.

• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
• Participation in special projects and performs additional duties as required

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION and EXPERIENCE:

• An associate degree or equivalent work experience is required.
• Experience with IBM AS400i-Series preferred
• 3+ years of solutions and/or inventory management experience or equivalent is preferred.
• Industrial Distribution experience is preferred.
• Knowledge of TCP/IP, VPN, RDP, and other network protocols preferred.
• Minimum of 3 years of experience demonstrated skills and in-depth knowledge of the following: PC Desktop and Laptops, peripherals, and client / server technology preferred.
• Hands on experience with Windows Operating System, and Active Directory preferred
• Certifications such as A+, MCSE or ITIL are preferred.
• Experience with ITSM Tools (Service Now or Remedy or any other ticket tracking tools)
• General understanding of Databases and Networking required
• Knowledge of remote access solution support tools and techniques: VPN, Terminal Services, and TeamViewer, remote desktop connection

SKILLS:

• Superior customer service focus
• Technical problem-solving ability with a focus on root cause analysis
• Self-motivated, self-directed, and attentive to detail
• Good mechanical aptitude required.
• Good interpersonal & communication skills required.
• Excellent time management and organizational skills are required.
• Good presentation skills are a plus.

OTHER REQUIREMENTS:

• A valid driver's license and the ability to travel up to 10% of the time may be required.
• This position may require access to International Traffic in Arms Regulations Information (?ITAR?) and/or Controlled Unclassified Information (?CUI?).