Technical Specialist, ControlPoint Solutions - Southfield Michigan

BUILD A BETTER CAREER WITH MSC Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates. Requisition ID 20358 Employment Type Full Time Job Category Customer Service/Support Work Location Southfield, MI (CSC) – No relocation available 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 ControlPoint 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 3rd 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. 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. EDUCATION And EXPERIENCE An associate degree or equivalent work experience is required. Experience with IBM AS400 i-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”). Compensation Starting at $56,280 – $88,440 depending on candidate location and experience. The salary range represented is based on similar roles in comparable industries and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education, and peer pay equity. The Company reserves the right to modify the range as market conditions change. Benefits Overview Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time. This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position. WHY MSC People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. OUR COMMITMENT TO YOU Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. EQUAL EMPLOYMENT OPPORTUNITY STATEMENT At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known. Open #J-18808-Ljbffr