Technical Specialist, ControlPoint Solutions
MSC Industrial Supply Co., Southfield, MI, United States
MSC Industrial Supply Co. is a leading North American distributor of metalworking and MRO products and services.
Requisition ID:
20358
Employment Type:
Full Time
Job Category:
Customer Service/Support
Work Location:
Southfield, MI (CSC)
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.
Support 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.
Develop and edit 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, including iPhones and Motorola scanners. Document all support requests in ServiceNow 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.
Work 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 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.
Maintain 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.
Perform root cause analysis and provide technical solutions to production related application errors.
Ensure support readiness prior to the deployment of any change to the production environment.
Assist with documenting technical and business processes including technical guides.
Foster the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
Participate in special projects and perform additional duties as required.
Education and Experience
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 preferred.
Industrial Distribution experience preferred.
Knowledge of TCP/IP, VPN, RDP, and other network protocols preferred.
Minimum of 3 years of experience demonstrating skills and in-depth knowledge of PC – Desktop and Laptops, peripherals, and client / server technology.
Hands‑on experience with Windows Operating System, and Active Directory preferred.
Certifications such as A+, MCSE or ITIL preferred.
Experience with ITSM Tools (ServiceNow, 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, 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
Good interpersonal & communication skills
Excellent time management and organizational skills
Good presentation skills (plus)
Other Requirements
A valid driver’s license and 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 salary range: $56,280–$88,440, depending on candidate location and experience.
Eligibility
Applicants must be currently authorized to work in the United States. This position does not sponsor employment visas.
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.
Our Commitment to You
We offer competitive pay and a comprehensive benefits program, including healthcare plans, a 401(k) with employer match, stock purchase program, tuition reimbursement, and paid time off for holidays, vacations, and illness.
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 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.
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Requisition ID:
20358
Employment Type:
Full Time
Job Category:
Customer Service/Support
Work Location:
Southfield, MI (CSC)
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.
Support 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.
Develop and edit 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, including iPhones and Motorola scanners. Document all support requests in ServiceNow 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.
Work 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 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.
Maintain 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.
Perform root cause analysis and provide technical solutions to production related application errors.
Ensure support readiness prior to the deployment of any change to the production environment.
Assist with documenting technical and business processes including technical guides.
Foster the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
Participate in special projects and perform additional duties as required.
Education and Experience
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 preferred.
Industrial Distribution experience preferred.
Knowledge of TCP/IP, VPN, RDP, and other network protocols preferred.
Minimum of 3 years of experience demonstrating skills and in-depth knowledge of PC – Desktop and Laptops, peripherals, and client / server technology.
Hands‑on experience with Windows Operating System, and Active Directory preferred.
Certifications such as A+, MCSE or ITIL preferred.
Experience with ITSM Tools (ServiceNow, 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, 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
Good interpersonal & communication skills
Excellent time management and organizational skills
Good presentation skills (plus)
Other Requirements
A valid driver’s license and 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 salary range: $56,280–$88,440, depending on candidate location and experience.
Eligibility
Applicants must be currently authorized to work in the United States. This position does not sponsor employment visas.
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.
Our Commitment to You
We offer competitive pay and a comprehensive benefits program, including healthcare plans, a 401(k) with employer match, stock purchase program, tuition reimbursement, and paid time off for holidays, vacations, and illness.
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 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.
#J-18808-Ljbffr