Production Support Associate - Level III

Key Responsibilities:

1. Customer Service:

   • Serve as the main point of contact for customers regarding service-related inquiries.
   • Maintain relationships with key customers and suppliers to ensure satisfaction and effective communication.

2. IT Support:

   • Provide IT support for designated areas according to established processes.
   • Diagnose and troubleshoot issues with IT hardware and software components, escalating problems when necessary.
   • Install, configure, or address IT hardware and application issues as directed.

3. Incident Management:

   • Utilize the Incident Management system to log reported issues and actions taken, ensuring accurate tracking and follow-up.
   • Perform initial troubleshooting in line with departmental standards and escalate unresolved issues to higher-level support.

4. Additional Responsibilities:

   • Assist with various IT tasks and projects as assigned by supervisors.

Competencies:

• Effective Communication:

  • Develop and deliver clear, multi-faceted communications tailored to the needs of different audiences.

• Customer Focus:

  • Build strong relationships with customers and deliver solutions that prioritize their needs.

• Trustworthiness:

  • Gain and maintain the confidence of others through honesty and integrity.

• Self-Development:

  • Actively seek opportunities for personal and professional growth through both formal and informal channels.

• Situational Adaptability:

  • Adjust approaches and demeanor in real-time to respond effectively to shifting demands.

• Incident Management:

  • Maintain accurate records of issues and requests, tracking trends for continuous improvement.

• Valuing Differences:

  • Recognize and appreciate the diverse perspectives and cultures that enhance the organization.

Education, Licenses, Certifications:

• High school diploma or equivalent; additional education or specialized training is a plus.
• No prior work experience is required, making this role suitable for entry-level candidates.

Skills and Experience:

• Technical Proficiency:

  • Familiarity with installation and troubleshooting of CMES, QDAS, Radinik, and MFG software.
  • Basic understanding of Oracle databases, SQL, and IIoT devices.
  • Knowledge of Power BI, Power Apps, SharePoint, LAN, WAN, and general computer hardware.

• Software Expertise:

  • Proficient in MS Excel and PowerPoint for data analysis and presentation.

• Problem Solving:

• Ability to diagnose and resolve customer-identified issues using systematic analysis and established methodologies.