Production Support Engineer

Overview

Job Description
The role is responsible for providing world class on-site IT support for the Milwaukee Tool Service Hub Operations in Greenwood, Indiana. Candidates must demonstrate keen business acumen as well as an elevated level of emotional intelligence and have a passion for support.

At Milwaukee Tool we firmly believe that our People and our Culture are the secrets to our success, so we give you unlimited access to everything you need to provide support to your business unit. Behind our doors you7ll be empowered daily to own it, drive it, and do what it takes to support the biggest breakthroughs in the industry. You7ll have the support and resources of the fastest-growing brand in the construction industry to make it happen.

Applicants must be authorized to work in the U.S.; sponsorship is not available for this position. 1st Shift Onsite Role: 6:00 AM - 3:00 PM

• Provide world-class incident management at the Tier 1 and 2 levels.
• Serve as the escalation point for Tier 1 Support (IT Service Desk) and other Production Support personnel.
• Maintain outstanding written and verbal communication and documentation skills, with a service-oriented mindset and focus on frictionless engagement.
• PC deployment / imaging.
• Comply with established change management procedures and collaborate within the IT team to ensure a robust, stable computing environment.
• Work with vendors for network, telecommunications, and AV support.
• Utilize MDM (Mobile Device Management) systems to manage devices used in distribution/manufacturing.
• Follow established procedures for critical incidents in mission-critical business operations.
• Focus on continuous improvement based on aligned business priorities and provide world-class customer service and support.
• Support Enterprise technologies such as Warehouse Management Systems (WMS) and ERP applications at the client level.
• Assist with the integration of new client technology into business systems, processes, and procedures.
• Establish strong business relationships, communicate planned and unplanned outages effectively, and collaborate with vendors, business partners, and IT to determine effective solutions for Milwaukee Tool.
• Be part of an on-call schedule to guarantee continuous access to essential systems.
• Create knowledgebase articles for Production Support standard operating procedures.
• Ensure timely resolution of assigned tickets by meeting or exceeding SLAs, addressing on-hold tickets, and prioritizing tickets open for more than 30 days.
• Plan and implement technology projects within scheduled time frames and approved financial plans.

• ITIL Certification Preferred
• 3 - 5 years of work experience in providing production support to manufacturing, distribution, or other time sensitive/business critical operations
• Bachelor’s Degree or Equivalent Work Experience
• Advanced understanding/ability to support the Microsoft application stack, such as Windows 10, 11 / Office 365
• Advanced understanding of Apple/Android mobile devices
• Perform intermediate Active Directory functions including account creation, group modifications, password resets, etc.
• Intermediate knowledge of manufacturing, distribution, and business operations
• Intermediate troubleshooting knowledge of handheld devices running Android or other Mobile Operating Systems in a manufacturing/distribution environment; basic configuration changes within MDM
• Intermediate understanding of industry-specific Information Systems such as WMS, OEE, SPC, etc.
• Intermediate knowledge of Windows Server Operating Systems to support business critical applications
• Comfortable working in a fast-paced, results-oriented, and sometimes highly stressful environment
• Comfortable working on a manufacturing or distribution shop floor utilizing aerial lifts to service IT equipment when required
• Ability to lift bulky equipment up to 50 lbs
• Strong team player with the ability to work on projects and Production Support models with a diverse group of individuals across multiple departments
• Works with Operational management to assess impact and urgency of critical and/or impactful issues
• Works to align best practices across Production Support teams
• Demonstrated ability to multi-task and manage competing priorities
• Intermediate Knowledge of ITSM frameworks and processes
• Provide technical input for escalated issues
• Prioritize work based on KPIs such as SLAs
• Help define Production Support processes
• Stay connected with Solution Delivery teams to understand impacts of their changes, align on timing, and ensure adequate support handoff
• Help with onboarding and training new employees

• Robust health, dental and vision insurance plans
• Generous 401(k) savings plan
• Education assistance
• On-site wellness, fitness center, food, and coffee service
• And many more, check out our benefits site HERE

Milwaukee Tool is an equal opportunity employer.