Multi-Site Control Center; MSCC ) Agent

What You Get To Do

The task of a Multi‑Site Control Center Agent (MSCC Agent) is to make sure customer sites are monitored properly, potential incidents are tracked and worked on, and a long‑term solution will be provided. They are the main point of contact from Service Desk on root‑cause analysis for all Service Desk tickets. An MSCC Agent also handles all matters to the logistic operations and its machinery such as Incident, Problem and Change Management.

The role combines technical and administrative responsibilities and includes coordination between KNAPP and its customers to fine‑tune operations. They work as part of a team for KNAPP customers and interact with computer systems, software, engineers and end users to increase stability, efficiency and establish best practices.

• Supporting root‑cause analysis and incident resolution on all P1/P2 tickets.
• Providing frequent technical updates via email or bridge call to KNAPP customers during an ongoing escalation.
• Actively monitoring customer sites and proactively resolving potential incidents.
• Supporting customers on all technical and operational matters and questions.
• Working with KNAPP subsidiaries and subject‑matter experts to ensure efficient communication and problem resolution.
• Coordinating and ensuring proper documentation of root‑cause analysis and incident resolution.

• Have a Bachelor’s Degree in Business and/or Logistics (preferred) or related field, or equivalent experience.
• Understanding of warehouse operations and supply chain management.
• 3‑5 years related experience in warehousing, high‑volume manufacturing, distribution, production planning and/or transportation environment.
• Working knowledge of Linux, Java, Oracle and SQL.
• Knowledge of warehouse management systems and warehouse control systems.
• Engineering industry background complemented by recognized experience.
• Operational experience within an automated distribution facility.
• Strong skills in report development.
• ITIL Foundation.
• Excellent verbal and written communication skills.
• Self‑motivated and a proactive approach to problem solving.
• Proven organisational skills.
• Customer focused.
• Strong interpersonal skills.
• Team orientated.
• Able to lead and motivate others & able to work autonomously with a minimum of supervision.

• Authorization to work in the U.S.
• Passport or ability to obtain a passport.
• Professional office etiquette is required at all times.
• Travel required 50%.
• Overtime as required by work.
• Physical requirements:
  
  sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length.

• 2 remote days per week when in office.
• Half day Fridays when in office.
• A beautiful new, state‑of‑the‑art office complex in Kennesaw, GA.
• Industry competitive compensation.
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting.
• Paid vacation & holidays.
• Profit sharing.
• Paid parental leave.
• Subsidized daycare.
• Tuition reimbursement.
• Pet insurance.
• Subsidized food delivery.
• Monthly celebrations.
• Quarterly employee events.
• Corporate social responsibility including recycling, sustainability and volunteering.

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety‑sensitive nature of this position, strict adherence to KNAPP’s drug‑free workplace policy is required. All candidates will be subject to drug‑screening in accordance with the policy and will be expected to remain drug‑free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off‑hours.”