IT Support Service Representative

Swagelok is a global organization and one of the largest employers of manufacturing talent in Northeast Ohio. We are driven by our core values of Quality, Integrity, Respect for the Individual, Customer Focus, Innovation, and Continuous Improvement, which are demonstrated through our daily actions. For over 75 years, our dedication to our core values has been the foundation for our success.

Our products have been up into space, down to the bottom of the ocean, and everywhere in between.

That same dedication spans to our customers.

Throughout our organization we demonstrate a commitment to these values and those we bring onboard. Whether you want to grow in your role or explore broad opportunities and develop new skills—you’ll thrive in a culture that promotes learning and development.

We strive to be a company where we all can do our best work with a true sense of purpose and belonging.

Be Connected.
Be Valued.
Be You.

We hope you’ll consider joining our team.

The IS Distributor Support Service Representative is responsible for providing first level support for Swagelok distributors, sales and internal support personnel and handles problems and issues related to day‑to‑day support of the Swagelok enterprise distributor business applications and business systems. Primary responsibilities for the IS Distributor Support Representative include using problem recognition, research, isolation and resolution steps to assess and resolve a range of problems using standard procedures or knowledge documentation.

• Acts as the first point of contact for distributors, sales and internal support personnel who have problems or questions about Swagelok enterprise applications and business systems. Demonstrates a commitment to delivering extraordinary customer service as demonstrated by quickly responding to distributor requests, and communicating with the distributors, sales and internal support personnel throughout the call management process.
• Competent in all Information Services processes, policies, and guidelines. General working knowledge of application software, transactional business processes, networking, and Swagelok enterprise distributor business systems. General knowledge of supply chain and basic distributor business practices.
• Has developed conceptual and practical expertise in one area of support/service. Can provide first level application support for Swagelok enterprise business systems and business applications.
• General knowledge of distributor network and understanding of the operational landscape. Interacts with Distributors through the IS Distributor Support Exchange program, etc. to educate them on processes, programs, and services.
• Proactively identifies and solves straightforward problems; takes a new perspective on existing solutions. Understands distributors true needs, reviews existing procedures and identifies solutions to standard requests and incidents. Obtains required information through multiple departments.
• Makes decisions within guidelines and policies that impact own priorities and allocation of time to meet deadlines. Makes good decisions in non-standard situations with limited impact.
• Seeks to broaden internal knowledge and expertise on product/technology, equipment, applications, and processes. Participate in testing, implementation, and rollout of new products and or new releases.
• Work with team members to assist in developing service objectives and monitoring progress against objectives. Recognizes the benefits and strengths of working as a collective team. Works with others within team to establish best practices, opportunities for system knowledge, and process efficiencies. Supply our distributors/customers with the training and documentation that enables them to improve their ability to perform at a high level.
• Identify trends and help define policies and operational procedures, and independently improve call handling and resolution processes to create a world‑class service experience.
• Recognizes the importance of change and introduces new ideas for others to act on.
• Advocate distributor needs and escalates quality issues, incidents to immediate supervisor.…