Technical Specialist, ControlPoint Solutions - Southfield Michigan

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries.

We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition

Employment Type: Full Time

Job Category: Customer Service/Support

Work Location: Southfield, MI (CSC) No relocation available

Under the guidance of the IM Operations Manager, this position is responsible for providing technical assistance for MSC’s Control Point Inventory Management solutions. Duties range from troubleshooting hardware and software and taking ownership of issues by carrying out problem analysis to resolution.

• Troubleshoot / diagnose technical problems with MSC’s inventory management solution hardware and software both remotely and on‑site.
• Supports the implementation of Control Point 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 Control Point software.
• Assist with ongoing Control Point 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 Control Point inventory management solutions such as VMI, CMI and Vending Solutions.
• Provide technical support for corporate provided mobile devices using Control Point software, this includes iPhones and Motorola scanners. Including documenting all support requests in Service Now application with thorough details of problem and steps taken to resolve.
• Submit Knowledge Base articles in Service Now to assist Service Desk and Vending Service Center with first level resolution.
• Monitor and respond quickly and effectively to requests received through Service Now ticketing system, email or inbound phone calls within Service Level Agreement.
• Works 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 Control Point inventory management solutions including all hardware and software.
• Deliver as needed, technical training on MSC’s Control Point 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 Control Point inventory management hardware and software options.

• Provide continuous improvement opportunities for growth and success.
• Maintains 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.
• Performs root cause analysis and provides technical solutions to production related application errors.
• Ensures support readiness prior to the deployment of any change to the production environment.
• Assists with documenting technical and business processes including technical guides.
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
• Participation in special projects and performs additional duties as required.

• An…