Technical Specialist, ControlPoint Solutions

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 : 20358

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, taking ownership of issues, and carrying out problem analysis to resolution.

• Troubleshoot and diagnose technical problems with MSC’s inventory management solution hardware and software both remotely and on-site.
• Support the implementation of Control Point Inventory management solutions at customer locations.
• Provide diagnostics and repair guidance to MSC field associates and customers.
• Contribute to hardware, software, and services enhancements by recommending improvements when procedures are insufficient or gaps exist.
• Develop and edit customer and technical support knowledge base documentation.
• Work closely with business and technology teams to outline the benefits and challenges of new releases of Control Point software.
• Assist with Control Point technology roadmap, strategy, budget, and support planning across all products.
• Coordinate with third‑party vendors to resolve incidents and facilitate knowledge transfer.
• Support all MSC Control Point inventory management solutions such as VMI, CMI, and Vending Solutions.
• Provide technical support for corporate mobile devices using Control Point software, including iPhones and Motorola scanners, and document all support requests in Service Now.
• Submit Knowledge Base articles in Service Now to assist Service Desk and Vending Service Center with first‑level resolution.
• Monitor and respond quickly to requests received through Service Now, email, or inbound phone calls within the Service Level Agreement.
• Collaborate with PC Support, IT Service Desk, and Vending Service Center on projects and tickets as required.
• Participate in continuing education to maintain skills for upgrades and new additions to Control Point solutions.
• Deliver technical training on Control Point hardware and software to MSC associates and customers.
• Assist in developing future technical or training documentation for Control Point hardware and software options.
• Maintain high customer satisfaction ratings that meet company standards.
• Establish professional relationships with key personnel in assigned customer accounts to foster sales growth and retention.
• Perform root‑cause analysis and provide technical solutions to production‑related application errors.
• Ensure support readiness prior to deployment of any change to the production environment.
• Document technical and business processes, including guides.
• Foster MSC culture within the department and across the company to ensure fulfillment of MSC’s vision and unity of purpose.
• Participate in special projects and perform additional duties as required.

• Associate degree or equivalent work experience is required.
• Experience with IBM AS400 i‑Series preferred.
• 3+ years of solutions and/or inventory management experience preferred.
• Industrial Distribution experience preferred.
• Knowledge of TCP/IP, VPN, RDP, and other network protocols preferred.
• Minimum of 3 years of experience with PC – Desktop and Laptops, peripherals, and client/server technology preferred.
• Hands‑on experience with Windows Operating System and Active Directory preferred.
• Certifications such as A+, MCSE, or ITIL preferred.
• Experience with ITSM tools (Service Now, Remedy, or other ticket tracking tools).
• General understanding of Databases and Networking…