Senior Field Service Support Technician Job at Stefanini, Inc
Stefanini Group is looking for a
DIGITAL SITE DELIVERY SPECIALIST for a globally recognized leader in materials, chemicals and solutions company based in
Green River, WY!
For interested applicants, click the apply button or you may reach out to Alfher Hidalgo at (248) 728-2627 / alfher.hidalgo@stefanini.com for faster processing.
- Service Management & Delivery
- To be the representative of all IT services, be the main IT contact on the site, manage and monitor all local IT activities.
- Coordinate the 'Execution' of DT modernization for the site as required
- Participating in IT audits (e.g., Security Audit) in alignment with the global processes
- Supporting procurement with local enhancements for global contracts (e.g., mobile telecom services)
- Contributing to defined services (e.g., printing) - individual contributor role
- Work with DSDS for the Green River site to:
- Requesting purchase orders for IT equipment (HW/SW)
- Supporting warranty extensions for non-standard IT equipment as contributors in alignment with the corresponding global team.
- Approving work orders in ServiceOne (Helix)
- Stock Management, stock audit, who will be responsible in the future? Who will monitor the stock? —> no longer with DSDS role Service Owner
- To be the IT Playbook ambassador.
- Customer Satisfaction
- Create intimacy with the site in order to be perceived as a real partner. This will mean the target is to be onsite full time.
- Drive the local KeyUser / Champion network.
- Contribute to the infrastructure part of Mergers, Acquisitions, and Divestitures
- Work with DSDS for the Green River site to:
- Communicate to the users of the site based on global communication material and be part of the communication network of the site.
- Establish and maintain close relationships with the site
- Be the referent for IT knowledge of the site
- Establish and maintain a regular, recommended monthly, formal meeting with the site (Site Performance Review)
- Conduct and manage Site Service Reviews
- Define, drive and implement action plan from the performance review
- Follow-up local action plans & pain points
- Business Continuity
- Manage and monitor all local IT activities
- Work with DSDS for the Green River site to:
- Is emergency contact in case of a crisis in alignment with the global incident and crisis process
- Manage, and analyze customer complaints and recurrent incidents, propose solutions or areas for improvement towards the globally responsible person in DT.
- Supporting Business Continuity Plans (BCP) where required
- Manage “non-standard requests/out of the catalog” (e.g. new network required to equip new offices or new buildings)
- Support local projects
- Contribute to the implementation of new IT solutions/services/changes
- Is in charge of communication which is related to maintenance/change operations based on the global information packages
- Is in charge of communication and coordination of local crises and significant changes in alignment with the global crisis and change management processes
- Collection of local needs/requirements, contributing to global budget planning and corresponding alignment with global services
- Follow the deployment of local projects
- Document and support local processes and software
- OSS Support
- The Onsite Services work hand-in-hand with the Provider Global Service Desk services, providing a diverse set of locally based activities that cannot be fulfilled remotely by the Service Desk 1st/2nd level or other support groups.
- To meet specific customer requirements, Provider Onsite Services takes a modularized approach, offering: Physical Installation, Move, Add and Change of devices (IMAC), Incident resolution such as Hardware Break/FIX, Software Break/Fix. Furthermore Server / LAN hands and eyes services are available to provide physical onsite interventions related to server printers and LAN equipment.
- Further optional services on request such as AD-HOC activities (specific services required on a per site basis – e.g. Data Center operations, on-duty based requirements, specific plant time windows,etc.) and project support, based on a request for work (RFW) may involve onsite support as well.
- Onsite services are required as follows: one Incident or Service Request refers to one Ticket in the Ticket System; tickets are generated at the Provider Service Desk, which initiates the order/incident/service request management and coordinates the tasks around the request with various support units of Provider / Solvay. The onsite technician is not entitled to open a new ticket. After the call has been accepted by Provider Service Desk, it is validated and routed to the Onsite Service Delivery whenever an onsite intervention is required. In general, the Onsite Service relevant ticket is expected to be dispatched to the Provider's onsite team after the proper coordination tasks between relevant support units are completed.
- The Onsite Service Delivery is responsible to assign tickets to a field service technician, tracking, updating, monitoring suspended ticket status and providing status updates to meet the quality targets / service performance. Support activities will include the in-scope physical IMAC and incident resolution including for example set-up, configuration, repair of hardware equipment currently under warranty and any relocations (moves), additions, or changes and all other activities.
- A field service engineer will be sent onsite in order to analyse the product fault and - if necessary - initiate the delivery of spare parts through warranty handling.
- Prior to each onsite visit, the service engineer agrees a date with the user for Break-fix or IMAC services onsite.
- Provider will ensure to provide the onsite support engineer with the right skill-set sufficient to meet the quality targets. All onsite support staff will comply with all applicable policies and procedures including those relating to security and health & safety. Provider employees will also folllow the required training to operate on Solvay sites.
- In general, the receipt of incidents is handled by the Provider Service Desk as the single point of contact (SPOC). The incident service covers incidents that occur as a result of workplace hardware, software or configuration faults that cannot be resolved remotely.
- If possible, all faults should be resolved remotely. Faults can manifest themselves as a result of hardware and/or software errors which cannot be resolved remotely by first/second-level support. As a result, the fault must be handled locally.
- The call is only assigned to Onsite Incident Management and resolved by onsite service if local involvement is required to deal with the fault (or on a user request).
- All onsite-related incident requests will be coordinated by Onsite Support. This includes:
- Verification of the ticket data
- Time planning of the onsite visit
- Informing the user about the planned actions
- Dispatching the onsite engineers
- Documentation of all performed activities and communications
- Receive customer acceptance upon performed activities
- The deployment of the onsite technician has to be synchronized with the spare parts logistics of the software / hardware manufacturer / vendor or partner such as internal IT provisioning.
- The onsite engineer verifies the analysis and recovers the defective device. If necessary, he repairs or replaces the inoperable device according to manufacturer specifications. If the defective device has to be replaced, the onsite engineer will handle the replacement of this item.
- The needed spare parts and maintenance intervention will be managed by Solvay. Onsite support from the Provider might be required.
- The agents have to be able to communicate with the users in their local language(s).
- Whenever OSS agents operate on a Solvay site, they will learn site knowledge to allow independent navigation to the proper part of the site (but not dependent on an escort from the Solvay site) to resolve the IT issues.
- Whenever OSS agents operate in a Solvay site, they will acquire the needed knowledge about that site and apply any applicable Solvay safety regulations. Such rules and regulations will be timely provided by SOLVAY to Provider.
- The provider is responsible for training new OSS technicians when they are brought onboard.
Required knowledge:
- You have good knowledge in IT Services (Infrastructure solutions, services, and main applications) and are open to learning new tools and new services.
- You have good knowledge in Standard IT Tools (Google Suite, MS Office, Windows OS, Chrome OS …), Ticketing tools like Helix, ITIL training, network and telephony and project management.
- You have an excellent ability to prioritize tasks and projects to optimize daily operations.
- You are customer oriented and have a professional level of communication (written and verbal).
- You have a proactive and autonomous working style.
- You are fluent in international English (spoken and written).
- Specific technical competencies according to the individual contributor role.
- OSS Skillset:
- The agents have to be able to communicate with the users in their local language(s).
- Whenever OSS agents operate on a Solvay site, they will learn site knowledge to allow independent navigation to the proper part of the site (but not dependent on an escort from the Solvay site) to resolve the IT issues.
- Whenever OSS agents operate in a Solvay site, they will acquire the needed knowledge about that site and apply any applicable Solvay safety regulations. Such rules and regulations will be timely provided by SOLVAY to Provider.
- The provider is responsible for training new OSS technicians when they are brought onboard.
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