Spec Technical Support SAP (Agriculture)

Job Summary

80% ERP Systems Support Specialist (50% Non ERP)
Serves as single point-of-contact for end-users after Power Users have assisted end-users. Performs problem identification and on-the-spot training to prevent problem reoccurrence and knowledge transfer. Escalates Tier 2 problems to appropriate support (e.g., technical experts or process experts). Maintains history reports, identifies and addresses re-occurring problems, and assists in the development and execution of ERP and business process best practices across the organization. Performs basic fixes and data maintenance. May develop on-line help and update systems support help scripts. This position is very similar in responsibilities and tasks to a help desk position, but the impact to the organization due to errors is more significant. This position requires more advanced training than a similar help desk position.

20% ERP Configurer
Performs functional analysis, requirements, definition and ERP module configuration and testing. Responsible for conducting prototypes, developing functional specifications, data mapping, function mapping, setting of configuration tables and setting of transaction/control tables. Has a thorough understanding of the business processes and flows to enable the analysis of business requirements and the development of solutions for the business functions. Responsible for the identification of and resolution of gaps in the business processes. Involved in security/authorization set-up, user documentation, data interface design, data migration and reconciliation. May be involved in the installation and tuning of modification, as well as archiving data. Generally this position has light programming skills in the appropriate language to develop necessary “work arounds.”

25% Customer Support Technician Non ERP
Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

25% Customer Support Analyst Non ERP
Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Job Description

MAJOR RESPONSIBILITIES:

• Primarily responsible for providing software and hardware support for Medline's employees, sales reps, and end customers. 

• Diagnose and resolve problems using documented procedures and checklists (where available) in the performance of most responsibilities. 

• Understand team and department service level agreements and follow team guidelines and procedures to manage open issues in an efficient manner to help ensure these service levels are achieved.  These service levels include such topics as issue resolution duration, call answer times, dropped call rates, first call closer rate and customer satisfaction ratings.

• Provide technical advice, guidance and informal training to customers on hardware and software programs.

• Serve as a single point-of-contact with the I/S Department for end-users.  Provide technical advice, guidance and informal training to customers on hardware and software programs.  In addition to problem identification, perform on-the-spot training to prevent problem reoccurrence and promote knowledge transfer.

• Provide an appropriate level of empathy and sensitivity to all customers.  Promote a professional, responsive, and positive experience through all aspects of interaction including verbal and written correspondence.

• Enter call data into Medline's tracking system with enough detail that another Customer Support Analyst can pickup the issue and proceed toward resolution without the need for additional communication regarding criticality, symptoms, and actions taken to date.

• Provide a high level of detail in the documentation of all calls that require escalation outside of the immediate team to allow the individuals being assigned the problem the ability to fully understand the impact, scope, diagnoses results and attempted changes to date without communication beyond the logged ticket.

• Escalate higher tier problems to appropriate support teams. 

• Ensure that all escalated issues have been thoroughly researched and compared against the team's knowledge database prior to escalation. 

• Utilize knowledge database and call tracking database to enhance quality and consistency of problem resolutions. 

• Create and publish knowledge base articles to assist others in the diagnosis and resolution of specific issues. 

• Consider business processes and system interaction when creating this documentation.  Determine proper delivery method for this communication: e.g. formal training, distribution of soft copy document, etc.  Work with I/S training staff as necessary to ensure departmental consistency.

• Contribute to organization success.

• Keep management, other team members and other departmental employees aware of obstacles and status changes in a timely manner. 

• Use proper judgment to determine when such communication is necessary.

• Consider the need for other team members to support their areas of responsibility and openly shares an understanding of these areas. 

• Ensure his/her areas of expertise are covered when absent.  .

• Work with manager to proactively seek opportunities to improve skills and knowledge through training opportunities.

• Maintain a professional demeanor at all times.  Consistently interact professionally and work productively with all levels of Medline employees.  Follow Medline's Code of Ethics and other corporate policies

 

JOB REQUIREMENTS:

Education:            

• Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience:          

• Typically has 3 to 5 years of business and/or ERP experience.

• 2-3 years of SAP experience with master data

• Typically has 3 to 5 years of IT work experience in systems/application development or support functions.
• Typically has 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
• Typically has 2 to 5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.

Complexity:         

• Intermediate professional level role. Works on multiple projects as a project team member, occasionally as a technical leader. Works on small to large, complex projects that require increased skill in multiple technical environments and knowledge of a specific business area. May coach more junior technical staff.

• Intermediate professional level role. Provides support for the user community and development team in the design, development, configuration and testing of ERP modules. Works on multiple functional tasks that tend to be of medium technological complexity. Identifies and recommends functional and technological solutions. Works on one or more projects as a team member. Acts as a subject matter expert for one ERP functional area. May coach more junior technical staff.

• Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. Generally follows documented procedures and checklists.   

• Intermediate professional level role. Provides Tier 1 and Tier 2 support of medium to high complexity. Works in a team as a team member. May coach more junior technical staff.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

$73,840.00 - $107,120.00 Annual

The actual salary will vary based on applicant's location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

We're dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.