PRODUCTION SUPPORT SPECIALIST - DALTILE
Join the largest manufacturer of tile and natural stone in the United States and watch your career stand out with Dal-Tile, a subsidiary of Mohawk Industries.
Our close-knit team of dedicated professionals has made us the success we are today. In exchange for their hard work, we support our people with a family-friendly work environment, a commitment to promoting from within, unique benefits that go beyond just medical and dental, and a belief that every employee deserves a productive life outside of work. If this sounds outstanding to you, take the first step forward and explore a career with Dal-Tile.
The Production Support Specialist role is to provide daily support to users on SSC systems (OASIS, JDE, Reporting, etc.). This individual will apply proven communication, analytical and problem-solving skills to help support the field on a daily basis.
Take and Log support calls for SSC locations on OASIS.
- Order Management System issues
- Inventory Management System issues
- Changes to systems caused by new code being deployed
- Resolves problems at 1st level at least 90% of the time
- Performs 2nd Level support on exception basis
- Monitor SSC Network Outages
- Respond To:
- How To Questions related to order and inventory management systems
- Provide work around options for existing defects
- Log new defects if identified
- Printer Re-sets
- Printer Re-routing
- Set-up new Customers in the B2B process
- Take B2B Support Calls:
- How To Questions
- Resolve and trouble shoot Customer Issues with Sales or Customers directly.
- Helps maintain and document Support Documentation to ensure accuracy of information provided to users
- Ensure SOX compliance for request submitted or when resolving issues
- Provide support to the Solution Analyst where needed
- Participate in the defect testing for each System Release Cycle
- Performs other related duties as required.
- Must be able to write SQL series
- Basic ERP knowledge (inventory and order management systems)
- Must have experience resolving customer issues via phone
- Questions regarding technical assets specifically related to ordering and inventory management
- When new code is deployed, must be able to explain the changes – not only what changed but why
Education and Knowledge:
High School Diploma required.
College diploma or university degree in the field of business administration, computer science, accounting, or management information systems preferred
- Some experience with core software applications, including JD Edwards, Sterling Commerce, SAP, Oracle etc.
- System Production Support experience preferred.
- Experience with core software applications, including Microsoft Word, Microsoft Visio, Microsoft Excel, Microsoft Access
- Experience working in a team-oriented, collaborative environment
- Excellent understanding of the organization’s goals and objectives.
- Excellent written and oral communication skills.
- Excellent listening and interpersonal skills.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and creative problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Proven data analysis, data verification abilities.
- Ability to absorb and retain information quickly, specifically complex technical information.
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