PRODUCTION SUPPORT SPECIALIST - DALTILE

Overview

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.

 

Responsibilities

  • Take and Log support calls for SSC locations on OASIS.

  • 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
      • Provide work around options for existing defects
      • Log new defects if identified
      • Printer Re-sets
      • Printer Re-routin
    • 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.

Qualifications

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

 

Experience:

 

  • 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

Competencies:

  • 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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