Manufacturing System Analyst

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

TECHNICAL SKILLS

Respond to incidents from end users regarding hardware, software, networking, smartphones, conference rooms, printers, and other technologies. Collect and analyze relevant information by interviewing users and guiding them through diagnostic procedures to identify root causes and troubleshoot issues. Strive for first-call resolution and ensure timely logging and tracking of incidents in the Service Desk system.

Manage problem recognition, research, isolation, and resolution for user problems, striving to prevent future incidents. Conduct thorough follow-ups and engage in root cause analysis, referring more complex issues to supervisors or technical staff as needed. Maintain comprehensive history records and related problem documentation within the Service Desk system.

Fulfill service requests from end users related to hardware, software, and other technologies. Provide timely updates and completion status to users through various communication channels, ensuring a high level of customer satisfaction. Log and track service requests in the Service Desk system to maintain accurate records and facilitate efficient follow-up.

Utilize the Knowledge Centered Services (KCS) methodology to develop and maintain technical documentation, processes, and procedures in the knowledge management system. Create new knowledge articles during incident resolution or link relevant existing articles to provide accurate and timely information. Ensure knowledge is continuously updated and easily accessible to enhance service delivery and support efficiency.

Configure, build, install, maintain, and support IT assets, including but not limited to RF barcode scanning handheld and forklift-mounted devices, desktop and laptop computers, tablets, manufacturing line label and barcode printers, the Manufacturing Execution System (MES), rugged smartphones, and any other IT-related equipment needed to support manufacturing and supporting functions.

Assist the Mobility and Desktop team as an on-site resource for conference room audio/video technology, kiosk iPads, and smartphones. Provide technical support and troubleshooting for these devices to ensure seamless functionality during meetings and events.

Assist the Network Services team as an on-site resource for cable patching and network troubleshooting. Provide support for desk and wireless phones, as well as wireless access points, ensuring reliable connectivity and communication throughout the manufacturing and office environments.

Assist the Digital Workplace team as an on-site resource for digital signage computers and displays, as well as personnel scheduler issues. Provide troubleshooting and support to ensure effective operation of digital signage systems and scheduling tools.

Collaborate with the Construction Engineer, Office Management teams, and the Manufacturing System Administrator to assist in implementing IT-related components for construction projects, new manufacturing lines, and office moves at assigned manufacturing locations. Ensure seamless integration of technology to support operational efficiency.

Utilize vendor technical support systems to determine corrective actions for hardware repairs. Install hardware and peripheral components on user premises or assist vendor service personnel during installations. Contact vendors to request service (RMA) for defective products and ship items for repair as needed.

Work scheduled hours as assigned to provide adequate backup Service Desk coverage when needed, including some weekend responsibilities to assist with system upgrades, validations, and project implementations for manufacturing and other IT-related systems. Respond to off-hours calls based on a scheduled rotation, ensuring prompt and timely resolution of issues.

Follow established procedures for the proper disposal of purchased IT equipment. Complete the required disposal form and submit it to the Asset Manager to ensure compliance with organizational policies and environmental regulations. Maintain accurate records of disposed assets to support inventory management and auditing processes.

Collaborate with team members in developing and maintaining policies, procedures, standards, and associated plans for high performing IT systems, following industry-standard best practices.

SOFT SKILLS

Conduct thorough research on technologies, offering in-depth analysis and a detailed breakdown of advantages and disadvantages for each option, including a well-supported recommendation with a comprehensive cost analysis. Consistently demonstrate the ability to clearly and effectively communicate complex ideas and concepts to both technical peers and non-technical staff. Effectively utilize communication skills to participate and lead crucial conversations to resolve conflict or differences of opinion of a technical and non-technical nature.Lead and contribute to the interaction with vendors/partners, providing relevant questions and business insight to help yourself and others fully understand vendor offerings. Convert technical analysis into discussion points, providing explanation to non-technical resources using examples, diagrams, and presentations; be able to deliver presentations to other teams and leadership.

Understand the value of promoting team engagement, team building activities, and Sargento cultural activities. Understand, encourage, and promote good work/life balance for yourself and others. Lead (by example) in demonstrating the Sargento key values of people, pride, and progress. Clearly explain Sargento values, 'hire good people and treat them like family', and how Sargento culture drives decisions and why it matters.

Lead inter-team and cross-team discussions on technical issues and process development and facilitate troubleshooting sessions.Participate in measurable continuous improvement activities of the environment and of individual skill sets for yourself and others as a student and mentor. Consistently use effective verbal and electronic communication to enable team interaction, communication, and evaluation of ideasacross technical and business teams. Actively and effectively engage with others to better understand ideas and positions from others, dissect complex processes, asking sometimes difficult but necessary questions.

Understand and mentor others in the understanding and use of SAFeAgile methodology, terminology, roles, and responsibilities to agile and non-agile personnel.Understand the value of agile in planning and practice across the Agile Release Train (ART); be able to explain stories, features, and initiatives from an initiative & idea perspective. Create & construct fully developed features, dependencies, deliverable acceptance criteria, and lead discussions with supporting teams; recommend initiatives and child features including dependencies on supporting teams to the PO as part of the feature roadmap.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate Degree in Computer Science or related field and 5+ years relevant manufacturing system or desktop hardware/software technical support experience required.

Requires experience with the installation, configuration, and support of the following: Windows, Android and Apple operating systems, productivity software, and Internet browsers in a networked environment; RF barcode scanning handheld and forklift mounted devices, label and barcode printers, rugged smartphones, and other related manufacturing systems; ERP and Enterprise Content Management and Collaboration system desktop components.

Requires experience working in a Service Desk environment.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock and vibration. The noise level in the work environment is usually moderate.