Field Support Coordinator

Job description

Job Description

SUMMARY

The Hobart Service Division is seeking a critical role to provide support and training to Hobart field employees. Under the general direction of the Business Optimization Manager, a Field Support Coordinator will be an expert in current system processes to adequately analyze business operations and promote process efficiencies. He or she will understand all aspects of the business both procedurally and systematically to provide proper assistance to the field users inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* (80) Provide multi-dimensional support to all departments and evaluate inquiries to determine the need for technical enhancements or re-training opportunities to improve productivity and efficiency in roles such as Dispatchers, Technicians, Administrative associates, Parts, Management, and Troy/Piqua departments.
* Collaborate with the IT department to create, test, and implement various system enhancements and/or replacements.
* Manage worker creation and system access requests as applicable.
* Actively leads and participates in branch and service contractor conversions including but not limited to systematic customer and equipment location updates as well as delegation of other tasks across departments as required.
* Performs other special projects and assignments as requested related to improving performance and the ITW Toolbox initiative.
* Provide support as subject matter experts for various systems and topics.
* Assist with analyzing branch operations to develop and implement plans to achieve required control and maximum efficiency of administrative procedures and more profitable management of said operations.
* Develop and maintain all field training documentation and online training courses related to branch system operations.
* Understand how to leverage various reporting tools to address areas of opportunity at the branch level.
* Utilize tracking and virtual systems such as TRACK, DevOps, and LogMeIn Rescue.
* Communicate appropriately to the organization as required to support change management or best practices.
* (20) Participate in the review and editing of Record of Retention and Internal Control Questionnaire per ITW policy.
* Directs and coordinates installation of computers in assigned branches, provides training assistance for systems, and periodically monitors use of controls in computer systems.
* Assist the IT Service Desk with various system inquiries and ability to evaluate such inquiries to provide the appropriate solutions.
* Assist the Data Integrity Team with various data entry and cleanup tasks.
* Other duties as assigned.