MFG Systems Application Support Supervisor

Perdue Farms, Inc•Salisbury, MD

61d

About The Position

Perdue Foods has a goal of becoming the most trusted name in premium proteins by creating products for consumers and for retail and foodservice customers around the globe while changing the way animals are raised for food. It is part of Perdue Farms, a fourth-generation, family-owned food and agricultural business deeply rooted in tradition yet with a forward-thinking mindset. We believe that success starts with our people, and our culture is built on a foundation of teamwork, integrity, and respect, where every voice matters and everyone is encouraged to contribute to our shared goals. We are dedicated to creating a supportive, inclusive environment where associates feel valued and inspired to make an impact, both within the company and in the communities we serve. From promoting growth and development to prioritizing work-life balance, we're committed to helping our team members thrive. That's Perdue. Summary This position is responsible for providing team leadership and supervision for the Applications Support Center (Tier 1&2) staff. The position duties include strategic planning, i.e., developing procedures, analyzing information, training and vendor interface to tactical (scheduling, coaching, and reporting). The position bears primary responsibility for the operation of the ASC. Position will ensure applicable software tools i.e., CFS, SAP, Kronos, CAT2, etc. required by facility operation are working properly. Any exceptions will be addressed by support staff to eliminate conditions. Escalation to internal and external resources including the vendor will be executed to minimize impact to business.

Requirements

BS degree or equivalent related work experience in Computer Science, Information Technology, Engineering or Business Management
2+ years of responsible management experience and direct management experience within large automation systems projects in a mulit-division company.
Specialized or technical knowledge, credentials or licensing required for the position include: Must possess experience in software, hardware (hand-held, printers, scales, etc...), bar-coding, and help desk operations.
Possess supervisory skills, customer services skills, PC skills, fundamental understanding of Linux, and Window OS.
Knowledge of specific applications used within supply chain. Must have working knowledge of help desk/problem management software (such as Remedy) and ability to manage, maintain and utilize features and functions available through the software. Some formal training in workgroup coaching and development is desirable;
Strong written and verbal communication skills and excellent interpersonal and organizational skills when dealing with help desk associates and customers; thorough knowledge of help desk concepts and procedures in logging, tracking, escalating and resolving problems/issues; must be customer focused;
Must be willing to travel occasionally to attend training or seminars.
Must be able to provide support off-hours for problems and staffing coverage.

Nice To Haves

Help desk experience using problem management software in a Corporate IT/Manufacturing Systems environment is desired.
Experience working for large organizations and demonstrated organizational awareness.
Experience with formal problem-solving methodologies such as Lean Six Sigma training.

Responsibilities

Supervises the Application Support Center, which monitors the performance of plant systems, provides direct support to plant customers on CFS, SAP, Kronos, CAT2, and other approved systems as needed. Communicates and works with the staff to correct issues and implement new features or services. Develop training and operational documentation and SOPs.
Communicates effectively and accurately, both oral and written, problems with systems and timely follow-through on problem remediation. Follows appropriate escalations and final resolution reporting for significant incidents. Communications paths include users, peers, management and customers and associated vendor trouble reporting systems. Provides daily, weekly and monthly reporting of the center's performance.
Supports actively the Quality Improvement Process (QIP) and demonstrates commitment through the use of its concepts (teambuilding, Zero Defects, DIRFT, etc.) and tools (measurement, process models, OFI, etc.)
Develops and maintains a fully functional and knowledgeable support staff that meets or exceeds customer requirements
Supervises employees, sets priorities, assigns work, and completes associate performance evaluations. Recruits and retains staff. Reports on ASC problems, tracking, resolution times, problem categories, etc. Maintains daily, weekly, monthly and yearly metrics.
Ensures a disaster recovery plan is in place for the responsible systems platforms. Completes testing of the plan at least annually.
Monitors, maintain and publish daily support reports.
Maintains level of expertise in concepts and procedures required to support systems.
Carries out assignments delegated by management as required.
24x7x365 scheduling of ASC staff. Works with other support resources to close loops to maintain off-hour support.
Works with our technical resources and customers to ensure processes and procedures are followed. Fully utilize.