Technical Support

Genuine Parts Company•Birmingham, AL

About The Position

At Motion Industries (Mi), the Mi IMS Technical Support person is an expert in system set up management, and troubleshooting our third party vending and RFID solutions, as well as our proprietary VMI and Repair/Warranty applications. This position has a high degree of interaction with branch personnel, customers, and 3rd party providers to effectively manage our deployed solutions.

Requirements

Bachelor's degree or equivalent or two years of work experience troubleshooting systems for customers
Understanding of computer hardware, networks, server setup, e-mail functions, security, and LAN protocols
Experience and knowledge of SQL, MSSQL, Crystal Reports a plus
Strong working knowledge of MS Office products including Excel, Word, Outlook
Familiarity with manufacturing and inventory management a plus
Ability to grasp software concepts and learn quickly
Experience in troubleshooting software and hardware over the phone or via e-mail
Effective communicator with ability to explain things logically while maintaining a professional demeanor in stressful situations
Ability to work with little or no direct supervision
Solid understanding of software and analytics to analyze and interpret data
Critical thinking and problem solving ability synthesize findings from analysis and draw conclusions
Strong written and verbal communication skills to manage across functions at various levels
Self-motivated with the desire to succeed and motivate others

Responsibilities

Import and manage data for vending, VMI, warranty/repair, RFID, and other software applications
Train customers on vending, VMI, warranty/repair, RFID, and other software
Coordinate customer requests for technical support, working through to conclusion
Provide technical expertise to branches & customers to resolve system and machine issues
Document all support tickets including corrective action, closure comments
Add information to the online Knowledge Base
Assist other Mi IMS Technical Support personnel with support calls
Assist customers in setting up access to the system (i.e. CribMaster Web)
Work with CribMaster and customer to develop custom reports
Advise Motion IT and 3rd party software providers about enhancements and bugs
Work with Sales to help define technical requirements for installations or custom work
Address customer inquiries promptly
Ensure ongoing follow-up for issue resolution as required
Evaluate vending inventory usage and levels and recommend optimized inventory configuration