Job description
The Supervisor, System Support Center is responsible for coordinating activities in the SSC to ensure an effective and efficient operating environment. Working with various other departments within the organization, providing consulting services utilizing their broad knowledge to resolve service calls. Forming and cultivating relationships with process team members will be a priority. After initial training, the Support Specialist is expected to independently troubleshoot, analyze and resolve 50% or more of service calls they receive, plus train and direct the others to call resolution. The Supervisors, System Support Center are responsible for supporting internal and external customers with various systems and hardware configurations. The Supervisor, System Support Center will be presented with new and unique issues approximately 40 to 60% of the time. The Supervisor, System Support Center is responsible for utilizing predictable and documented troubleshooting procedures and skills. The Supervisor, System Support Center will be responsible for directing workflow and leading projects. 60%- 75% of time will be spent working directly with customers. 25%-40% of time will be spent performing administrative activities such as project leadership and workflow oversight. The Supervisors, System Support Center will also be on call 24 X 7 on a rotational basis to resolve or escalate any off hour issues.
Principal Duties & Responsibilities:
Tasks:
- Coordinates tasks within the SSC.
- Performs troubleshooting, analysis and resolution as applicable.
- Escalates and retains ownership of all opened and unresolved service calls.
- Monitors and suggests process improvements for team tasks and other business area tasks.
- Documents and resolves problems per standard operating procedures.
- Communicates with all areas to ensure a smooth efficient flow of information.
- Provides management reporting on the status of projects/work.
- Provides consulting services to other areas as required.
- Participates in other projects as they pertain to the needs of the position.
- Performs other tasks as assigned by management.
- Forms and builds working relationship with process team members for the purpose of communicating problem issues and improving process.
- Works with BSA’s and QSA’s to develop training tools.
Leadership:
Facilitates flow of communication between management, BSA’s, QSA’s and team by leading daily activities and meetings.
- Clarifies questions pertaining to job assignments. Reassigns staff duties for workload variance. Implements work schedules.
- Understands and participates in controlling department expenses and improving productivity.
- Provides management with feedback for process improvements.
- Assists with training of new hires. Assists with training of team members with issues pertaining to process improvements and service initiatives.
- Accountable for driving achievement of key customer service measurement improvement.
- Organizes and leads special project assignments.
- Assists employees with Performance Excellence process.
- Performs other duties as assigned.
Preferred Education & Experience:
Strong oral and written communication skills, with the ability to communicate to various levels of management as well as with external Grainger customers.
- Ability to work on cross-functional teams.
- Ability to adapt to changing business processes, technologies, and environments.
- Excellent organizational skills.
- Strong analytical and problem solving skills.
- A complete understanding of the processes of the team.
- Strong PC experience required.
- Strong interpersonal skills.
- Must be proactive and able to work with little or no supervision
“Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status.”
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