Job Summary:

At Estes, we are working to not only transform the company but the industry at large and we are looking for technology analysts dedicated to our field operations to help with that change. The Field Success Management (FSM) Analyst I will have the opportunity to deliver unparalleled customer service to our field personnel to help ensure high productivity and resiliency across all Estes terminals. By becoming a member of the FSM team, you will work collaboratively with other teams to resolve common issues related to field operations and assist with developing best practices and training aids that will enable the field to operative efficiently. If you're ready to make a real impact and thrive in a dynamic, supportive environment, the Field Success Management team is the perfect place for you.

• Provide frontline support and troubleshooting assistance to field operations regarding the use of software applications and field equipment (e.g., tablets, mobile handhelds, freight dimensioning equipment, scales, telematics equipment, etc), escalating complex issues to higher-level FSM analysts or Tier 3 support as needed.
• Aid in the distribution of technical knowledge and mentoring on fundamental best practices associated with software and hardware applications used in freight movement within the Estes network.
• Assist field users in understanding and implementing best practices to accomplish their tasks efficiently, following established procedures and guidelines.
• Contribute to the maintenance of documentation detailing support interactions, common issues, and resolutions.
• Collaborate with IT technical resources and vendors to stay informed about new processes and standard practices, seeking clarification and guidance from colleagues as necessary.
• Support leadership in the implementation of best practices and process improvement, following instructions and guidelines provided by senior FSM team members.
• Participate in the evaluation of hardware and software issue trends, providing input and observations to support the recommendation of improvements.
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications:

• College diploma or university degree and equivalent work experience showing proven results.
• 2 or more years of experience working LTL Freight Operations with specific experience around Inbound and/or Outbound freight operations processes, tools, and systems required.
• Passionate commitment to delivering exceptional customer-focused service to fellow co-workers and customers.
• Excellent communication skills including listening, verbal, and written; demonstrated experience summarizing technical efforts and how they align to business outcomes required.
• Thrive in a highly collaborative, fast-paced environment.
• Must have ability to identify, analyze, recommend, and implement automation and/or training opportunities.
• Rapidly adapt and respond to changes in environment and priorities.
• Ability to communicate in both technical and user-friendly language.
• Experience with Jira Service Management or other service management tools preferred.
• Strong Microsoft Office skills required.
• Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job.
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States

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. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.
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. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.