NOC Support Specialist

About Us:

As a company, we promote a culture of honesty and integrity, and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us!

If you are seeking to be a part of a family, this is the place for you!

Maersk Warehousing and Distribution USA LLC handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving, storing, processing and dispatching cargo, so we can build flexibility and resilience into the supply chain process.Our integrated solutions allow us to be prepared for supply chain risks, so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience, connections, and deep expertise across different sectors, industries, and transportation modes, means we can be counted on for process excellence that will save time and money.

Opportunity

The NOC Support Specialist role is a technical support function that is rendered from a central Network Operations Center; i.e. the NOC. The NOC supports approximately 40 Distribution Centers which have large conveyor & sortation systems and operates 24x7. The service is delivered remotely via our ServiceNow CMMS tool. The role includes identifying problems, doing initial fault finding, escalating tickets, coordinating field technicians, and managing customer enquiries to achieve MHE service goals. The position is based in Santa Fe Springs, CA, and reports to the NOC Manager. It requires no travel, outside of coming into the office. Certain shifts can be worked from home, including having flexible hours and choosing which days of the week to work.

Key Responsibilities:

The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Staff the Help Desk at NOC facility; receive calls, identify problems, do initial fault finding.
• Track operations across the Maersk warehouse portfolio, using NOC tools.
• Have a basic understanding of conveyor and sortation technologies in order to assist with analysis of breakdown (training will be provided).
• Use, understand and interpret NOC tools, including ServiceNow CMMS, Preventative Maintenance tools, range of warehouse metrics (KPI's) and video camera feeds.
• Escalate CMMS workorders according to Company Procedures (SOP's).
• Deal with Customers in a professional and friendly manner.
• Answer telephones, emails and other channels of calls being logged.
• Be able to work 8-hour shifts at a time (different shift options are available)
• Stay cool under pressure, provide expert advice.
• Generate management level reports on service failures, statistics and trends.
• Willingness to do whatever is necessary, to help solve customer problems.
• Results-oriented, makes things happen, ability to move fast, innovate and simplify.
• Track issues through to resolution.
• Provide assistance with Infrastructure and Business Application uptime.
• Knowledge and practice of service management tools and issue tracking systems.
• Incident tracking/management, escalation triage.
• Conveyor System and Application support (WCS).
• Ability to create SOP/KB documents.

We Are Looking For:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions. Tracking issues and resolutions in detail through a designated ticketing system.
• Technical Skills; be proficient in Excel, Word and PowerPoint. Have the ability to learn and understand basic WCS operating procedures (training will be provided). Data driven, working to triage issues in defined areas, Task and incident management and escalation.
• Communication - Speaks clearly and concisely using proper grammar in both oral and written communication. Have the ability to communicate with MHE customers and business leaders.
• Results Orientation - Focuses on the desired result of one's own work, setting challenging goals, putting effort on the goals, and meeting or exceeding them even when under pressure.
• Be able to assist customers and solve their problems with the NOC tools that are provided to the Help Desk Operator.
• Be a reliable and motivated team player.
• Have a positive, can-do attitude.
• Availability, capacity, and performance - Proactive and Reactive monitoring, service availability, time-management, understanding of performance metrics expectations.

Company Benefits :

• Medical
• Dental
• Vision
• 401k Company Match
• Employee Assistance Program
• Paid Time Off
• Flexible Work Schedules (when possible)
• And more!

Pay Range:

$67,000-$75,000*

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

You must be authorized to work for any employer in the U.S.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing .