What are the responsibilities and job description for the Senior Field Technical Support Specialist position at James Hardie?
James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie®, TimberTech®, AZEK® Exteriors, Versatex®, fermacell®, and StruXure®.
With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we’re united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.
For more information, visit www.jameshardie.com.
Summary
Location: Pulaski, VA.
Travel: 50-75%
The Senior Field Technical Support Specialist ensures seamless IT integration across manufacturing facilities by serving as the key liaison between Corporate IT and plant operations. This role provides onsite support, drives alignment with JH IT standards, and enhances the performance of plant IT systems and infrastructure.
What You’ll Do:
Onsite IT Support:
James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.
James Hardie will comply with any applicable state and local laws regarding employee leave benefits,
including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces
Act, in accordance with its plans and policies.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we’re united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.
For more information, visit www.jameshardie.com.
Summary
Location: Pulaski, VA.
Travel: 50-75%
The Senior Field Technical Support Specialist ensures seamless IT integration across manufacturing facilities by serving as the key liaison between Corporate IT and plant operations. This role provides onsite support, drives alignment with JH IT standards, and enhances the performance of plant IT systems and infrastructure.
What You’ll Do:
Onsite IT Support:
- Work closely with the IT help desk, server team, and network team to ensure efficient problem resolution.
- Provide expertise and guidance to plant staff on IT-related inquiries and "How to" questions.
- Offer troubleshooting support for internal customers using PCs, Microsoft Windows, and Microsoft Office
- Coordinate handling all plant questions and day-to-day problems related to information technology.
- Install, configure, and maintain Windows desktop and laptop computers in a manufacturing environment
- Monitor plant service desk tickets and take necessary actions to respond to or resolve issues promptly.
- Act as a bridge between Corporate IT and manufacturing facilities, ensuring alignment with IT standards and priorities.
- Serve as the primary point of contact for IT-related matters at the plant locations.
- Communicate regularly with customers, vendors, plant staff, and corporate IT staff to address plant IT needs and challenges.
- Collaborate with process controls to support and troubleshoot technical issues.
- Plan, coordinate, and install end-user and network devices to maintain operational efficiency.
- Collaborate with corporate staff on network hardware upgrades and maintenance.
- Maintain statistics and provide summary reports to management.
- Assist with the administration of computer inventory and refreshes.
- Provide backup coverage for other regions when necessary.
- Participate in the on-call support rotation.
- Demonstrate flexibility by addressing a variety of IT related operational requests from the manufacturing/plant teams.
- Travel as needed to plants in your area to meet the demands of the role.
- Must be eligible to obtain and maintain company-issued credit card, which requires credit check in accordance with company policy, card issuer guidelines and applicable laws.
- Bachelor's Degree preferred or equivalent work experience and certifications.
- 5 years of experience in IT support or a similar capacity.
- Proficiency in supporting Windows, Desktop, and Networking.
- Additional experience preferences:
- MS Cloud Environments
- CISCO networking hardware
- Familiarity with InTune or similar provisioning software
- experience supporting conference room A/V equipment
- Ticketing tools such as ServiceNow
- Good written and verbal communication skills.
- Proven ability to build relationships and work collaboratively with strong customer service skills.
- Self-directed and able to work independently.
- Strong problem-solving skills and the ability to discern when issues need escalation.
- Willingness to travel regionally; Travel is approximately 50%
- Compensation: competitive salary and bonus eligibility
- Insurance: day-one health coverage medical, dental, vision, life insurance
- Paid Time Off: vacation and company holidays
- Retirement: 401(k) with 6% match
- Investments: Employee Stock Purchase plan (ESP)
- Work-Life Balance: parental leave, wellness programs
- Purpose. Impact. Community: Sustainability Initiatives | James Hardie
- More: Click here to learn more about our benefits
James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.
James Hardie will comply with any applicable state and local laws regarding employee leave benefits,
including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces
Act, in accordance with its plans and policies.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.