What are the responsibilities and job description for the Multi-Side Control Center (MSCC ) Agent position at Knapp Inc?
WHO WE ARE
At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com..
WHAT YOU GET TO DO
The task of a Multi Side Control Center Agent (MSCC Agent) is to make sure Customer sides are monitored properly, potential Incidents are tracked and worked on and ensure a long-term solution will be provided. They are the main point of contact from Service Desk on route cause analysis for all Service desk Tickets. An MSCC Agent also handles all matters to the logistic operations and its machinery such as Incident, Problem and Change Management.
The role of an MSCC Agent therefore combines technical and administrative responsibilities. Another function is the coordination between KNAPP and its customers to finetune their operations. They work as part of a team for KNAPP customers and interact with computer systems, software, engineers and end users to increase stability, efficiency and establish best practices.
Essential Functions and Responsibilities:
- Supporting of root cause analysis and incident resolution on all P1/P2 Tickets.
- Providing frequent technical updates per mail or in a bridge call to KNAPP customers during an ongoing escalation.
- Actively monitoring customer sites and proactively resolving potential Incidents.
- Support our customer on all technical and operational matters and questions.
- Work with KNAPP subsidiaries and subject matter experts to ensure an efficient communication and problem resolution.
- Coordinate and ensure a proper documentation of root cause analysis and incident resolution.
WHAT YOU HAVE
- Have a Bachelor’s Degree in Business and/or Logistics (preferred) or related field, or equivalent experience.
- An understanding of warehouse operations and supply chain management.
- 3-5 years related experience in warehousing, high volume manufacturing, distribution, production planning and/or transportation environment.
- Working Knowledge of Linux, Java, Oracle and SQL.
- Knowledge of warehouse management systems and warehouse control systems.
- An engineering industry background complimented by recognized experience.
- Operational experience within and automated distribution facility
- Strong skills in report development
- ITIL Foundation
- Skills necessary
- Technical Knowledge Requirements
- Excellent verbal and written communication skills
- Self-motivated and a proactive approach to problem solving
- Proven organisational skills
- Customer focused
- Strong interpersonal skills
- Team orientated
- Able to lead and motivate others & able to work autonomously with a minimum of supervision
Working Conditions and Environment:
- Authorization to work in the U.S.
- Passport or ability to obtain passport
- Professional office etiquette is required at all times
- Travel required 50%
- Overtime as required by work
- Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length.
WHAT YOU WILL GET
- 2 remote days per week when in office
- Half day Fridays when in office
- A beautiful new, state-of-the-art, office complex in Kennesaw, GA
- Industry competitive compensation
- Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
- 401k with a very generous employer match and no vesting!
- Paid Vacation & Holidays
- Profit Sharing
- Paid Parental Leave
- Subsidized Daycare
- Tuition Reimbursement
- Pet Insurance
- Subsidized food delivery
- Monthly celebrations
- Quarterly employee events
- Corporate Social Responsibility including recycling, sustainability and volunteering
KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.
Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”
