RDC Support Engineer

2 months ago

Fort Worth, United States TireHub, LLC Full time
Job DescriptionJob Description

RDC Senior Support Engineer

Role Summary:

The RDC Support Engineer role plays a pivotal role in optimizing TireHub’s warehouse operations by integrating, maintaining, and enhancing warehouse devices. This position will be an integral part of TireHub’s IT Department, helping to define processes and procedures to support the day-to-day operation of the Regional Distribution Center (RDC) and providing support to designated TireHub Logistics Centers (TLCs). The RDC Support Engineer must be proficient in both device management and general IT infrastructure to ensure reliability and efficiency of TireHub’s technology infrastructure.

The individual must exhibit the following TireHub core commitments:

  • Approachable - If a company could smile, we would. Instead, we rely on our people to show it. We care about each other and our customers because we know business only gets done right when people respect each other and value relationships.
  • Adventurous - What TireHub is set up to do is intentionally outrageous. So, we readily embrace challenges with the courage to introduce new ideas and the ambition to build something unique.
  • Relentless - We tackle our work with energy. We deliver on our commitments with enthusiasm. And we don't give up until we get to the end. 
  • Speedy - Speed is the currency in the tire industry. When we commit to a job, we get the job done – and we do it fast. 

Role Specifics:

· Provides expert technical support for the warehouse devices, StayLinked software, and their integration with the Körber (formerly HighJump) Warehouse Management System.

· Leads integration, improvement, and replacement of devices into TireHub’s warehouse ecosystem, as well as configuring, troubleshooting and maintaining them to ensure optimal performance.

· Conducts regular system audits to ensure the health and performance of the entire technology stack.

· Performs regular inventory audits to confirm that on-site systems align with inventory documentation.

· Manages cases/tickets and provides resolution and documentation via IT Service Management Software (ServiceNow, Jira).

· Collaborates with warehouse teams to understand their operational needs and tailor device configuration and associated software setup accordingly.

· Conducts training sessions to warehouse staff on the effective use of the specified devices and associated applications.

· Configures and optimizes the software solution for efficient communication with devices and our Warehouse Management System (Körber).

· Troubleshoots and resolves any issues related to software to minimize disruptions in warehouse operations.

· Evaluates documented resolution and analyze trends for ways to prevent future problems.

· Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

· Completes other tasks assigned by the RDC Leader, Sr. Leader of Infrastructure, or another member of leadership.

· Ensures individual personal adherence to TireHub policy, procedure, and guidelines.

· Collaborates with local Operational Leaders and TLC support as needed.

· Participates and maintain ongoing training requirement through in-class, in-person, or computer-based learning modules as assigned.

Competencies:

· Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

· Manages Ambiguity: Operating effectively, even when things are not certain, or the way forward is not clear.

· Drives Results: Consistently achieving results, even under tough circumstances.

· Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.

· Computer Literacy: Using computers effectively and efficiently in the working environment.

· Data Gathering and Analysis: Collecting, consolidating, and using relevant information: recognizing important information; tracing possible causes of problems, and searching for practical data/solutions.

· Usage of Technical Expertise: Acquiring and applying technical functional knowledge in one’s own technological area of specialty.

Education/Experience:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Proven experience as a Support Engineer with a specific focus on Zebra devices, iPads, and related software.

Required Knowledge, Skills, and Abilities:

Software Experience:

  • 3+ years of experience using IT Service Management (ITSM) software to manage cases, requests, and incidents.


Configuration and Troubleshooting Experience:

  • 3+ years of experience with configuration of Zebra Tablets, Handheld devices, Scanners, Cradles, Keyboards, and Printers.
  • Familiarity with iPads, Zebra devices (models VC8300, MC9300, DS3768), Scanners, printer (models ZQ521 and ZT411).
  • 3+ years of experience with warehouse processes and procedures related to devices.
  • 2+ years of experience with IT Infrastructure support. Basic desktop management, basic network (wired/wireless) troubleshooting.
  • 3+ years of experience with iPad support.
  • Knowledge of basic computer hardware, including laptops, desktops, mobile devices, tablets, Smartphones, printers, and wireless access points.
  • Knowledge of maintaining inventory and documentation of inventory.
  • Ability to work while on-location and traveling, and to provide constant progress updates to leadership.
  • Ability to work independently, collaboratively in a team environment, as well with 3 party suppliers and partners.
  • Confidentiality in handling sensitive information.
  • Strong understanding of warehouse operations and logistics.
  • Excellent problem-solving and communication skills.

Preferred Knowledge, Skills, and Abilities:

  • Certification in IT infrastructure, device management, or related areas, are a plus.
  • Experience with Körber Warehouse Management System.
  • Familiarity with StayLinked software configuration and impact.
  • Working knowledge of Jira Service Desk or ServiceNow, to work on cases/tickets.
  • Detailed-oriented and able to perform in a fast-paced environment.
  • Demonstrated success in distribution, retail and/or warehousing.
  • Certification is a plus (CompTIA: A+, IT Fundamentals (ITF+), Network+).
  • Strategic thinking, analytical problem-solving, and organizational skills.

Working Conditions:

  • Most of the time is spent sitting, constantly viewing monitors, with the capability of reading 8-inch screens with high-definition 1080p resolution, in a comfortable position with frequent opportunity to move around. There may be occasions to move or lift light articles, up to approximately 50 pounds.
  • Must be able to work flexible hours during routinely critical time to support the department.
  • This role reports in-person daily to RDC.
  • Must be able to travel up to 50% to TLCs, RDCs, and headquarters.

This role is based out of TireHub's location in Fort Worth, Texas.

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