MES Support Specialist

Department: IT

Overview

The MES Support Specialist will be responsible for the maintenance, implementation, and continuous improvement of the MES/ERP applications that primarily support our manufacturing operations. Focus on incident response, database queries, data accuracy between systems (MES WMS/SAP/PLC/GQMS), and cross-department coordination. The role emphasizes troubleshooting, documentation, and learning the end-to-end manufacturing process.

Job Duties and Responsibilities

• Shop-floor incident response (primary):
  Triage and resolve MES issues (workstation errors, scan failures, routing/recipe problems, user permissions) to minimize downtime. This may require on-call availability for 24/7 support.
• Troubleshoot software issues:
  Investigate and diagnose problems reported by shop floor personnel or identified through system monitoring tools. Analyze log files, error messages, and user feedback to identify the root cause of issues and develop effective solutions.
• Database queries & data validation:
  Use SQL (read/queries) to validate WIP, MO status, pallets/containers, serials, and master data; prepare ad-hoc reports for each department.
• Cross-system coordination:
  Track and communicate data/interface issues across MES, WMS, SAP, and test equipment; escalate to senior engineer/vendor when needed.
• Collaborate with cross-functional teams:
  Work closely with production managers, software developers, and IT personnel to resolve complex software issues. Support system upgrades, integrations, and process optimization initiatives.
• User enablement:
  Create simple user guides, FAQs, and quick-reference checklists; deliver short training to line leads and supervisors.
• Maintain documentation:
  Create and maintain comprehensive documentation of software configurations, troubleshooting procedures, and incident resolutions. Ensure that the knowledge base is up to date and accessible to all stakeholders, enabling efficient knowledge sharing and problem-solving.
• Perform software testing and validation:
  Participate in software testing activities, including creating test scenarios, conducting functional and regression tests, and providing feedback to the development team. Validate software patches, updates, and new releases before deploying them to the production environment.
• Continuous improvement:
  Identify areas for process improvement and suggest enhancements to the shop floor software systems. Collaborate with the development team to implement these improvements and contribute to the evolution of software support practices.

Key Requirements and Competencies

• Bilingual
  English & Chinese
  preferred
  Mandarin
  proficiency for clear communication with Chinese-speaking teams
• Bachelor's degree in computer science, Software Engineering, Information Systems, or a related field.
• 2+ years of experience in supporting MES, ERP, and SAP systems in a manufacturing environment.
• Proficiency in troubleshooting software issues and performing root cause analysis.
• Solid SQL for reads/joins/filters; able to turn a question into a query and explain results.
• Familiar with Windows clients/servers; basic Linux navigation a plus.
• Excellent communication skills with the ability to convey complex technical concepts to non-technical users.
• Strong documentation habits and attention to detail.
• Ability to work independently and prioritize tasks in a fast-paced, deadline-driven environment.
• Understanding manufacturing flows (WIP, MO, routing, yield, rework) and shop-floor discipline.
• Willingness to learn, be hands-on at the line, and support on shifts as needed.
• Flexibility to work on-call as needed to provide 24/7 support.

Reports to:
Senior IT Engineer and IT Manager