At Motion Industries (Mi), the Mi IMS Technical Support person is an expert in system set up management, and troubleshooting our third party vending and RFID solutions, as well as our proprietary VMI and Repair/Warranty applications. This position has a high degree of interaction with branch personnel, customers, and 3rd party providers to effectively manage our deployed solutions.

Responsibilities

•  Import and manage data for vending, VMI, warranty/repair, RFID, and other software applications
•  Train customers on vending, VMI, warranty/repair, RFID, and other software
•  Coordinate customer requests for technical support, working through to conclusion
•  Provide technical expertise to branches & customers to resolve system and machine issues
•  Document all support tickets including corrective action, closure comments
•  Add information to the online Knowledge Base
•  Assist other Mi IMS Technical Support personnel with support calls
•  Assist customers in setting up access to the system (i.e. CribMaster Web)
•  Work with CribMaster and customer to develop custom reports
•  Advise Motion IT and 3rd party software providers about enhancements and bugs
•  Work with Sales to help define technical requirements for installations or custom work
•  Address customer inquiries promptly
•  Ensure ongoing follow-up for issue resolution as required
•  Evaluate vending inventory usage and levels and recommend optimized inventory configuration

Qualifications

•  Bachelor's degree or equivalent or two years of work experience troubleshooting systems for customers
•  Understanding of computer hardware, networks, server setup, e-mail functions, security, and LAN protocols 
• Experience and knowledge of SQL, MSSQL, Crystal Reports a plus 
• Strong working knowledge of MS Office products including Excel, Word, Outlook
• Familiarity with manufacturing and inventory management a plus 
• Ability to grasp software concepts and learn quickly 
• Experience in troubleshooting software and hardware over the phone or via e-mail Effective communicator with ability to explain things logically while maintaining a professional demeanor in stressful situations 
• Ability to work with little or no direct supervision 
• Solid understanding of software and analytics to analyze and interpret data 
• Critical thinking and problem solving ability synthesize findings from analysis and draw conclusions  Strong written and verbal communication skills to manage across functions at various levels
• Self-motivated with the desire to succeed and motivate others

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.