Key Responsibilities:
1. Manage and Lead Support Team: Oversee a team of support engineers, providing guidance, mentoring, and support to ensure their success. Assign tasks, set performance goals, and conduct regular performance evaluations.
2. Technical Issue Resolution: Respond promptly to FbM support requests, diagnosing and troubleshooting software and hardware issues. Provide hands-on assistance when necessary and escalate complex problems to appropriate teams.
3. Incident Management: Implement and maintain incident management processes specific to the FbM, ensuring timely resolution of technical issues and minimizing disruptions in warehouse operations. Track and report on incident metrics, identifying trends and areas for improvement.
4. User Support and Training: Provide excellent customer service to the end users by addressing their FbM-related questions, concerns, and issues. Develop training materials and conduct training sessions to enhance user knowledge and proficiency in utilizing the FbM effectively.
5. Documentation and Knowledge Base: Create and maintain comprehensive documentation, knowledge base articles, and standard operating procedures for FbM support processes and troubleshooting. Ensure the knowledge base is easily accessible and up-to-date for both the support team and end-users.
6. System Integration and Enhancements: Collaborate with cross-functional teams, including IT, operations, and logistics, to support FbM related projects, integrations, and enhancements. Provide input on system upgrades, deployments, and technology roadmaps to improve warehouse efficiency and productivity.
7. Performance Monitoring and Reporting: Monitor key performance indicators (KPIs) related to the Team management, Incident / Request performance indicators, and analysis of better ways to improve support and productivity. Generate regular reports and analysis to identify areas for improvement and implement corrective actions.
8. Continuous Improvement: Stay updated with industry best practices and emerging technologies related to warehouse management systems. Proactively identify opportunities for process improvements, automation, and optimization within the FbM support operations.
We Are Looking For:
Bachelor’s degree in Information Technology, Industrial Engineering, Supply Chain Management, or a related field (or equivalent experience).
Proven experience in managing warehouse management systems, Depot management systems or yard management systems support operations, preferably in a leadership role.
Strong technical knowledge and hands-on experience with WMS, YMS, DMS software, databases, interfaces, and related technologies.
Proven experience managing a software level 1 support operational.
Excellent problem-solving and troubleshooting skills with the ability to analyse and resolve complex technical issues in a time-sensitive warehouse environment.
Effective leadership and team management abilities, with a track record of fostering a positive and collaborative work environment.
Exceptional communication and interpersonal skills to interact with diverse stakeholders, explain technical concepts to non-technical users, and build strong relationships.
Proficient in documenting processes, creating user guides, and maintaining a knowledge base for FbM support operations.
Familiarity with incident management frameworks, ticketing systems, and warehouse operations.
Ability to adapt to a fast-paced, changing environment and manage multiple priorities effectively.
Click here to Apply Online