Summary

This position provides effective management of a team or multiple teams within the Manufacturing Systems(MfgSys) Application organization that provides systems development and support. This manager will plan the workload and monitor status to ensure that solutions meet customer requirements on time and on budget. As a leader in the MfgSys Application organization, the manager will assist in achieving service goals through accurate and timely measurement of resource utilization and continuous improvement of procedures and techniques, manages the Support Center and provides build/run/support responsibility for standard labeling systems.  This position provides effective management of a team (multiple technologies) within IT which provides the first point of contact for providing quality support to the company’s inventory and order management systems enterprise-wide. This position is also fully responsible for continual collaboration other IT teams to maintain technical and organizational relevance and proficiency in the development and accurate documentation of solutions, process and procedures where methods and policies are inadequate or not established.  This position will work with other IT managers to identify root cause resolution and implement corrective actions to drive performance improvements.  This position will also be responsible for defining, measuring and training ASC team members on processes to continually improve.  

The salary range for this position is $126,000 - $190,000 per year, based on experience and qualifications with annual bonus available (variable depending on performance).

In addition to the base salary, Perdue offers a competitive benefits package, including medical/Rx, 401(k) with employer match after 1-year, critical illness, accident insurance, dental, vison, life insurance, optional group life insurance, short-term and long-term disability protection, flexible spending accounts and paid time off. 

Principal and Essential Duties & Responsibilities

• Ensures the delivery for high levels of customer service to the business through the appropriate use of people, process and technology. Monitors effectiveness of Application Support Center via scorecard and metric evaluation.  Analyzes performance, problem areas, and resolution opportunities in order to improve service delivery quality. Creates and distributes reporting on metrics for Customer Service, tracking, resolution times and problem categories. 
• Provides group and one-on-one training as required. Creates, documents, and trains users on new SOP’s, soft skill needs and any other training that focuses on our customers.
• Makes recommendations and develops processes and procedures for effective and efficient improvements for ASC operations and utilize automation software features to assist customer support associates to do their job.  Makes recommendations to management as to ways to gain efficiencies in the actions process, resource requirements, operating costs, associate training, etc.
• Manages support services associates to include selection, placement, and performance evaluations. Provides continuous feedback and delivers formal evaluations on time.  
• Ensures continued professional development for self and team members.  Encourages community service. Attend pertinent seminars, and identifies and justifies required training.
• Works closely with the business unit leadership to understand the key “support” issues and ensures that IT resources are focused on the highest payback opportunity to support long-range objectives of the business.  Works with business and other IT management to define and document long range plans. 
• Provides leadership in the transfer of new implementation of all technologies/infrastructures provided by IT to the Service One organization.  Ensures we are constantly challenging the status quo of our implementation process and focuses the team on continuous improvements in this support of business objectives. 
• Ensures that the IT function operates in compliance with all Company business, financial and HR policies and procedures and operates effectively with outside entities. 
• Maintains spending and staffing levels for the ASC that are within allotted budget. 

Minimum Education

• Bachelor’s degree or equivalent related education and work experience in Computer Science, Information Technology or Business Management

Experience Requirements

• 10 years manufacturing experience in similar or large organizations. 
• 4+ years of experience managing a team.
• 6+ years of systems design, development & support.
• Ability to travel (possibly 25%), to any customer area. 
• Experience in microprocessor based equipment, process control, Microsoft product knowledge, database administration and food processing operations.
• Knowledge of customer service practices, support methodologies and best practices.
• Relevant experience troubleshooting in a fast paced, highly complex environment.
• Excellent organizational skills with the proven ability to independently prioritize multiple problems/initiatives of high complexity.
• Demonstrated attention to detail and task management.
• Prior experience documenting and validating technical solutions and instructions for inclusion in a knowledge base.
• Outstanding oral and written communication skills with the ability to discuss technical information with non-technical individuals and work with all levels of management including executives.
• Self-motivated problem solver with experience in diagnosing issues and working them through to resolution.
• Ability to maintain confidentiality and work effectively with all levels in the organization.
• Project leadership skills.
• Prior experience supporting multiple applications in a complex corporate environment.
• Self directed and requires minimum supervision.
• Thorough knowledge of all customer service concepts and a demonstrated ability to handle high pressure support needs in a calm, respectful, professional and efficient manner.
• Working knowledge of help desk concepts and procedures in logging, tracking, searching, escalating and resolving problems/issues.
• Working knowledge of the processes and procedures of a data center.  Working knowledge of hardware operation, i.e., servers, printers, backup processes etc.  Working knowledge of automated scheduling and event management software.
• Must be able to analyze ticket data to identify trends and be able to graph results and make planned courses of action for improvement with the ability to meet aggressive deadlines to help the Company achieve optimum efficiency.
• Must be proficient in Office products.
• Must be process focused and committed to standardization and proper documentation. 

Experience Preferred

• MS degree is a plus.
• PMP (Project Management Professional) certification desired.

Environmental Factors and Physical Requirements

• Position is mostly sedentary but may require occasional moving to other offices, buildings or manufacturing sites.
• May need to move light equipment or supplies from one place to another.
• May need to access files, supplies and equipment.
• Work activity is in an office.
• When in a plant environment:
  • Exposure primarily consists of wet and moist floors which include metal and plastic grating surfaces.
  • May be exposed to temperatures of 28 degrees to 100 degrees Fahrenheit with both ambient and 100% humidity.
  • May handle product 25 degrees to 50 degrees Fahrenheit.
  • May be exposed to noise ranges of 50 db to 110 db.
  • May be exposed to all chemicals used in poultry, food, processing facility.
  • Must wear and use protective and safety equipment required for the job as directed by the company.