FIELD SERVICES SITE LEAD + NETWORK ENGINEER

This position will be a dual role, as a Field Services Site Lead will be responsible for the local IT leadership and IT Infrastructure at their assigned manufacturing facility. Is the primary plant contact for IT services and support and will with local leadership to prioritize business needs. As a Network Engineer this role will be responsible for the daily for LAN, WAN, and WiFi support and projects, working as part of an enterprise Network Team with a main focus on our Mexico manufacturing plants.

Key Responsibilites of the role include:
o Plan, prioritize and execute projects, activities and work related to the IT department and site
o Supervise and direct local Field Service Techs and Contractors.
o Execute defined IT software and hardware lifecycle processes including ordering, tracking, deployment within defined performance metrics
o Be empowered and accountable in providing advanced technical support and resolutions, at a 2nd level, to exceed end-user expectations per Service Level Agreement metrics.
o First point of contact for customer support escalations and major downtime incidents
o Responsible for completing daily, monthly, and on-demand Field Services assignments as required
o Supervise, manage and responsible for coaching and training of service technicians.
o Business Continuity Plan for Assigned Site for IT Infrastructure
o Following ITIL procedures for corrective support and network improvements utilizing incident ticket and change request practices.
o Supporting America’s business daily hours, plus some off-hours as required, in a global team environment.
o In cross-functional projects, analyzing business requirements, evaluating options, recommending solutions, and implementing networks.
o Responsible for LAN, WiFi and some WAN management, collaborating with global internal Enterprise Network team and external Network partners


Key Skills and Experience Requirements include:
• A minimum of 2-5 years’ work experience supporting Manufacturing and Office environments, specifically, a high level functional and technical working knowledge of Microsoft Windows Operating Systems, Microsoft Office Suites and Microsoft Software (SharePoint, Skype/Teams, Visio). Mobile environment operating systems; Apple iOS. Android, Windows CE.
• Must have outstanding and highly-professional verbal and written communications skills and effective at communicating highly technical issues in a non-technical manner, considerate of each customer's focus and priority.
• Experience with PC Hardware troubleshooting.
• Basic Audio-Visual Support
• Experience with handheld scanners.
• Experience supporting label, laser, and multifunction printing.
• Broad technical IT knowledge and awareness of industry trends.
• Operational Excellence - Root Cause Analysis, process, risk reduction, security and controls, change management.
• Working in cross functional teams and the ability to work as part of a virtual team.
• Ability to multitask and prioritize effectively.
• Candidate must be a self-motivated problem solver operating with limited supervision to help achieve goals for a global team.

• Technical skills and experience include proven involvement planning, configuring, and troubleshooting:
o Cloud environment networks (e.g., Azure, AWS, or GCP).
o SD-WAN networks and routing protocols.
o LAN layer two/three implementations and support.
o WiFi using centralized wireless controllers.
o IPAM, DHCP, DNS, monitoring tools experience.
o Basic knowledge of network security best practices.
• Tier 2 and above issue resolution experience, providing root-cause-analysis as required. Positive customer service, effectively communicating sometimes to a non-technical audience.
• Experience working in cross functional internal and external (vendors) teams, effectively planning work, controlling projects, and reporting progress.
• Self-motivated, positive, problem solver operating with limited supervision to help achieve goals. Willingness to work varying hours as necessary. Some travel may be expected.
• Bachelor’s degree in a technical discipline or equivalent experience in network operations. Certifications preferred.