Production Support Engineer

INNOVATE without boundaries! At Milwaukee Tool we firmly believe that our People and our Culture are the secrets to our success.

Behind our doors you'll be empowered every day to own it, drive it, and do what it takes to support the biggest breakthroughs in the industry. Meanwhile, you'll have the support and resources of the fastest-growing brand in the construction industry to make it happen.

This role is responsible for providing world-class IT support for the Milwaukee Tool Manufacturing operation in Wisconsin. Candidates must demonstrate keen business acumen, possess an elevated level of emotional intelligence, and have a passion for support.

Key Responsibilities

• Provide world-class incident management at the Tier 1 and 2 levels.
• Serves as the escalation point for the Tier 1 Support (e.g. IT Service Desk) and other Production Support personnel.
• Outstanding written and verbal communication and documentation skills, with a service-oriented mindset focused on frictionless engagement.
• PC Deployment / Imaging
• Comply with established change management procedures and work collaboratively within the IT team to ensure a robust, stable computing environment.
• Work with vendors for network, telecommunications, and AV support.
• Utilize MDM (Mobile Device Management) systems to manage devices used in manufacturing.
• Follow established procedures for critical incidents in mission-critical business operations.
• Based on aligned business priorities, focus on continuous improvement, and provide world-class customer service and support.
• Support Enterprise technologies such as Warehouse Management Systems (WMS) and Enterprise Resource Planning (ERP) applications at the client level.
• Assist with the integration of new client technology into business systems processes and procedures.
• Establish strong business relationships (purposefully practice relationship management), communicate planned and unplanned outages effectively, and work with vendors, business partners, and IT to determine the most effective solution for Milwaukee Tool.
• Be part of an on-call schedule to guarantee continuous access to essential systems.
• Create knowledgebase articles for Production Support standard operating procedures.
• Ensure timely resolution of assigned tickets by focusing on meeting or exceeding SLAs, addressing "on hold" tickets, and prioritizing tickets open for more than 30 days.
• Plan and implement technology projects within scheduled timeframes and approved financial plans.

Skills and Experience

• ITIL Certification Preferred
• 3 - 5 years of work experience in providing production support to manufacturing, distribution, or other time-sensitive/business-critical operations
• Bachelor's Degree or Equivalent Work Experience
• Advanced understanding/ability to support the Microsoft application stack, such as Windows 10, 11 / Office 365.
• Advanced understanding of Apple/Android mobile devices.
• Perform intermediate Active Directory functions including account creation, group modifications, password resets, etc.
• Intermediate knowledge of manufacturing, distribution, and business operations.
• Intermediate troubleshooting knowledge of handheld devices running Android or other Mobile Operating Systems in a manufacturing/distribution environment. Basic configuration changes within MDM (Mobile Device Management).
• Intermediate understanding of industry-specific Information Systems such as WMS, OEE, SPC, etc.
• Intermediate knowledge of Windows Server Operating Systems to support business critical applications.
• Comfortable working in a fast-paced, results-oriented, and sometimes highly stressful environment
• Strong team player with the ability to work on projects and Production Support models with a diverse group of individuals across multiple departments.
• Works with Operational management to assess impact and urgency of critical and/or impactful issues.
• Works to align best practices across Production Support teams.
• Demonstrated ability to multi-task and manage competing priorities
• Intermediate Knowledge of ITSM frameworks and processes
• Provide technical input for escalated issues.
• Prioritize work based on key performance indicators (KPI) such as service level agreements (SLA).
• Helps define Production Support processes
• Stays connected with Solution Delivery teams to understand impacts of their changes, align on timing, and ensure adequate support handoff.
• Helps with onboarding and training new employees.

We provide these great perks and benefits:

• Robust health, dental and vision insurance plans
• Generous 401 (K) savings plan
• Education assistance
• On-site wellness, fitness center, food, and coffee service
• And many more, check out our benefits site HERE.