Supv, System Support Center

About Grainger: 

Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money. 

We're looking for self-motivated people who can move our company forward. We have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today. 

At Grainger, we are building systems to extend our market leadership for another 90 years. While lots of companies talk about "digital revolutions" or "delightful experiences", we're focusing on building the stuff that matters. Our expertise is borne of a profound understanding of our customer and their needs and how our products and services do and should create value for them. Dealing with complexity and scale problems that few companies are privileged enough to enjoy. We are looking for product managers to help guide and chart a course for Grainger's enterprise systems and application development so that Grainger continues to be the destination for "the ones that get it done". 

Position Details

The Supervisor, System Support Center is responsible for coordinating activities in the SSC to ensure an effective and efficient operating environment. Working with various other departments within the organization, providing consulting services utilizing their broad knowledge to resolve service calls. Forming and cultivating relationships with process team members will be a priority. After initial training, the Support Specialist is expected to independently troubleshoot, analyze and resolve 50% or more of service calls they receive, plus train and direct the others to call resolution. The Supervisors, System Support Center are responsible for supporting internal and external customers with various systems and hardware configurations. The Supervisor, System Support Center is responsible for utilizing predictable and documented troubleshooting procedures and skills. The Supervisor, System Support Center will be responsible for directing workflow, staffing/scheduling accordingly with reference to call arrival patterns and forecasts as well as leading projects. The Supervisor, System Support Center will review data real time as well as trend data over several periods of time (weekly, monthly, yearly) for continuous process improvements.   

You Will

• Coordinate tasks within the SSC. 

• Create schedules and makes adjustments based on forecasted call arrival patterns. 

• Perform troubleshooting, analysis and resolution as applicable. 

• Escalate and retains ownership of all opened and unresolved service calls. 

• Monitor and suggests process improvements for team tasks and other business area tasks. 

• Document and resolve problems per standard operating procedures. 

• Communicate with all areas to ensure a smooth efficient flow of information. 

• Provides management reporting on the status of projects/work. 

• Provides consulting services to other areas as required. 

• Participates in other projects as they pertain to the needs of the position. 

• Performs other tasks as assigned by management. 

• Forms and builds working relationships with process team members for the purpose of communicating problem issues and improving processes. 

• Works with BSA’s and other supervisors to develop training tools. 

• Facilitates flow of communication between management, BSA’s and team by leading daily activities and meetings. 

• Clarifies questions pertaining to job assignments. Reassigns staff duties for workload variance. Implements work schedules. 

• Understands and participates in controlling department expenses and improving productivity. 

• Provides management with feedback for process improvements. 

• Assists with training of new hires. Assists with training of team members with issues pertaining to process improvements and service initiatives. 

• Accountable for driving achievement of key customer service measurement improvement. 

• Organizes and leads special project assignments. 

• Assists employees with Performance Excellence process. 

• Performs other duties as assigned. 

You Have

• Strong oral and written communication skills, with the ability to communicate to various levels of management as well as with external Grainger customers. 

• Ability to work on cross-functional teams. 

• Ability to adapt to changing business processes, technologies, and environments. 

• Excellent organizational skills. 

• Strong analytical and problem solving skills. 

• A complete understanding of the processes of the team. 

• Strong PC experience required. 

• Strong interpersonal skills. 

• Must be proactive and able to work with little or no supervision. 

• Strong Excel skills. 

• Power BI and Tableau skills a plus. 

• Working knowledge of SAP, SOE and Salesforce a plus. 

Rewards and Benefits: 

With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger 

• Medical, dental, vision, and life insurance plans 
• Generous paid time off (PTO) and 6 company holidays per year 
• Automatic 6% 401(k) company contribution each pay period 
• Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement 
• A comprehensive set of emotional, financial, physical and social wellbeing programs 

DEI Statement 

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.