RNI Senior Technician

Description

Position Summary

A member of FFF Enterprises’ (FFF) RightNow Inventory Programs (RNI) team and under the direction of the RNI Services Manager, responsible for performing, executing, and managing processes related to the implementation and problem resolution of unique technologies used for RNI.  Works directly with customers, third-party service providers other key RNI stakeholders, providers of products, services and applications used to store and manage forward deployed.  Uses detailed knowledge of IoT machine technologies and related operational processes along with critical thinking skill sets to assist in any number of activities related to the IoT machine configuration, deployment and operation.  Directly responsible for managing activities of inhouse technician responsible for the refurbishment and preparation of specific cabinet technologies.

Essential Functions and Duties

• Acts as an FFF subject matter expert (SME) for all current and future RNI SMART storage devices and operation. 
• Utilize advanced knowledge of RNI systems to effectively manage field service events and instruct third-party resources for on-site problem resolution.
• Develop, document, create, and manage materials used to support third-party technician on-boarding and internal support.  
• Makes key decisions and consults with third-party support technicians for tier-2 level support for assigned service area(s).
• Organizes and prioritizes work in such a way to ensure that customer specific issues are addressed in urgent, expedient and efficient manner.
• Ensures that problems and solutions are documented and recommends preventive measures or problem-solving processes to implement that can become best practice for the RNI team.
• Continually enhances personal expertise related to FFF’s RNI technology.
• Defines and documents the RNI processes that the team uses to meet internal and external customer requirements.
• Consults with third party resources to performs configuration, setup or refurbishment processes according to documented processes that ensures effective and efficient deployment of IoT devices, and when necessary may perform work personally.
• Facilitates internal and external stakeholder training for user adoption of the standard operating procedures.
• Capable of exercising judgement and making business decisions regarding the service requirements of RNI devices, including deployment of third-part service partner(s).
• Assists in training to facilitate user adoption of the standard operating procedures.
• Works with multiple cross-functional teams to ensure effective and efficient customer service and that best-practice technical approach is shared and leveraged amongst all team members.
• Adheres specifically to all company policies and procedures, Federal and State regulations and laws. 
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Represent the Company in a professional manner and appearance at all times.
• Understand and internalize the Company’s purpose; Display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Qualifications

Education, Knowledge, Skills and Experience

Required Education:

• High School diploma or equivalent required.
• Associate/ Bachelor’s degree in related field preferred.

Required Knowledge:

• Experience and training in machine technology, information technology, logistics experience, pharmaceutical manufacturing or distribution and associated systems are preferred. 
• Must understand how machine controls and middleware interacts with IT solutions.
• Must understand systems networking, database design, hardware, application integration, and real time data capture.
• Must understand and have experience using Six Sigma and Lean techniques to address project and operational processes.

Required Experience:

• Requires at least seven (7) years of similar experience. 
• Experience trouble shooting technology that involves the integration of data and machinery.
• Experience working with at least one of the following: electro-mechanical machines, RFID or imaging systems.

Required Skills:

• Must have strong organizational skills.
• Must have a detail orientation and the proven ability to prioritize work.
• Must have effective verbal and written communication skills.
• Must have the ability to work with limited supervision and as part of a team.
• Sound decision-making abilities.
• Must be able to make critical decisions to facilitate collaborative relationships with third-party partners.
• Must be able to act as a consultant and manage field support activities through remote personnel.
• Must have the ability to clearly present and discuss specific problem and related solution in a manner that establishes rapport, persuades others, and establishes understanding for technical and non-technical audiences.
• Must have the ability to communicate (and work) effectively with people from different technical and business backgrounds, acting as a liaison, understanding and appreciating different perspectives and translating into terms necessary for any group or individual to understand.
• Must have strong computer skills and competent user of MS Office Suite (Word, Excel, Outlook, Visio).

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The employee occasionally lifts up to 50 lbs. and occasionally kneels and bends. Must have the ability to travel 80% of the time. Working condition include normal office and warehouse setting.  The employee is responsible for covering all travel-related expenses upfront and must submit a detailed expense report for reimbursement in accordance with company policy.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times.   Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.  Must be proactive in finding solutions.

Direct Reports

No

EEO Statement

FFF Enterprises and Nufactor are an equal opportunity employer and prohibits discrimination and harassment based on the following characteristics: race, color, religion, national origin, physical or mental disability, gender, age (40 years and over) qualified veteran and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.