Field support analyst job description

Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world.

Responsible for inventory control, analytics and accuracy of implants and instruments for the territory locations. Work with internal and external resources to manage inventory to ensure successful distribution of all requested product.
Principal Duties and Responsibilities

* Partners with Sales Management, Surgery Coordinators and Operations Leadership to establish inventory levels throughout the territory.
* Leads the design and documentation of all asset related processes to ensure standards are adhered to allowing accurate inventory levels.
* Designs inventory reports and uses Asset Management dashboards allowing daily management of KPIs.
* Creates new permanent orders for accounts and warehouses (IOM, Tray Builds and Kit Builds). • Handles recalls for territory.
* Processes returns for DI, RCR (including implants or instruments from territory to corporate).
* Maintenance, management, and reporting of inventory discrepancies found during daily shipping activities in the territory.
* Monitor freight spend and coordinate shipping as required. Provide recommendations on opportunities for freight spend improvement. Provide weekly freight spend report to leadership.
* Perform receiving, kit fill, case building and shipping as directed by leadership.
* Investigate and lead inventory adjustment management to support accuracy of data in SMS and ERP.
* Lead and execute cycle counts and audits.
* Assigned to special projects requiring immediate data extraction, manipulation and reporting for senior management.
* Execute root cause analysis and trends to improve cycle count, distribution performance and cost to serve targets.
* Partner with Customer Service on reconciliation as required.
* Ensures all packages delivered to warehouse are delivered in a timely manner.

Expected Areas of Competence

* Advanced knowledge of Microsoft Excel or Access.
* Knowledge in Tableau is a plus.
* Ability to build reports.
* Knowledge of Microsoft Office and project management software.
* Working knowledge of SMS, SNAP, and ERP systems.
* Must be able to understand information warehouse systems data, extract and manipulate information in a meaningful way.
* Advanced inventory management approaches (working capital tracking and inventory productivity) and financial reporting skills needed.
* Must be able to present information verbally and/or in written format in a professional manner. Develop and maintain positive and professional relationships with cross functional sales and operation teams.
* Must be able to work in time critical and at times, high stress environment.
* Must be able to work alone or in team setting successfully.

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U-Box Field Support Analyst

Under the direction of the U-Box Field Support Manager, the U-Box Field Support analyst will contribute to the success of the growing U-Box program by working directly with field to troubleshoot technical concerns as well as provide general guidance on U-Box policy and procedure over the phone and via email/chat. Using feedback from the field, support analysts make recommendations for improvement of the U-Box program and ensure system functionality by reporting bugs, tracking concerns and providing feedback to management. In addition, the U-Box analyst may also be responsible for the education of current and future Team Members. This includes, but is not limited to, creating memos, bulletins, U-Haul University courses or other means of communication to give the team the tools they need to successfully and proficiently work the U-Box program. This position requires the ability to work in high-pressure situations with all levels of management while being able to perform day-to-day tasks, as well as assigned projects.

A U-Box Field Support Analyst should:

* Have worked with U-Haul for 1+ years and have a strong grasp of the U-Box program
* Possess strong oral and written communication skills
* Be proficient with computers (IE, MS Office, POS, etc.)
* Be able to troubleshoot software issues and help walk end users through electronic tools/apps
* Have great customer service
* Be a problem solver
* Be able to work with autonomy as well as in a team setting

Here are just some of the programs U-Haul has to offer:

* Full Medical coverage
* New indoor fitness gym
* Onsite medical clinic for you and your family
* Career stability
* Opportunities for advancement
* Valuable on-the-job training
* Prescription plans
* Dental & Vision Plans
* Business and travel insurance
* YouMatter Employee Assistance Program
* Paid holidays, vacation, and sick days
* Employee Stock Ownership Plan (ESOP)
* 401(k) Savings Plan
* Life insurance
* Critical Illness/Group Accident
* 24-hour physician available for kids
* Subsidized gym/ membership
* MetLaw Legal program
* MetLife auto and home insurance
* Discounts on cell phone plans, hotels, and more
* LifeLock Identity Theft
* Tuition reimbursement program
* Free online courses for personal and professional development at U-Haul University
* Savvy consumer wellness programs- from health care tips to financial wellness
* U-Haul federal credit union

U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.

• Supports a 24/7 enterprise which is comprised of a wide array of technology hardware and software.
• Responds to team member request and service tickets, troubleshoots, and escalates issues pertaining to production systems.
• Participates in Information Technology (IT) projects under the direction of Assistant General Manager and Senior Leadership team while maintaining an organized, clean, and safe work environment throughout the enterprise.
• Conducts and audits asset tracking and recovery, inventory management, telecom/network maintenance, vendor management, and process improvement activities.
• Configures and images laptops, desktops and other endpoint devices with standard policies to comply with security baselines.
• Provides written and verbal status reports, communicates and updates customers and team of issues, and updates online diagrams and documentation. Reinforces service level agreements, as needed.
• Interfaces with 3rd party manufactures to coordinate system upgrades, changes, and maintenance activity to provide lifecycle system support.
• Documents troubleshooting and resolution steps via the existing knowledge base program to reduce resolve time.
• performs other duties as assigned to support the efficient operation of the department.

Qualifications


Qualifications:

• Associate degree in Computer Science or related field is required.
• Minimum of two (2) years of relevant IT work experience is required.
• Minimum of two (2) years computer experience [working directly with workstations, servers, phone systems, mobile devices, networking, or printers].
• Equivalent combination of education and progressive, relevant, and direct experience may be considered in lieu of minimum educational/experience requirements indicted above.
• Technical troubleshooting experience including documented ability to analyze and diagnose network, computer, and or telecom issues.
• Ability to solve technical problems, work well under stress, and follow instructions.
• Customer service and vendor management experience is preferred.
• Experience working in Casino or Gaming industry is preferred.
• Exceptional customer service skills and the ability to communicate effectively with all level enterprise.
• Ability to de-escalate tense situations to problem-solve effectively.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed individual with keen attention to detail and proven analytical and prioritize and execute task in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Must present a professional approach within each opportunity.
• Ability to work any assigned shift (day/swing, graveyard).
• Responsible for maintaining confidentiality of sensitive and/or classified types of information documents.