Manufacturing System Analyst

Your Story.

The Manufacturing System Analyst serves as a senior IT technical support representative and site liaison, embedded in manufacturing, quality, logistics, & office functions at their assigned manufacturing location(s). This role provides hands-on IT support requiring physical presence & acts as an on-site resource for the Manufacturing System Admin & other IT teams. Key responsibilities include responding to incidents & fulfilling service requests, assisting with network services, mobility & desktop support, digital workplace technology, & repairs, provide backup Service Desk coverage, & respond to off-hours calls as part of a scheduled rotation. Success in this position relies on building strong relationships and offering insights into how IT systems align with end-user needs.

Your Passion. Our Culture.
At Sargento, you work for a company you believe in, with a family of people who believe in you. Our culture stems from a simple premise: Hire good people and treat them like family. At Sargento, you can make decisions based on how they affect people as well as the long-term health of our company. You will be encouraged to make a meaningful difference in the community, in the company and in your career. With diverse experiences and tools to learn and develop, you can transform your aspirations into reality. If you're ready for the right place to belong and grow your career, you can find it here.

Benefits that set us apart.

• Comprehensive medical including Fertility, Adoption benefits, Dental, and Vision Insurance
• Onsite Health & Wellness Center
• Employer 401K contribution in the top 1% of the nation
• Relocation Assistance
• Tuition Assistance
• Access to Employee Store

What You Do.

TECHNICAL SKILLS

• Respond to incidents from end users regarding hardware, software, networking, smartphones, conference rooms, printers, and other technologies. Collect and analyze relevant information by interviewing users and guiding them through diagnostic procedures to identify root causes and troubleshoot issues. Strive for first-call resolution and ensure timely logging and tracking of incidents in the Service Desk system.
• Manage problem recognition, research, isolation, and resolution for user problems, striving to prevent future incidents. Conduct thorough follow-ups and engage in root cause analysis, referring more complex issues to supervisors or technical staff as needed. Maintain comprehensive history records and related problem documentation within the Service Desk system.
• Fulfill service requests from end users related to hardware, software, and other technologies. Provide timely updates and completion status to users through various communication channels, ensuring a high level of customer satisfaction. Log and track service requests in the Service Desk system to maintain accurate records and facilitate efficient follow-up.
• Utilize the Knowledge Centered Services (KCS) methodology to develop and maintain technical documentation, processes, and procedures in the knowledge management system. Create new knowledge articles during incident resolution or link relevant existing articles to provide accurate and timely information. Ensure knowledge is continuously updated and easily accessible to enhance service delivery and support efficiency.
• Configure, build, install, maintain, and support IT assets, including but not limited to RF barcode scanning handheld and forklift-mounted devices, desktop and laptop computers, tablets, manufacturing line label and barcode printers, the Manufacturing Execution System (MES), rugged smartphones, and any other IT-related equipment needed to support manufacturing and supporting functions.
• Assist the Mobility and Desktop team as an on-site resource for conference room audio/video technology, kiosk iPads, and smartphones. Provide technical support and troubleshooting for these devices to ensure seamless functionality during meetings and events.
• Assist the Network Services team as an on-site resource for cable patching and network troubleshooting. Provide support for desk and wireless phones, as well as wireless access points, ensuring reliable connectivity and communication throughout the manufacturing and office environments.
• Assist the Digital Workplace team as an on-site resource for digital signage computers and displays, as well as personnel scheduler issues. Provide troubleshooting and support to ensure effective operation of digital signage systems and scheduling tools.
• Collaborate with the Construction Engineer, Office Management teams, and the Manufacturing System Administrator to assist in implementing IT-related components for construction projects, new manufacturing lines, and office moves at assigned manufacturing locations. Ensure seamless integration of technology to support operational efficiency.
• Utilize vendor technical support systems to determine corrective actions for hardware repairs. Install hardware and peripheral components on user premises or assist vendor service personnel during installations. Contact vendors to request service (RMA) for defective products and ship items for repair as needed.
• Work scheduled hours as assigned to provide adequate backup Service Desk coverage when needed, including some weekend responsibilities to assist with system upgrades, validations, and project implementations for manufacturing and other IT-related systems. Respond to off-hours calls based on a scheduled rotation, ensuring prompt and timely resolution of issues.
• Follow established procedures for the proper disposal of purchased IT equipment. Complete the required disposal form and submit it to the Asset Manager to ensure compliance with organizational policies and environmental regulations. Maintain accurate records of disposed assets to support inventory management and auditing processes.
• Collaborate with team members in developing and maintaining policies, procedures, standards, and associated plans for high performing IT systems, following industry-standard best practices.

SOFT SKILLS

• Conduct thorough research on technologies, offering in-depth analysis and a detailed breakdown of advantages and disadvantages for each option, including a well-supported recommendation with a comprehensive cost analysis. Consistently demonstrate the ability to clearly and effectively communicate complex ideas and concepts to both technical peers and non-technical staff. Effectively utilize communication skills to participate and lead crucial conversations to resolve conflict or differences of opinion of a technical and non-technical nature. Lead and contribute to the interaction with vendors/partners, providing relevant questions and business insight to help yourself and others fully understand vendor offerings. Convert technical analysis into discussion points, providing explanation to non-technical resources using examples, diagrams, and presentations; be able to deliver presentations to other teams and leadership.
• Understand the value of promoting team engagement, team building activities, and Sargento cultural activities. Understand, encourage, and promote good work/life balance for yourself and others. Lead (by example) in demonstrating Sargento's key values of people, pride, and progress. Clearly explain Sargento values, 'hire good people and treat them like family', and how Sargento culture drives decisions and why it matters.
• Lead inter-team and cross-team discussions on technical issues and process development and facilitate troubleshooting sessions. Participate in measurable continuous improvement activities of the environment and of individual skill sets for yourself and others as a student and mentor. Consistently use effective verbal and electronic communication to enable team interaction, communication, and evaluation of ideas across technical and business teams. Actively and effectively engage with others to better understand ideas and positions from others, dissect complex processes, asking sometimes difficult but necessary questions.
• Understand and mentor others in the understanding and use of SAFeAgile methodology, terminology, roles, and responsibilities to agile and non-agile personnel. Understand the value of agile in planning and practice across the Agile Release Train (ART); be able to explain stories, features, and initiatives from an initiative & idea perspective. Create & construct fully developed features, dependencies, deliverable acceptance criteria, and lead discussions with supporting teams; recommend initiatives and child features including dependencies on supporting teams to the PO as part of the feature roadmap.

Your Education and Experience.

• Associate Degree in Computer Science or related field and 5+ years relevant manufacturing system or desktop hardware/software technical support experience required.
• Requires experience with the installation, configuration, and support of the following: Windows, Android and Apple operating systems, productivity software, and Internet browsers in a networked environment; RF barcode scanning handheld and forklift mounted devices, label and barcode printers, rugged smartphones, and other related manufacturing systems; ERP and Enterprise Content Management and Collaboration system desktop components.
• Requires experience working in a Service Desk environment.

Our Story.
With over 2,400+ employees and net sales of $1.8 billion, Sargento Foods is a family-owned company that has been a leader in cheese for more than 70 years. We created the world's first, successful pre-packaged sliced and shredded natural cheeses. Sargento is based in Plymouth, Wisconsin, where we manufacture and market shredded, sliced and snack natural cheese products, as well as ingredients and sauces. Sargento is known for the exceptional quality of our products and for product design, packaging and merchandising innovations that have transformed our industry.

To learn more about our culture and values, please visit our website at https://careers.sargento.com/us/en.

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