Production & Manufacturing IT Operations Specialist

The Dosimetry Services (DSD) Product & Manufacturing IT Operations Specialist acts as the escalation contact for product and manufacturing process issues impacting both internal and external customers. The role also provides daily operational support for manufacturing systems and applications tied to production and manufacturing processes across on-premises and cloud environments.

JOB RESPONSIBILITIES, DUTIES & CORE FUNCTIONS

1. Daily operational support for systems, applications, networks, and infrastructure across on-premises and cloud environments.
2. Handling complex customer account escalations, serving as technical escalation point for DSD products requiring issue resolution or analysis.
3. Oversee and serve as an escalation point for DSD Oak Ridge network requests and incidents to Corporate IT services team.
4. Leads and manages all aspects of product or manufacturing troubleshooting, service projects, and initiatives.
5. Manage the process for communicating system down time, outage, and emergency activities to stakeholders.
6. Perform other IT duties/responsibilities defined by local management and the Medical Division IT Director.
7. Providing technical support for new or transitioning accounts, facilitating implementation of new or transitioning accounts to resolve connectivity issues with customers' networks
8. Work locations will include onsite and at customer locations as needed. Hours may vary due geographic location of customers
9. Partners with DSD leaders to assist in action plan development and implementation to resolve customer issues.
10. Support the team to meet internal and external customers' needs and anticipate future needs.
11. Monitor visual control boards, key performance indicators or other designated performance dashboards.
12. Conducts regular meetings, on-site and remote, with stakeholders and facilitators to review project plan progress, deliverables, action items, ensuring proper communication on project status.
13. Perform routine hardware and software installation, configuration, testing, and troubleshooting.
14. Partner with Corporate IT who is responsible for server infrastructure, networking, backups, Disaster Recovery, and other services not directly related to product or manufacturing services.

REQUIRED KNOWLEDGE & SKILLS

• Advanced problem-solving, critical thinking, and analytical skills
• Ability to develop an in-depth knowledge of DSD systems, workflows, processes
• Excellent follow-through
• Written and oral communication skills
• Self-directed, minimal supervision required
• Familiar with process improvement and root cause analysis methodology
• Some project management experience
• A positive, proactive customer first mindset and attitude.
• Ability to work well with all levels of the organization.
• Proficiency with Microsoft Office, Windows, and other computer-based applications (e.g., MS Word, MS Excel, MS Access, MS PowerPoint, Lotus Notes/Outlook, Internet, etc.).
• Knowledge in networking and other infrastructure related equipment.
• Proficiency with cloud-based environments.
• Proficiency with various common customer networks, specifically related to controls, firewalls or blocks that may inhibit Mirion's equipment from functioning as designed

Preferred

• Experience in manufacturing processes and shop floor procedures.
• Available to travel domestically, possibly internationally

PREFERRED EDUCATION & QUALIFICATIONS

• Bachelor's degree or equivalent work experience
• 3 - 5 years of customer service/customer relationship management operations experience.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Physical Requirements

• May be required to lift and move up to 25 pounds
• Provide support outside of normal business hours when needed.
• May be required to sit and stand while performing daily functions
• May be required to bend and reach while performing infrastructure, network, and security maintenance

Work Environment

• Facility with medium noise level