Senior Support Analyst (Logistics)

Senior Support Analyst (Logistics)

 About Medline:

Medline is America's largest national manufacturer and distributor of healthcare supplies and services. Today, Medline manufactures and distributes more than 550,000 medical products, encompassing medical-surgical items and is one of the largest textile lines in the industry. With 20 manufacturing sites across North America and over 25 joint ventures manufacturing plants worldwide, along with 45 distribution centers in North America and 50 throughout the world, Medline posted $ 20.1+ billion in sales

last year. Medline ranked #16 in Forbes 2021 list of America’s largest private companies and ranked #9

in the world’s largest medical device companies by “MDO” based on 2019 Revenues.

Medline Industries India Pvt. Ltd. Is engaged in providing offshore business support services to Medline Industries Inc. & its global associate companies in the area of Information Technology, Finance & Business Processes Management. Medline Industries India Private Limited was setup in 2010 in Pune, India and today we are a proud team of over 1400+ associates supporting Medline’s healthcare vision across the USA, Europe & other international regions.

Why join Medline:

• Direct, full-time employment in a large, stable, rapidly growing, and yet profitable company.
• No ill effects of recent downturn/recession.
• First-rate compensation and benefits package.
• Genuine individual growth potential in this new establishment.
• Open door and highly ethical work culture, with due accountability.

Required skills:

•      Experience of at least 7-10 years at L1, L2 and L3 levels in support of any ERP like SAP or Oracle Apps – preferably in the SCM, Logistics, Warehouse management domain areas

•      Should demonstrate strong understanding of the Functional, Process and Data flow for the supported systems

•      Experience in Data collation and root cause analysis of the support issues faced

•      Should be skilled in usage of support tools like SQL Developer, Putty

•      Should have strong proven track record of having short learning times and deliverables within SLA

•      Strong verbal and written English communication skills

•      High learning agility. Position will often require learning new business processes and systems

•      Strong Analytical skillsets

•      Good grasp and experience in writing SQL Queries in support activities

•      Working Hours: Should be open to Rotational Shift. Never in Night Shifts.

Desired Skills:

•      Understanding of the warehouse management domain

•      Experience in established WMS products like Red Prairie, Manhattan, SAP EWM

•      Team management.

L II Responsibilities:

•  Primarily responsible for providing L1,L2 and L3 software and hardware support for Medline’s logistics systems which include: Warehouse Management, Transportation Management and Labor Management and G2P systems.

•  Diagnose and resolve problems using documented procedures and checklists (where available) in the performance of most responsibilities. 

•  Understand team and department service level agreements and follow team guidelines and procedures to manage open issues in an efficient manner to help ensure these service levels are achieved. 

•  Provide technical advice, guidance and informal training to users on hardware and applications.

•  Document reported issues in system support log. Investigate re-occurring issues and develop solutions. The role is for a solution provider. The candidate should be problem solver and able to communicate verbally and or in writing the details of the problem and the proposed solution. 

•  Escalate higher tier problems to appropriate team members or manager. Ensure that all escalated issues have been thoroughly researched and compared against the team’s knowledge database prior to escalation. 

•  Utilize knowledge database and call tracking database to enhance quality and consistency of problem resolutions. Create and publish knowledge base articles to assist others in the diagnosis and resolution of specific issues. Consider business processes and system interaction when creating this documentation. Determine proper delivery method for this communication: e.g. formal training, distribution of soft copy document, etc. Work with I/S training staff as necessary to ensure departmental consistency.

•  As per Support Roster should be ready to work on all week days – though number of total working hrs. in a week will be limited to 45 hrs.