Service Management Specialist in Kutztown, PA at APEX Systems

Date Posted: 2/14/2020

Job Snapshot

Job Description

Job #:  1048836
If interested, please send updated resume and contact info to Chris Franke at
Job Title: Service Management Specialist
Hours: Sunday - Thursday 2:00 p.m.  - 10:30 p.m.
The Service Management Specialist is responsible for assisting the DC Systems Manager in planning, deployment, and daily operation of all IT Logistic related matters within the DC environment. Candidate will provide the DC Management with localized solutions for event management and warehouse operations. Candidate will assist in software, application, and hardware support for the local and enterprise staff. The Service Management Specialist will manage documenting procedures for IT related hardware and software. Other areas of responsibility are maintaining infrastructure and equipment readiness by performing preventative maintenance for equipment assigned to warehouse staff.
  • Facilitate first and second tier support for technical matters within the Distribution Center and across the Enterprise while managing third tier support escalations as needed. 
  • Work with local management to make decisions based on supported systems to maintain superior uptime of all equipment, applications, and software.
  • Represent local facility in planning for the installation and implementation of new systems, services, applications, and processes.
  • Maintain strong working relationship with internal support teams and application vendors.
  • Document and log incidents using ticketing system for metric and performance-based reporting.
  • Perform preventative maintenance and daily health check of supported systems to ensure uptime and stability.
  • Assist in the planning, deployment, and management of complex IT projects involving interrelated disciplines and multiple stages of the systems development lifecycle.
  • Provide other duties as required.
  • The position will be expected to respond to off-hour emergencies and perform off schedule work as required.

  • Strong verbal communication and technical documentation skills.
  • Ability to work effectively without direct supervision.
  • Experience working with 3rd party vendors for onsite and offsite equipment repairs, quality control of work performed, and coordination of outage windows between multiple internal and external stakeholders.
  • Experience providing high-quality support in a demanding customer service environment.
  • Experience working in high pressure environments.
  • Hands-on experience and technical aptitude managing and maintaining full Windows environments. 
  • Install, configure, and maintain PCs, Handheld RF equipment (Zebra, Honeywell, etc.), printers, and related peripheral devices.
  • Basic understanding of Warehouse/Logistics processes, such as receiving, selection/picking, consolidation and shipping.
  • Experience supporting all aspects of warehouse / supply chain systems, including Warehouse Management Systems (HighJump/HighJump1/Exeter) and Warehouse Control Systems (Fortna, Tompkins Control Systems, and WSI).
  • Ability to troubleshoot problems across multiple systems providing supporting evidence of root cause and recommended remediation.

Associate degrees in MIS required; Bachelor’s degree in IT preferred AND 3-5 years of experience supporting warehouse operations or logistics in an IT support role.
Equivalent combination of education and experience.
CompTIA: A+, Server+, Security+
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, and hear.  The employee is occasionally required to stand, walk, use hands to feel, reach with hands and arms, stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Primary work environment is in an office area, but duties also include working in a warehouse environment.
Ability to travel 15-25% of the year to all operating areas.
Ability to travel up to a week at a time by ground or air
Maintain a professional appearance while on company business or at any time serving as a representative of the company.
If interested, please send updated resume and contact info to Chris Franke at
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178.