Job Summary

Job Description

MAJOR RESPONSIBILITIES

Assigns and monitors tasks for the Logistics Systems Support team.

Works closely with application development teams on solutions for new projects and enhancements.

Works closely with the General Help Desk to work through issues related to open trouble tickets.

Interacts with internal customers to work through current issues.

Works closely with the Application Team management to ensure proper feedback to the Development Team on new application functionality, enhancements, and current issues.

Troubleshoots and develops technical solutions related to application issues for internal customers.

Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion.

Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.

Tracks and manages development issues for both breaks and enhancements.

Interface with key internal users and all levels of the organization to understand and document development needs as well as ensure client needs are met in an accordance with the SLA.

Participates in the development of metrics, KPI’s, and processes specific to the Logistics Systems Support Team.

Monitors established metrics and KPI’s, performs ticket and call quality reviews and coaches Logistics System Support Team.

Mentor, advice and lead team members in their journey to best support Medline employee’s and customers.

MINIMUM JOB REQUIREMENTS

Education

Typically requires a Bachelor's degree in Information Technology, Computer Science, or related field.

Certification / Licensure

None required.

Work Experience

At least 4+ years of experience in a related area; familiar with standard concepts, practices, and procedures within the field; experience providing application and infrastructure support.

Knowledge / Skills / Abilities

Ability to compute rate, ratio, and percentages and to draw and interpret bar graphs and spread sheets.

Demonstrated ability to act and learn on his/her own initiative and execute objectives without day-to-day supervision.

Demonstrated ability to use basic PC operating systems and applications, including Microsoft Windows and Microsoft Office, Outlook and Project.

Ability to work well under pressure, make key decisions, and motivate others.

A certain degree of creativity and latitude is required.

Demonstrated ability to create an engaging and innovative work environment that fosters collaboration among team members, career growth and excellence in achieving operational results

Occasional travel, possibly international, may be required.

PREFERRED JOB REQUIREMENTS

Work Experience

1+ years warehouse systems support experience.

2+ years leadership skills.

2+ years of support experience using a ticket management system (i.e. HEAT, Remedy, etc.)

About Medline India:
Medline India was setup in 2010 in Pune, primarily as an offshore Development centre and to augment resources for Medline Industries LP headquartered in Chicago, USA. We are a 1500+ strong and growing team of technology, finance & and business support professionals who support our businesses worldwide towards a mission to make healthcare run better. We are proud to be certified as a ‘Great Place to Work’ by the Great Place to Work Institute® (India) for the duration May 2023 – May 2024. 
We are an organization with a conducive work environment, ample opportunities to learn, contribute and grow with a highly empowered & engaged team. We encourage our people to share their best ideas and create new opportunities for our customers and ourselves to work together to solve today’s toughest healthcare challenges.
About Medline Industries, LP:
Established in 1966, Medline Industries LP is a renowned global healthcare organization boasting 56 years of consecutive sales growth, exceeding $21 billion in annual sales. With a workforce of over 36,000 professionals spread across the globe, we operate in more than 125 countries and territories. As the largest privately held manufacturer and distributor of medical supplies in the United States, Medline is uniquely positioned to offer comprehensive products, education, and support across the continuum of care.
At present, Medline Industries, LP holds the esteemed position as the #1 market leader, delivering an extensive portfolio of over 550,000 medical products and clinical solutions. Our clientele includes hospitals, extended care facilities, surgery centres, physician offices, home care agencies, providers, and retailers. We are proud to be recognized by Forbes as one of America’s Best Large Employers and Best Employers for Women. Additionally, the Chicago Tribune has consistently named us a Top Workplace for the past 12 years.