Incident Manager, Client Support

Founded in 1999, MHS is a full-service provider of innovative material handling systems that solve the challenges of distribution and fulfillment operations. We take a comprehensive, customer-centric approach that includes custom engineering, design, manufacturing and turnkey integration services. Our quality solutions leverage a broad range of controls and automated equipment, including but not limited to sorters, conveyors, extendable loading and unloading systems. We provide complete, responsive support to maintain systems for peak performance, with predictive analytics and local technicians to maximize long-term value and return on investment. MHS has a global installed base of over $5 billion for small to large distribution and fulfillment projects in a variety of industries, including e-commerce, parcel, third party logistics and outside integrators. Given increased demand for advanced automation infrastructure – especially in the e-commerce industry – MHS sought a strategic and financial partner to invest in the Company’s substantial future growth prospects, including the potential for product and geographic expansion. As a partner, Thomas H. Lee Partners (THL) supports MHS’s strong momentum by contributing expertise and bringing financial and operational resources, allowing MHS to enhance its capabilities and offerings and accelerate its overall growth strategy. We are proud of the company we have built, the reputation we have created and the standards we represent. We are accustomed to facing complex challenges head-on and pursuing breakthrough solutions to some of our customers’ most difficult problems. Joining MHS means joining a hard-working, committed group of professionals with an entrepreneurial spirit. We invite you to consider growing and succeeding along with us. Founded in 1999, MHS is a full-service provider of innovative material handling systems that solve the challenges of distribution and fulfillment operations. We build, engineer and maintain systems for some of the biggest companies in the world, including UPS, FedEx, Walmart, Amazon and others. MHS is already one of the 10 largest material handling system suppliers worldwide, and we only expect to continue growing. We’re looking for top talent to be part of the journey. POSITION SUMMARY: This role works with the Director, Client Operations, to execute initiatives established by the Sr. Director, Client Operations, and executive leadership. The role will manage the lifecycle of high priority Client incidents by working with both the Client Support team and outside resources to ensure timely resolution and minimize impact to Client operations. This position will also help facilitate the hand over of new Client projects to the Client Support team. This role is encouraged to innovate and build upon current processes, working closely with the Director, Client Operations, and LPS Department Leaders. The person in this role provides critical support, which enables the organization to meet its business priorities. PRIMARY RESPONSIBILITIES INCLUDE: People Assist Client Support in the resolution of high priority Client issues by managing the incident and engaging external resources when necessary Work with the Project Management Office and/or LPS to facilitate the handover of new Client projects to the Client Support team Work with the Director, Client Operations, to develop, deploy, maintain, and/or assess best practices, policies, procedures, delegation of authorities, key performance indicators, key contracts, and other operational processes as needed Client Improve Client’s satisfaction with Fortna’s efforts to correct urgent issues and reduce operational downtime Provide Client with consistent communication throughout lifecycle of high-priority incidents Deliver detailed root cause analysis to Client following production-impacting issues Ensure timely delivery of information to effectively support new Client projects Identify, collect, and report on key performance indicators and metrics on a global basis that are meaningful and relevant in ascertaining the organization’s project advancement and completion performance Value Identify frequent issues impacting Client operations and assist in management of resolution activities Collaborate with Client Support SMEs to improve Client Support troubleshooting processes Design and create ad-hoc reporting and analysis Assist with preparations for global leadership meeting Assist with other projects as needed; excellent written and verbal communication skills with the ability to influence and drive messages on complex content in front of peers, senior leaders, and executives REQUIRED QUALIFICATIONS: Equally comfortable communicating and partnering collaboratively with professional staff, senior-level executives, and/or the community at large Ability to multitask efficiently and effectively to manage competing priorities Experience successfully partnering with senior leadership, executives, and other stakeholders to drive operation initiatives Proven track record of making an impact, developing/executing on key initiatives and strategies, and delivering superior results in both the short and long term Proven ability to create a plan of action in collaboration with stakeholders to drive processes Excellent attention to detail with superior time management and multitasking/prioritization skills Well-organized, able to prioritize multiple high-visibility/impact initiatives across the organization and multiple stakeholders; works effectively and efficiently Proven ability to handle multiple assignments and manage major projects to successful completion Ability to predict/forecast/anticipate client needs Proven can-do attitude is a must Strong interpersonal, organizational, time management and problem-solving skills Ability to perform essential functions of the job Ability to travel, up to 20% – primarily domestic with the possibility of international travel; however, this could change based on company’s impending business needs DESIRED QUALIFICATIONS: Bachelor’s degree in Information Technology, Engineering, Business, or a related field

Salary : $5 - $0