Job Information
PORTS AMERICA SHARED SERVICES, INC. Operations Support Engineer in Tacoma, Washington
Description As a Operations Support Engineer, you will provide technical support for all operations related software solutions to include: Navis' (Kaleris') N4Teminal Operating System (TOS), eModal (Appointment Scheduling), Gate Operating Software (GOS) and other proprietary systems. This role is responsible for ensuring optimal performance of terminal operations software and helping all users maximize their value through exceptional support. You will troubleshoot, train users, and collaborate with external vendors to enhance our operations technology. Quick Facts Compensation: $127,100 to $183,000, target range $127,000 - $145,000 depending on experience Working hours: Full-time, salary, on-site Reports to: Senior Director, Operations Industry: Marine Terminal Container Operations Job Functions: Operations Essential Duties and Responsibilities include the following. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Act as a primary escalation path for staff inquiries and troubleshoot operations software issues. Maintain a test environment as needed for problem replication and testing of enhancements (e.g. perform installation and configuration of software patches). Assist in debugging, replicating/validating staff reported issues and perform root cause analysis on escalated issues. Develop and/or coordinate 'hot fixes' when warranted or required and approved by third-party vendors Optimize workflows for terminal, gate, cargo handling equipment (CHE), operations, and other related processes Manage complex cases and communications from initiation to resolution and closure, collaborating with departments such as Operations, IT, Customer Service, and Finance. Facilitate the support case management process, providing timely and complete case escalation to external vendor(s) to allow them to provide the end solution in a timely and effective manner. Engage in operations software vendor selection and account management activities, including conducting regular conference calls and case reviews. Work closely with Labor Relations during adaptation of technology for maintaining jurisdictional boundaries, this requires familiarity with all applicable West Coast CBA's. Participate in terminal expansion/modification projects and work directly with IT Management Team to provide feedback and advise on operational impact. Develop and conduct technical hands-on training for ILWU, new hires and employees for operations and customer service. Lead and participate in software implementations. Self-learning of new industry products and technology developments to provide up-to-date advice to Senior Leadership. Write/share knowledge base articles and validate the technical accuracy. Additional Responsibilities include the following. Be available 24x7 as the terminal point of contact for escalated TOS application concerns. Comply with Corporate safety and departmental policies and procedures. Attend required safety trainings and meetings; follow all safety and health guidelines, standards, practices, policies and procedures; and actively participate in Husky's Emergency Preparedness program and activities This position description generally describes the principal functions of the position, the level of knowledge and skills typically required and the general scope of responsibility. It is not intended as a complete list of specific duties and responsibilities and should not be considered an all-inclusive listing of work requirements. Individuals will perform other duties as assigned Position Requirements The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enabl