About Us
Founded in 1917, John Crane is a global leader in the design, manufacturing, and engineering of mission critical flow control solutions for increased efficiency, emission reductions and energy transformation. Our products include mechanical seals and systems, couplings, bearings, filtration systems and predictive digital monitoring technologies. John Crane customer service is accessed through a global network of more than 200 global sites in over 50 countries employing more than 6,000 employees worldwide. We partner with our customers and help them meet the latest environmental standards and keep their operations safe and controlled.
John Crane is part of Smiths Group, For over 170 years, Smiths has been improving our world through smarter engineering. Our technology benefits millions of people every day – making travel safer, supporting sustainable energy transition, efficiently heating, cooling our homes, and helping our world stay connected.
Job Description
Responsible for technical support to Smiths employees pertinent to personal computing devices, associated software on a variety of IT applications and systems, ensuring that the defined customer care philosophy is adhered to and driving efficiency, effectiveness, and customer satisfaction to BIS customers
Identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard BIS SLT’s
Provide 2/3 responds to phone calls, emails and web form requests for technical support and attempt to resolve on first contact
Monitor incidents or requests to ensure a timely resolution
Provide technical support to all BIS services (including WinTel, LAN team, PMO, ERP and Service Management) as required to ensure successful service delivery across Smiths
Support for all Smiths Projects and Initiatives as required to ensure successful implementation across Smiths
Collaborate with vendors and service providers at their sites assigned, as required to ensure IT infrastructure and computer systems are properly maintained
Has knowledge of commonly - used concepts, practices, and procedures of the help desk industry.
Key Responsibilities:
Provide on-site support to the business units in a professional and detail-oriented method, including desk side support and working directly with clients when it’s necessary
Provision and manage personal computing devices per the BIS standards and policies
Support the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone support
Provide 2/3 Level 1 remote technical support to all Smiths employees
On 2/3 shift, receive and log all phone calls, emails and web forms within the service desk tracking system and attempt to resolve incidents or requests on first contact, when possible, prior to escalating to Level II Support
Evaluate issues by interpreting end - users problem descriptions to determine resolution or best course of action
Manage tickets and tasks to BIS standards and ensure BIS SLT targets are met
Identify problem trends and report to Global Service Desk Manager for further analysis
Assist in creating and supporting the implementation of new technologies and services in Windows 10 & 11 and managing BIS initiatives and projects as required
Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements
Provide support to Manufacturing to environment for hand scanners, label printers and other manufacturing devices connected via network
Provide technical support and expertise to other Client Services Supervisors, regions, sites, and BIS / Businesses projects
Assist the Client Services Supervisors & Managers in the creation, implementation and maintenance of policies, procedures, and associated training plans
Create/Maintain documentation as required
Ensure the defined customer care philosophy that drives customer satisfaction is adhered to Support Asset Management for all Client Service devices
Availability to travel to support other Smiths locations by car or air as required.
Qualifications• Experience in a customer service oriented, customer support environment and IT service desk environment desire.
• Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support
• Experience with Windows10 Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook).
• Ability to learn effectively and retain information; ability to understand and follow written and oral instructions.
• Organize and manage multiple tasks and priorities.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Strong communication and collaboration skills
• Knowledge of ITIL Service Delivery processes
• Maintain confidentiality of information; communicate effectively with the more difficult customers.
• Bilingual language skill, Spanish / English
• Need to be able to travel to other site(s).
Skills Required
- Experience in a customer service oriented IT service desk environment
- Experience supporting hardware, software, operating systems, networking, and remote connectivity
- Experience with Windows 10 and Windows 11 OS installation and troubleshooting
- Experience with Microsoft business products and O365 (Teams, Azure, Outlook)
- Knowledge of LAN/WAN networking concepts
- Experience supporting mobile devices (iPhone and Android)
- Experience supporting manufacturing peripherals (hand scanners, label printers)
- Familiarity with ERP and service management systems and service desk tracking tools
- Knowledge of ITIL service delivery processes
- Strong communication, collaboration, and customer service skills
- Ability to organize and manage multiple tasks and priorities; follow written and oral instructions
- Bilingual in Spanish and English
- Availability to travel to other sites by car or air as required
What We Do
For over 170 years, Smiths Group has been pioneering progress by engineering a better future. We serve millions of people every year, to help make the world safer, more energy efficient and productive, and better connected, across four global markets: Energy, General Industrial, Safety & Security, and Aerospace & Defence. Listed on the London Stock Exchange, Smiths employs more than 15,000 colleagues in over 50 countries. For more information visit www.smiths.com. We're looking for people with curious minds. Who want responsibility and relish a challenge. Whether you're an experienced professional or just starting out, our global scale and focus on growth means we have some great career opportunities for you. There's never been a better time to join Smiths.
