Job Description:

Summary

Supervises and coordinates activities of workers who provide problem solving support to computer users by performing the following duties.

Today, Replacement Parts, Inc./ Crow Burlingame is made up of a corporate staff and several different companies that employ over 1,500 employees, in 12 states, working at approximately 200 locations, all operating in the aftermarket automotive parts, paint and heavy duty parts business. In 2019, our company celebrated 100 years as a privately held business with most of our employees spending the majority of their working lives as part of the " Bumper to Bumper" family.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Establishes help desk system for task management and tracking, and selects appropriate database and workflow tools.

Creates long-term strategies for growth and maintenance of help desk department, and makes budgetary recommendations to upper management.

Trains help desk staff to answer and resolve incoming calls.

Solves, or assists help desk representatives in solving, non-routine or complex software, hardware, and procedure problems.

Analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management.

Confers with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware.

Writes recommendations for management review.

Coordinates installation of hardware and software, and implementation of procedure changes.

Supervisory Responsibilities

Directly supervises 3-7 employees in the IT Support Team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Job Knowledge - Competent in required job skills and knowledge; keeps abreast of current developments.

Performance Coaching - Sets goals and objectives; gives performance feedback; motivates for increased results.

Team Leadership - Fosters team cooperation; defines team roles and responsibilities; ensures progress toward goals.

Managing People - Takes responsibility for subordinates' activities; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); improves processes, products and services..

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree from four-year college or university and one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of the Microsoft Office Suite of products, Internet software and  Database software.

Certificates, Licenses, Registrations

A valid driver’s license and clean driving record is required

Physical Demands 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 talk or hear.  The employee is frequently required to sit; use hands to finger, handle, or feel and reach with hands and arms.  The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. 

Work Environment 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.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually moderate.

Employment at Replacement Parts, Inc. is subject to post offer, pre-employment drug testing.  Equal Opportunity Employer.   Replacement Parts, Inc. is a drug-free workplace.  *This is a Safety Sensitive position due to the use of heavy equipment, moving conveyors and hazardous material.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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