Operations Support Engineer

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 enable individuals with disabilities to perform the essential functions.

Education:

• Bachelor’s degree in Computer Science, industrial engineering, or related field

Related experience:

• 7+ years’ experience in Navis (N4, XPS, etc.) technical support or Terminal Operating System development
• Industry experience in Marine Container Terminals, Distribution Centers or Warehouses preferred
• Code literacy in Java and/or Groovy preferred
• Working knowledge of use case modeling and process modeling techniques
• Deep technical troubleshooting and problem-solving capability with various applications and technologies
• Hands-on-experience building software integrations using API’s experience building preferred
• Experience troubleshooting EDI preferred

Required Competencies:

• Exceptional customer service, writing, and oral communication skills
• Strong leadership, time management, and organizational skills
• Team-working skills, especially multi-disciplinary with internal and external vendors
• Critical thinking and ability to drive resolution in ambiguous situations
• Demonstrated capacity to lead software solution change initiatives, including experience interacting with union representation, customers and various levels of management
• Requires problem-solving skills to respond quickly and effectively to operational issues

Required Credentials:

• Valid Washington State driver’s license, insurance, and reliable personal transportation capable of carrying computer equipment
• Obtain and Maintain TWIC (Transportation Workers Identification Card) issued by the Department of Homeland Security

Benefits:
One of Husky’s core values is People First. Husky Terminal cares about its employees and lives this value by offering competitive pay and a benefits package that supports you and your family. The company strives to keep benefits comprehensive and affordable.

Our benefits include:

• Potential annual discretionary bonus up to 15% of base salary for this role. Annual bonuses are subject to personal and company performance.
• Employer paid Medical, Dental, Vision, and Prescription insurance or employee can purchase buy-up plans
• Company Paid Basic Life and AD&D Insurance at two times base salary, with the option to purchase supplemental insurance
• No cost short-term and long-term disability
• Annual time off and sick time
• 10 Paid holidays
• 5 Floating days, prorated in first year depending on hire date
• Employee Assistance Program
• 401K with matching contributions up to 6% of the employee’s eligible earnings
• • 4% vested immediately, and full vesting is attained after three years of service
• Free onsite parking

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.

While performing the duties of this Job, the employee is regularly required to lift and/or move up to 40 pounds. The employee is regularly required to sit for long periods of time; working on a computer; use hands to finger, handle, or feel; bend and reach with hands and arms, and talk or hear.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is exposed to an office environment. The noise level in the work environment is quiet.

NOTE: 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.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.

Experience

Required

• 7 year(s): Experience in Navis (N4, XPS, etc.) technical support or Terminal Operating System development

Education

Required

• Bachelors or better in Computer Science or related field

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)