Team Lead -Logistics Run/ Lead Support Analyst
About Medline:
Medline is America's largest national manufacturer and distributor of healthcare supplies and services. Today, Medline manufactures and distributes more than 550,000 medical products, encompassing medical-surgical items, and is one of the largest textile lines in the industry. With 20 manufacturing sites across North America, over 25 joint ventures manufacturing plants worldwide, and 45 distribution centers in North America and 50 worldwide, Medline posted $ 20.1+ billion in sales last year. Medline ranked #16 in Forbes 2024 list of America's largest private companies and ranked #9
in the world's largest medical device companies by MDO based on 2019 Revenues.
Medline Industries India Pvt. Ltd. Is engaged in providing offshore business support services to Medline Industries Inc. & its global associate companies in the area of Information Technology, Finance & Business Processes Management. Medline Industries India Private Limited was set up in 2010 in Pune, India. Today, we are a proud team of over 1400+ associates supporting Medline's healthcare vision across the USA, Europe & other international regions.
Why join Medline:
- A direct, full-time employment in a large, stable, rapidly growing and yet profitable company.
- Privately owned company with no public debts.
- No ill effects of recent downturn/recession.
- First-rate compensation and benefits package.
- Genuine individual growth potential in this new establishment.
- Open door and highly ethical work culture, with due accountability.
Location: Pune
Required skills:
- Overall experience of 8 + years in the IT industry with hands on experience of at least 5 – 7 years at L1 and L2 levels in support of established ERP products like SAP or Oracle Apps in a complex business and technical landscape
- 2-3 years of experience in leading a 8+ strong techno functional team supporting an enterprise level application requiring high availability in a 12*7*365 day coverage
- Should have experience in onboarding, training and evaluating resources capable of maintaining SLA standards for the application landscape supported
- Should have demonstrated Techno -functional skill sets required for guiding and operating as an individual contributor
- High learning agility. Position will often require learning new business processes and systems
- Strong Analytical skillsets
- Good grasp and experience in writing SQL Queries in support activities
- Good verbal and written English communication skills
- Working Hours: Should be open to Rotational Shift. Never in Night Shifts.
Desired Skills:
- Will be good to have experience in support of Logistics/ WMS systems
- SQL skillsets
- Manual test planning and execution experience
- Warehouse Management
Responsibilities:
The Role has both Lead and Individual contributor responsibilities
- Lead Responsibilities – 75 %
- Lead the team in all aspects to ensure support coverage on defined periods and as per SLA standards
- Provide subject matter and operational guidance to the team
- Define measurements and collate metrics to monitor and continuously improve efficiency and effectiveness of the teams
- Contribute to the overall body of knowledge on Logistics processes and systems
- Collaborate with management on team building and Team appraisal exercises
- As per the workload and priority be available to provide active support to the Medline warehouses
- Individual Contributor responsibilities up to 25%
- Provide L1 and L2 software and hardware support for Medline's logistics systems which include Warehouse Management, Transportation Management and Labor Management systems
- Diagnose and resolve problems using documented procedures and checklists (where available) in the performance of most responsibilities.
- Understand team and department service level agreements and follow team guidelines and procedures to manage open issues in an efficient manner to help ensure these service levels are achieved.
- Provide technical advice, guidance and informal training to users on hardware and applications.
- Document reported issues in system support log. Investigate re-occurring issues and develop solutions. The role is for a solution provider. The candidate should be a problem solver and able to communicate verbally and or in writing the details of the problem and the proposed solution.
- Escalate higher tier problems to appropriate team members or manager. Ensure that all escalated issues have been thoroughly researched and compared against the team's knowledge database prior to escalation.
- Utilize knowledge database and call tracking database to enhance quality and consistency of problem resolutions.
- Create and publish knowledge base articles to assist others in the diagnosis and resolution of specific issues. Consider business processes and system interaction when creating this documentation.
- Determine proper delivery method for this communication: e.g. formal training, distribution of soft copy documents, etc. Work with I/S training staff as necessary to ensure departmental consistency.
- As per Support Roster should be ready to work on all weekdays – though the number of total working hrs. in a week will be limited to 45 hrs.
