This is an interview position.

GENERAL SUMMARY
The Critical Systems Support Specialist will be responsible for providing world class service to the field and service providers in the support and education of current and future critical systems. Critical Systems include but are not limited to Dynamic Route Optimization (DRO), Preload Assist (PLA), Vision, Service Area Design (SAD), Plan Sort Date (PSD), Integrated Sortation System (ISS), Scheduler and other mission critical systems. The CSS Specialist will be responsible for training, educating and supporting station and district personnel in the best practices in the use of these systems. They will also act as a front line 24/7 district technical expert for first tier system failure/troubleshooting and will periodically be on call or be required to work overnight to support field operations in the use of critical systems.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• High School Diploma or GED required, Bachelor’s degree in Management, Logistics, Education, Technology or related field preferred
• Two (2) years progressive station operations experience and/or subject matter expert for at least one of the field critical systems required

• Software skills, including use of Microsoft Office software, web-based applications and video conferencing tools

• Technical acumen and the ability to learn new technical skills and understand complex systems

• Verbal and written communications skills necessary to explain complex and confidential information, and to effectively communicate with all levels of management
• Presentation skills necessary to facilitate training and/or deliver informational sessions to groups and/or individuals.
• Systems knowledge and understanding of potential failure points for troubleshooting
• Ability to anticipate and identify problems and use fact based analysis to develop effective and efficient solutions or escalate to IT, technical Lead or engineering
• Ability to work in a remote reporting organization
• Time management and organizational skills are critical
• Ability to build collaborative working relationships with internal and external customers to meet time sensitive deadlines
• Up to 100% travel required
• Working knowledge of the Service Provider Model preferred
• Knowledge of concepts, practices, policies and procedures related to FXG, FHD operations routing systems preferred
• For Canadian CSS - Bilingual (English and French Canadian) preferred but not required

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• High School Diploma or GED required, Bachelor’s degree in Management, Logistics, Education, Technology or related field preferred
• Two (2) years progressive station operations experience and/or subject matter expert for at least one of the field critical systems required

• Software skills, including use of Microsoft Office software, web-based applications and video conferencing tools

• Technical acumen and the ability to learn new technical skills and understand complex systems

• Verbal and written communications skills necessary to explain complex and confidential information, and to effectively communicate with all levels of management
• Presentation skills necessary to facilitate training and/or deliver informational sessions to groups and/or individuals.
• Systems knowledge and understanding of potential failure points for troubleshooting
• Ability to anticipate and identify problems and use fact based analysis to develop effective and efficient solutions or escalate to IT, technical Lead or engineering
• Ability to work in a remote reporting organization
• Time management and organizational skills are critical
• Ability to build collaborative working relationships with internal and external customers to meet time sensitive deadlines
• Up to 100% travel required
• Working knowledge of the Service Provider Model preferred
• Knowledge of concepts, practices, policies and procedures related to FXG, FHD operations routing systems preferred
• For Canadian CSS - Bilingual (English and French Canadian) preferred but not required

Preferred Qualifications:
Pay Transparency:
Pay:
Additional Details: NOTE: This is a local post, available ONLY to Fed Ex employees currently reporting to Engineering Managers and District Managers

DISCLAIMER
This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. The incumbent of this position is expected to perform all other duties as assigned, must be able to complete and achieve minimum thresholds on any mandatory testing and training, must be able to operate in a PC windows environment, have the ability to successfully complete all recurrence training and maintain annual accreditations where applicable and work varying shifts based on business needs. If the incumbent resides in the province of Quebec, you must be bilingual (French and English). In addition to the usual factors used in the selection process, all candidates for positions that require driving as a core competency require a valid driver's license (e.g. Class 5,G, or 1[AZ]) and a driving record with two or fewer violations and/or accidents in the 24 months prior to the date of application. Further, candidates will be assessed through careful consideration of:

• their current driver's abstract;
• their performance during application interviews; and
• their performance on any driver competency assessments administered