On-Site Operations Support Specialist

eTeam Inc.

Richmond, VA

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JOB DETAILS

SALARY

$63–$67 Per Hour

SKILLS

Atlassian JIRA, Bar Code Labels and Equipment, Bar Code Scanners, Bar Code Software, Communication Skills, CompTIA - Computing Technology Industry Association, Computer Workstations, Customer Relations, Customer Satisfaction, Detail Oriented, Document Scanners, Establish Priorities, Hardware Administration, Human Machine Interface (HMI), IP (Internet Protocol), ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Interpersonal Skills, Knowledge Base, Manufacturing, Manufacturing Execution Systems (MES), Microsoft Windows Operating System, Mobile Devices, Multitasking, Network Configuration Management, On Site Support, Operational Support, Preventative Maintenance, Printers, Problem Solving Skills, Production Support, Production Systems, Resolve Customer Issues, ServiceNow, Standard Operating Procedures (SOP), Systems Administration/Management, Team Player, Technical Operations, Technical Support, Testing, Time Management, Warehousing

LOCATION

Richmond, VA

POSTED

9 days ago

Role name: On-Site Operations Support Specialist
Work site: Richmond, US (Onsite)

We are seeking a proactive and customer-focused **On-Site Operations Support Specialist** to provide hands-on, white-glove support for production floor operations. This role is responsible for supporting line operators, troubleshooting equipment such as scanners and printers, and ensuring minimal disruption to operational workflows.

The ideal candidate will act as the bridge between floor operations and the technical support team, ensuring timely incident logging, communication, escalation, and resolution.

## **Key Responsibilities**
### **On-Floor Operational Support**

- Provide **real-time, on-site support** to operators on production/packaging lines.
- Assist with issues related to **scanners, label printers, barcode systems, and line equipment interfaces**.
- Ensure all equipment is functioning optimally to maintain continuous production flow.
- Perform basic troubleshooting, resets, and configurations to quickly resolve common issues.

### **White-Glove Service**

- Deliver a **high-touch, concierge-style support experience** to floor operators and supervisors.
- Proactively monitor operations and identify potential issues before they impact productivity.
- Provide clear, user-friendly guidance and hands-on assistance to non-technical users.
- Build strong working relationships with operators, supervisors, and stakeholders.

### **Incident Management & Coordination**

- Log all incidents accurately in the ticketing system with relevant details.
- Perform **initial triage and troubleshooting** to resolve issues where possible.
- Escalate complex incidents to the **technical/IT support team** with complete diagnostics and context.
- Actively **coordinate with technical teams** to track, communicate, and expedite issue resolution.
- Follow up to ensure issues are resolved and users are satisfied.

### **Equipment & Systems Support**

- Support and maintain:
- Barcode scanners (handheld & fixed)
- Industrial/label printers
- Workstations and HMI terminals
- Production line software interfaces
- Assist in hardware replacements, setup, and basic preventive maintenance.

### **Documentation & Continuous Improvement**

- Maintain accurate logs of recurring issues and resolutions.
- Provide feedback to technical teams on recurring patterns and improvement areas.
- Contribute to creation/update of **standard operating procedures (SOPs)** and knowledge base articles.

## **Required Qualifications**

- 2–5 years of experience in **on-site IT or operations support**, preferably in manufacturing, warehouse, or production environments.
- Hands-on experience with:
- Barcode scanners and label printers
- Windows-based systems and basic networking
- Strong troubleshooting and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work on the floor in a fast-paced, high-pressure environment.

## **Preferred Qualifications**

- Experience with warehouse management systems (WMS) or manufacturing execution systems (MES).
- Familiarity with ticketing tools (ServiceNow, Jira, etc.).
- Basic understanding of networking (IP configuration, connectivity issues).
- Certifications such as CompTIA A , ITIL, or equivalent.

## **Key Competencies**

- Customer-first mindset with a **white-glove service approach**
- Strong ownership and accountability
- Ability to multitask and prioritize effectively
- Collaboration and teamwork
- Attention to detail and process orientation

## **Work Environment**

- Primarily on the production floor with exposure to operational equipment.
- May require standing/walking for extended periods.
- Office hours : 11PM – 7AM
- Location : 3601 Commerce Rd, Richmond, VA 23234

About the Company

eTeam Inc.

Looking for a great job? Join eTeam. We’re looking for talented staffing professionals to join our staff. We also provide contract assignments and full-time jobs at Fortune 2000 Companies. We’ve been named one of the best companies to work for by Staffing Industry Analysts and New Jersey Business.

COMPANY SIZE

100 to 499 employees

INDUSTRY

Other/Not Classified

FOUNDED

1998

WEBSITE

www.eteaminc.com

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