Vestcom is the industry leader in technology-driven shelf-edge solutions for Retailers and CPGs. Our data-integrated media solutions drive sales and loyalty, engaging shoppers where it matters most – the point of decision. Our patented innovation has been trusted by top retailers for more than 30 years to drive productivity and profitable growth. For our growing team of over 1000 employees, Vestcom offers the stability of an established company with the entrepreneurial spirit and fast-paced environment of a start-up.

Vestcom’s core values are at the heart of our organization, representing our fundamental beliefs and serving as our guiding light in for how we conduct business and interact with each other.

• OUR TEAMS - Our colleagues and our client define our team.
• OUR INTEGRITY - Our colleagues and clients rely upon us to deliver.
• OUR INGENUITY - Our colleagues and clients look to us for unique solutions.
• OUR PERFORMANCE - Our colleagues and clients team with us to win.

Vestcom is a standalone business unit of Avery Dennison, a Fortune 500 leader in materials science and packaging materials. Learn more at www.vestcom.com.

Opportunity

The Data Operations Support Technician’s role is to act as the first point of contact for all support issues that are channeled through Data Operations. They are responsible for capturing base line data (username, client name, detailed description of issue, email address, phone # and priority) and investigating/resolving simple production issues within established SLAs (or escalating to Tier 2, if needed). In addition, this position is responsible for receiving files; preprocessing files; creating PostScript files; transmitting PostScript files to Vestcom print centers and maintaining Data Operations. 

►   Key Areas of Responsibility

• Field incoming requests via telephone, e-mail and/or support tools to ensure courteous, timely and effective resolution of support issues.
• Capture base line information: username, client name, detailed description of issue, email address, phone # and priority.
• Prioritize and schedule issues. Escalate issue(s) (when required) to Tier 2.
• Record, track and document the issue/request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by Vestcom.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to issue requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Receive incoming data for processing; identify errors and make necessary corrections or refer to appropriate party for corrections.
• Maintain production schedules for all work processed on production servers; perform production in an efficient and timely manner.
• Monitor systems and processes to assure integrity of production files and output.
• Aid departments with special requests, outputs, or problems with respect to reports or special production runs, answer questions from other departments regarding processing of data.
• Perform special projects as required, including test runs of new programs.
• Interface with outside departmental staff to correct deficiencies as it relates to data processing and to determine the department's needs and objectives.
• Coordinate assigned activities with other departments to ensure that all work is done in a timely and accurate manner; review documents with departments to verify accuracy of data.
• Assist with data entry and computer operations as necessary.
• Assist with label setup team when necessary.
• Support the backup/disaster recovery planning and implementation process.
• Perform tests, make corrections, retest, and verify data accuracy. Monitor performance of programs after implementation.
• Must be able to provide data center service/support to operators and/or programming staff as needed outside of normal working hours to support 24/7 operations.
• Other duties as assigned by management.
• Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.

►   Key Qualifications

• Associate degree in Computer Information Systems, Computer Science, or related field from two-year college or technical school required; or at least one-year related experience and/or training and a High School degree; or equivalent combination of education and experience. Bachelor’s degree preferred.
• Previous work experience in a high-paced, customer-focused, support/ service setting is highly desirable.
• Must have master level knowledge of computer applications, networks, and computer operations. Not required but desired - experience with Linux/Unix/Freebsd, and a variety of software including AutoMate, WS FTP Pro, PCAnywhere, WinZip, WinZip Command Line, Adobe Acrobat/Distiller and Exchange, Visual Basic, .Net, SQL, and Microsoft Office.
• Must be flexible and able to work independently and effectively as part of a team, be willing to "take ownership" of tasks assigned and be detail oriented.
• Excellent problem-solving skills are needed with the ability to react to changes in standard operating procedures and implement quick and accurate decision making.
• Excellent customer service skills with the ability to communicate clearly with technical and non-technical users are required. 

The salary range for this position is $35,162 - $51,571/ year.
The hiring [base salary / wage rate] range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.

►   Additional Requirements

• Travel may be required as needed to support clients.
• Compliance with Company policies concerning maintaining a drug free workplace is required
• Compliance with all Company policies is required including all safety policies and procedures 

►   Supervisory Responsibilities 

None.

►   Management Disclaimer

Vestcom’s Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or Vestcom may terminate employment at any time, for any reason.