MCPc is an industry leading managed endpoint computing, technology logistics, asset management, and sustainability organization that provides a proven, powerful end-to-end lifecycle management protocol. These capabilities provide clients expedited digital transformation, better management of the complexity and cost of technology, achievement of sustainability targets, and empower employee performance.

With headquarters in Cleveland, OH we’ve meticulously built a global network of partners that provide our services nationally and internationally in over 80 countries. 

• SkyPark is our Secure Technology Logistics Center 
• Link59 is our Security Operations Center (SOC) in Midtown  
• STAD is our Secure Technology Asset Disposition facility in Old Brooklyn
• Additional sales, configuration, and asset disposition operations located in Grand Rapids, MI, and Erie, PA  

MCPc and our associates are dedicated to the communities in which we serve and actively participate on numerous nonprofit boards and tirelessly donate our time to many charitable organizations. 

MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing client base. We believe in training and career development for all associates. As you may imagine, as a trusted global data protection and endpoint solutions company, we hold ourselves to the highest level of security. As such, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.

Objective: The purpose of this work package is to obtain services to support customer service, commissioning and advanced troubleshooting of wireless communications and on-board configuration management of mobile assets.

Description:

A.          Customer Calls

·         Provide immediate response/support on incoming calls for assistance from global customers and field teams related to on-board service offerings, wireless communications and associated hardware and software.

B.          Case Management

·         Manage incoming cases related to on-board services, communication systems and associated equipment and software.

·         Deliver recommendations to customers.

·         Review case execution feedback and determine success.

·         Escalate problems to appropriate personnel.

·         Wirelessly apply configurations to assets to control service functions.

C.          Productivity and Automation

·         Identify nonvalue added work/tasks.

·         Help identify and support opportunities for simplification and automation of service processes.

·         GPOC Staff, IT and engineering to identify options for overall service improvement to include but not limited to automation, end-user self-service and process improvement.

D.          Tracking & Metrics

·         Identify inaccurate recommendations and poor feedback.

·         Analyze operations data to identify and drive opportunities to reduce age of delivered recommendations and improve overall execution, timeliness, feedback and accuracy.

·         Maintain customer satisfaction, mean-time to repair and accuracy metrics.

E.           Reporting

·         Generate reports related to communication systems, including billing information

·         Generate reports related to IT system performance.

·         Service metrics reporting

F.           Media & Communications

·         Assist with internal and external communications

·         Support various media campaigns with brochures, displays and social media as required.

Requirements:

General office management skills

Excellent organization, communication and interpersonal skills

Experience that represents excellent customer service

Ability to interact at all levels within the organization, as well as directly with the global customer base

Hardware/Software Proficiency:

Microsoft Office Suite (Excel, Word, Access, PowerPoint)

Other proprietary software & systems

Activities: 

·         Integrate projects with day-to-day activities

·         Provide shift coverage in the Wabtec GPOC performing the above activities.

·         Support IT and engineering initiatives for service improvement, as required.

·         Report service “performance” to peers and management.

Schedule:

·         Typically, dayshift, M-F

·         Support for a 24/7 Operation

Communication:

In addition to ad hoc communications required for specific job functions, the following is a general outline of expected communications:

Communication expected to be completed weekly:

·         Program reviews.

·         Daily turnover of shift activities related to above.

Communication expected to be completed daily:

·         Exception/changes in scheduling or program deliverables.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.