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Solutions Center Site Lead

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Date: Jun 17, 2022

Location: Brussels, Brussels (Capital), BE, 1160

Company: Lubrizol Corporation

Lubrizol, a Berkshire Hathaway company, is a global market-driven company that combines complex, specialty chemicals to optimize the quality, performance and value of customers' products while reducing their environmental impact Their. Lubrizol produces and supplies technologies to customers in the global transportation, industrial and consumer markets. These technologies include lubricant additives for engine oils, driveline and other transportation-related fluids, industrial lubricants, and additives for gasoline and diesel fuel. In addition, Lubrizol makes ingredients and additives for home care and personal care products and pharmaceuticals, and specialty materials, including plastics technology and performance coatings in the form of resins and additives. 

Role Accountability

Accountable for ensuring proper facilitation and escalation of issues or tickets for their site(s); primary point of contact for all IT support related site needs.

 

Role Scope

This position serves as a global/local site point of contact for support needs. Site leads can expect to spend their time resolving incidents and requests that require remote, face-to-face, or local, site- or country-specific knowledge. The lead may be involved in projects when the business has a need for new or upgraded IS systems and may serve as an application owner. The site lead creates updates and reviews Solutions Center-owned knowledgebase regularly. Working with vendors or third-party companies for advanced IS troubleshooting, monitoring and installation may be required. The site lead is involved in training and education of the end user community on IS systems and processes. This position requires frequent interaction with Solutions Center teammates globally, as well as Asset Management, and Software Delivery teams. The site lead will also build close partnership with service owners, business relationship managers, other IS groups and management. Travel to other sites to address end user issues and relationship needs may be required.

 

Essential Job Functions

  • Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, walk-ins and any other interactions.
  • Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents as appropriate.
  • Provide information to end users regarding the status of their incidents or requests.
  • Troubleshoot advanced PC hardware and software problems; perform software installations and upgrades.
  • Provide local support, monitoring, troubleshooting and maintenance for applications, network, servers, and security; replace hardware as needed.
  • Research, resolve, and respond to questions received in accordance with set policies and procedures.
  • Continuously develop communication skills and advanced problem-solving techniques; create more efficient support methods.
  • Attempt proactive resolution of end user and IS support issues to maintain a high level of visibility within the end user community.
  • Participate in team projects that enhance quality of service and promote technical and career growth.
  • Coordinate incident resolution and service request completion with various workgroups.
  • Identify trends in support issues when possible and create problem tickets.
  • Communicate with end users to gain agreement on resolution and close tickets accordingly.
  • Support the roll-out of new applications globally and in the local sites.
  • Provide education and training to local site users on IS systems and processes.
  • Work with vendors or third-party companies as needed to address issues or upgrades in the local sites
  • Test and evaluate any new technology related to the local business.
  • Conduct any electrical safety checks on computer equipment in the local sites.
  • Support labs, special builds and emergency support on a scheduled or ad hoc basis.
  • Populate and maintain Solutions Center-owned knowledgebase documents.
  • Participate in projects and incident reviews affecting local sites.
  • Fill in on Solutions Center Support Analyst responsibilities as needed.
  • Attend global team meetings (may be off-hours) as needed.

 

Critical Competencies

  • Analysis
  • Focus on Customers
  • Planning
  • Execution
  • Results Orientation
  • Open Communication
  • Collaboration
  • Establishing Trust

Required Qualifications

Education / Certifications:

  • Bachelor’s degree and/or 3-6 years of related experience
  • IT technical certifications a plus. (Cisco, Microsoft, VMware, Cyber Security).

Experience:

  • 3-6 years’ experience in an IT site/field support role
  • Experience in manufacturing setting a plus.
  • Project management experience a plus.
  • Knowledge and experience of the following is considered a plus
  • Microsoft Windows 10
  • Office 365 applications including Teams, OneDrive, Outlook and OneNote
  • Microsoft Internet Explorer and Edge, Google Chrome, and Safari
  • Adobe Acrobat, Foxit Reader, or other PDF applications
  • ServiceNow
  • VMware Horizon View
  • Palo Alto Global Protect (VPN)
  • iOS/Android devices
  • System Center Configuration Manager (SCCM)
  • Windows Internals
  • Networking Fundamentals
  • Information Security Fundamentals
  • Server Fundamentals
  • SAP

 

Skills & Systems:

  • Excellent communication skills including active listening skills and ability to convey empathy.
  • Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.
  • Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.
  • Time management skills including setting appropriate expectations with end users for resolution.
  • Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision.
  • Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.
  • Multi-tasking abilities while focusing on effective prioritization of work

 

Travel:

  • 30% travel may be needed to sites in region / in-country.

 

Lubrizol is present in the Brussels area with two locations and a total of about 100 employees: the Corporate office in Brussels city supports the business with services such as Finance, IT, Procurement, Customer Service, and HR. Louvain-la-Neuve, 25 km east of Brussels hosts an R & D facility of Lubrizol Advanced Materials Life Sciences business, where dedicated teams work on innovative applications and Provide technical services for our customers. Brussels is a multicultural center at the heart of Europe, close to all European locations and easily accessible, it has a rich history and many beautiful parks and walks. Lubrizol Brussels is a true reflection of this multicultural environment, with more than 10 nationalities amongst our employees.


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