Technical Support Coordinator (St. Croix, U.S.V.I)

What makes this a great opportunity?

Located in St. Croix, Cruzan VIRIL, Ltd. is an award-winning Rum distillery and member of the SuntorySpirits family. Beginning in 1760 with the establishment of the land we make our rum on today—The Estate Diamond, the island of St. Croix and generations of the Nelthropp family have influenced each flavor, and left their mark on every barrel and batch. From everyone who shows up daily to run our distillery to the island we call home, our rum is named for the people and the place that made it all possible. To us, there would never be any rum without the Crucians who have always supported it all. We’re a team that’s moving forward, building on our rich past and growing new opportunities for the future. When you unleash your spirit with us, you’ll inspire a world of connections.  Cruzan rum is a great place with great people and great rum!

Role Responsibilities

The Technical Support Coordinator is responsible for performing highly diversified duties to install, troubleshoot, repair, and maintain production and enterprise IT network equipment and is responsible for analyzing, and evaluating technology issues and providing technology support to company employees.

Role Responsibilities

• Daily Maintenance Activities:
  • Install and maintain production and enterprise equipment.
  • Perform emergency/unscheduled repairs of production and enterprise equipment.
  • Perform scheduled repairs of production and enterprise network equipment.
  • Ensure that the appropriate equipment, parts, and materials are maintained in stock and that they have been procured in the most cost-effective manner available.
  • Read and interpret equipment manuals and work orders to perform required maintenance and service.
  • Assist with vendor/contractor coordination by obtaining cost quotes and scheduling on-site work to support plant production schedule.
  • Comply with safety regulations and maintain clean and orderly work areas utilizing 5S methodology to ensure sustainability.

• Preventive Maintenance Activities:
  • Manage and execute the daily checks and preventive maintenance for the facilities IT equipment, computer control systems, production, and enterprise networks.
  • Ensure success of preventive maintenance program for applicable IT equipment by aiding in scheduling and planning activities.
  • Perform preventive maintenance activities as part of regular routine.

• Responsibilities:
  • Obtain and continually refresh personal knowledge of all IT related plant equipment, buildings, technical documents, and drawings, etc. 
  • Consult and work with Beam Suntory IT managers and other departments as required.
  • Provide IT assistance to staff.
  • Work with Human Resources to set-up, troubleshoot and maintain personnel equipment i.e. computers, radios and time clock system.
  • Train end users on hardware functionality and software programs.
  • Monitor hardware, software, and system performance metrics.
  • Update software and hardware systems.
  • Perform and document diagnostic tests.
  • Diagnose and trouble-shoot problems and develop solutions.
  • Interact positively with visitors to the Cruzan Rum Distillery including tour program visitors, corporate visitors, and VIPs.
  • Adhere to and promote quality, environmental, health and safety as one of the organization’s business priorities.
  • Perform all other duties as assigned.

Qualifications

COMPENTENCIES AND SKILLS

• Must be able to read and interpret equipment manuals both written and electronic.
• Ability to provide technical support and resolve queries.
• In-depth knowledge of computer hardware, software, and networks.
• Proficiency in IT helpdesk processes and procedures
• Must be able to trouble-shoot and diagnose problems, adjust and/or repair/replace parts as may be needed on the various IT related plant equipment.
• Must be able to interface with mechanical, electrical, and civil construction contractors as well as equipment manufacturers, technicians, and diagnosticians.
• Must be a team player.
• Must be computer literate:
  • Ability to utilize programing and troubleshooting software for, plant instrumentation and IT equipment.
  • Ability to effectively interface with plant CMMS software.
  • Good working knowledge of “Wonderware” a plus.
  • Excellent working knowledge of Excel, Word, Outlook, PowerPoint, Project, Visio, etc.…
  • Excellent working knowledge of Windows operating systems.
  • Excellent writing and communication skills.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Workday will involve activities that vary throughout the day and will be both in an office environment, as well as in the field at a manufacturing facility.
• Occasional exposure to excessive heat & humidity, intermittent to constant noise, vibration, dust and slippery or uneven walking surfaces.
• Occasional lifting or moving heavy materials in difficult work positions.
• Must be willing to respond to occasional intermittent after-hours emergency calls to effect plant repairs.

EDUCATION, QUALIFICATIONS, AND EXPERIENCE

• A bachelor's degree in computer science, information technology, or similar preferred. Will consider overall experience and education.
• 3-5 years of experience as an IT support specialist.
• 3-5 years of plant manufacturing experience a plus