Title: Field Services Engineer (SLT Support)
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Location: Eagle, ID
Job Requisition ID: Req-260560
Time Type: Full time
About Lamb Weston
Youâve probably enjoyed our fries without even knowing it! As a leading manufacturer in our industry, and public Fortune 500 company, we inspire and bring people together with foods they love and trust. Our customer base includes international food service providers, restaurants, and households in over 100 countries around the world.
A highly innovative global corporation with a start-up mindset, we empower every individual to make a genuine difference. Youâll gain access to hands-on training to fuel your growth and success, explore opportunities for new solutions, and youâll join a winning team of 10,000+ people all dedicated to raising the bar â together.
If you have a strong drive for results, a desire to help us bring the world together through our fries, and are ready for a fresh challenge, we want to hear from you.
Job Description Summary
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Lamb Weston is seeking an Executive Support Engineer to join our team at our HQ in Eagle, Idaho. As a member of the FSO Engineering team, the Executive Support Engineer role will be responsible for delivering a completely successful and secure end-to-end solution for any technology requests or issues coming from the Lamb Weston Senior Leadership team and Executive Staff. This person will require a passion to work directly with people every day and deliver a high level of customer service. As a member of the Executive Support team, you will interface daily with executives, their admins, employees, IT infrastructure, endpoint technology, as well as other IT functions, to deliver excellent IT services. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, is technically fluent, and thrives on providing a world class level of service.
Job Description
Position Responsibilities:
Executive Support
- Successful candidates will have strong interpersonal skills, a background in customer service, a goal-oriented focus, adept logical troubleshooting, a willingness to learn, and project management.
- Responsible for acting as the SPOC for members of the ELT and their executive admins.
- Quickly and accurately resolving issues while instilling confidence and demonstrating a high degree of professionalism and customer service.
- Provide recommendations to Executives on the best use of Lamb Weston IT Services to meet their needs.
- Take ownership of all hardware and software issues identified by the Executive and provide well-articulated and business-oriented status updates on a regular basis
- Provides excellent customer service and can diffuse heightened end-user sensitivity.
- Travel with Executives to off-site meetings and/or conferences, providing personal support throughout the event.
- Supports highly visible meetings such as Board of Directors and quarterly Earnings calls.
- Troubleshoot, diagnose, and apply logical solutions to resolve problems pertaining to Lamb Weston devices, network connectivity, printing, web conference and application usage for the Executive team.
- Lead and assist with root cause analysis (RCA) as it relates to systems and peripheral devices.
- Responsible for professionally dispatching work to internal IT teams for resolution where appropriate and following up to ensure completeness of tasks.
- Responsible for ensuring incidents are logged in ServiceNow to ensure activities can be analyzed and reported by the IT organization.
- Maintain confidentiality and privacy in all dealings with executives.
- Execute support while keeping security a priority.
- Provide off-hours support as necessary. Available to be on-call (24x7) for escalated requests occurring during non-business hours.
- Must remain flexible and organized and possess the ability to remain calm in an active, fast paced and changing environment.
- Maintain Standard Operating Procedures, policies, Service Level Agreements (SLAs), end-user training, and updates to the end user knowledge base.
Customer Service Skills
- Ability to Use Positive Language
- Clear Communication Skills
- Ability to handle surprises
- Ability to read customers
Business Process
- Provide technical support on operational or maintenance aspects of system equipment
- Diagnose mechanical, hardware, software and systems failures, using established procedures
- Perform remote or on-site servicing and/or repair of company products/services
- Collaborate to implement best practice system solutions and process changes.
- Document functional requirements and ROI opportunities. Identify and address root causes of business process problems.
- Design functional solutions that enable process change, continuous improvement and competitive advantage.
Application Services
- Actively contribute to requirements gathering process focusing on infrastructure components. In production support scenarios, support identification of incident trends and build proactive plans to eliminate.
- Collaborate with application designers and vendor solution providers to proactively model optimized infrastructure solutions.
- Comprehensively test all infrastructure components of IT solutions to ensure business requirements are met.
IT Process
- Adhere and comply with System Development Lifecycle (SDLC) and Release Management processes and procedures.
- Manage stages of projects through uniquely assigned project manager roles and responsibilities. Execute project management disciplines to ensure project activities and tasks are delivered on time, within budget and according to approved scope and quality requirements.
- Conduct effective investigation, diagnosis, and root cause analysis of Incidents / problems. Develop, Implement, and document solutions in a timely manner and validate with system users that service has been restored.
- Conduct proper urgency, impact, and risk assessment of change requests. Plan, schedule, implement and document changes in accordance with core SDLC and Change Advisory Board processes.
- Execute timely and accurate time tracking of all work hours. Contribute to accurate estimation of work activities and tasks.
- Performs other duties as assigned
Basic & Preferred Qualifications
Position Qualifications:
- Four-year college degree is preferred. Focus on computer science, information systems or a related field desired.
- 3+ Years of experience supporting end users and executives. Along with managing and deploying Desktop and Mobile devices, tools, and software with a focus on exceptional customer service and support required.
- Experience in a lead customer service role.
- Exceptional oral and written communication and customer service skills required
- Display a high sense of urgency, adaptability, and flexibility in a fast-changing environment
- Possess excellent problem-solving abilities including analytical, prioritization, and escalation
- Ability to work within multiple departments internal to IT
- Planning skills
- Knowledgeable of Microsoft Operating Systems, Apple iOS, Android, Office, Networking, Mobile Devices, and computer hardware
- A+ and Network + certification is preferred.
- Basic technical understanding of networking technology (Wi-Fi, switches, LAN, etc.).
- Ability to manage a 4-year technology refresh cycle
- Understanding of desktops, laptops, printers, and other peripherals
- Ability to perform computer imaging
- DHCP, DNS, IP Addressing, Windows Server 2016/2026 administration experience desired.
- Ability to travel as needed.
- Firm understanding of AV equipment and collaboration tools (Microsoft Teams and Zoom)
- Ability to lift 50 lbs.
Industry-Competitive Benefits
Coupled with our compensation and bonus incentive programs, our benefits deliver rewards that are market competitive. Â Some of the most attractive elements of our benefit programs include: