We are seeking a proactive and customer-focused **On-Site Operations Support Specialist** to provide hands-on, white-glove support for production floor operations. This role is responsible for supporting line operators, troubleshooting equipment such as scanners and printers, and ensuring minimal disruption to operational workflows.
The ideal candidate will act as the bridge between floor operations and the technical support team, ensuring timely incident logging, communication, escalation, and resolution.
Key Responsibilities:
On-Floor Operational Support:
Provide real-time, on-site support to operators on production/packaging lines.
Assist with issues related to scanners, label printers, barcode systems, and line equipment interfaces.
Ensure all equipment functions optimally to maintain continuous production flow.
Perform basic troubleshooting, resets, and configurations to quickly resolve common issues.
White-Glove Service:
Deliver a high-touch, concierge-style support experience to floor operators and supervisors.
Proactively monitor operations and identify potential issues before they impact productivity.
Provide clear, user-friendly guidance and hands-on assistance to non-technical users.
Build strong working relationships with operators, supervisors, and stakeholders.
Incident Management & Coordination:
Log all incidents accurately in the ticketing system with relevant details.
Perform initial triage and troubleshooting to resolve issues where possible.
Escalate complex incidents to the technical/IT support team with complete diagnostics and context.
Actively coordinate with technical teams to track, communicate, and expedite issue resolution.
Follow up to ensure issues are resolved and users are satisfied.
Equipment & Systems Support:
Support and maintain:
Barcode scanners (handheld & fixed)
Industrial/label printers
Workstations and HMI terminals
Production line software interfaces
Assist in hardware replacements, setup, and basic preventive maintenance.
Documentation & Continuous Improvement:
Maintain accurate logs of recurring issues and resolutions.
Provide feedback to technical teams on recurring patterns and improvement areas.
Contribute to creation/update of standard operating procedures (SOPs) and knowledge base articles.
Required Qualifications:
2–5 years of experience in on-site IT or operations support, preferably in manufacturing, warehouse, or production environments.
Hands-on experience with:
Barcode scanners and label printers
Windows-based systems and basic networking
Strong troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work on the floor in a fast-paced, high-pressure environment.
Preferred Qualifications:
Experience with warehouse management systems (WMS) or manufacturing execution systems (MES).
Familiarity with ticketing tools (ServiceNow, Jira, etc.).
Basic understanding of networking (IP configuration, connectivity issues).
Key Competencies:
Customer-first mindset with a white-glove service approach
Strong ownership and accountability
Ability to multitask and prioritize effectively
Collaboration and teamwork
Attention to detail and process orientation
Work Environment:
Primarily on the production floor with exposure to operational equipment.
May require standing/walking for extended periods.
Office hours : 3PM – 11 PM
Location : 3601 Commerce Rd, Richmond, VA 23234
The pay range that the employer in good faith reasonably expects to pay for this position is $34.67/hour - $54.18/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.
Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.
