On - Site Operations Support Specialist (contract)

About the role

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.

Responsibilities

• 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.
• 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.
• 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.
• Support and maintain barcode scanners, industrial/label printers, workstations, and HMI terminals.
• Assist in hardware replacements, setup, and basic preventive maintenance.
• 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.

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).

Skills

• 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: 5:00 AM – 2:00 PM.

Pay and Benefits

The pay range for this position is $42.35/hour - $66.18/hour. Our offered benefits include medical, dental, vision, and retirement benefits.