Critical Systems Support Spec
Description
The Critical Systems Support Specialist will be responsible for providing world class service to the field and service providers in the support and education of current and future critical systems. Critical Systems include but are not limited to Dynamic Route Optimization (DRO), Preload Assist (PLA), Vision, Service Area Design (SAD), Plan Sort Date (PSD), Integrated Sortation System (ISS), Scheduler and other mission critical systems. The CSS Specialist will be responsible for training, educating and supporting station and district personnel in the best practices in the use of these systems. They will also act as a front line 24/7 district technical expert for first tier system failure/troubleshooting and will periodically be on call or be required to work overnight to support field operations in the use of critical systems.
Essential Functions
Leads the onsite implementation and support of new and existing critical systems in person or remotely.
Understands systems' potential failure points for troubleshooting - there will be some amount of on call and shift work to provide support 24/7, 365 days a year.
Provides onsite support, training and best practices advice for all critical systems via conference call, face-to-face training (on-site or remotely by video) using job aids, presentations, etc.
Serves as liaison between field end users and CSS engineering by investigating system and user issues and making recommendations to the engineering team for future enhancements, including changes in methods, equipment, software and systems.
Learns and disseminates technical and process information for each critical system.
Trains operations management, district staff and appropriate employees on all critical systems and processes in person and via remote strategies.
Monitors location implementation and progress including pre and post implementation tasks (via reports and analysis of metrics) and ensures successful use of key features for each critical system the group supports.
Supports service provider authorized officers and business contacts, in person and remotely in the use of DRO and other SP facing critical systems.
Continuously evaluates the need for process improvements and modifications, creates approved content to facilitate improved understanding.
Provides onsite and remote support for station relocations and new facilities to ensure critical systems are working as specified.
Participates on cross functional teams.
Performs other duties as assigned.
Minimum Education
High School Diploma or GED required.
Related experience may offset degree requirements and related education/degree may offset experience requirements.
Minimum Experience
Two (2) years progressive station operations experience and/or subject matter expert for at least one of the field critical systems required.
Knowledge Skills and Abilities
Software skills, including use of Microsoft Office software, web-based applications and video conferencing tools
Technical acumen and the ability to learn new technical skills and understand complex systems
Verbal and written communications skills necessary to explain complex and confidential information, and to effectively communicate with all levels of management
Presentation skills necessary to facilitate training and/or deliver informational sessions to groups and/or individuals.
Systems knowledge and understanding of potential failure points for troubleshooting
Ability to anticipate and identify problems and use fact based analysis to develop effective and efficient solutions or escalate to IT, technical Lead or engineering
Ability to work in a remote reporting organization
Time management and organizational skills are critical
Ability to build collaborative working relationships with internal and external customers to meet time sensitive deadlines
Up to 100% travel required
Working knowledge of the Service Provider Model preferred
Knowledge of concepts, practices, policies and procedures related to FedEx, FHD operations routing systems preferred
Job Conditions
Extensive travel required
Preferred Qualifications:
Pay Transparency: This compensation range is provided as a reasonable estimate of the current starting salary range for this role across all potential locations. If this opportunity includes multiple job levels, the range is a reasonable estimate of the current. starting salary for the lowest level to the current starting salary of the highest level. Actual starting pay would be determined by experience relative to the job, market level, pay at the location for this job and other job-related factors. An employee may be eligible for additional pay, premiums, or bonus potential. The Company offers eligible employees health, vision, and dental insurance, retirement plans, and tuition reimbursement.
Pay: U.S. Pay Range: $22.11/hour - $36.85/hour
Additional Details: Application Criteria: Upload current copy of Resume (Microsoft Word or PDF format only) and answer job screening questionnaire by July 14, 2025
Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.
Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. Applicants who require reasonable accommodations in the application or hiring process should contact recruitmentsupport@fedex.com.
Applicants have rights under Federal Employment Laws:
- Know Your Rights
- Pay Transparency
- Family and Medical Leave Act (FMLA)
- Employee Polygraph Protection Act
E-Verify Program Participant: Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services’ E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:
