Team Lead MSCC chez KNAPP

WHO WE ARE

At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
 
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com..

WHAT YOU GET TO DO

The Multi Site Control Center Team Lead (MSCC Team Lead) is responsible for overseeing the daily operations of the Multi-Site Control Center, ensuring that customer sites are monitored effectively, incidents are tracked and resolved, and long-term solutions are implemented. This role acts as the primary escalation point for technical and operational issues and ensures seamless coordination between KNAPP and its customers. The Team Lead drives root cause analysis, manages shift planning for 24/7 coverage, and leads a team of MSCC Agents and Control Systems Engineers to deliver high-quality remote support services.

Essential Functions and Responsibilities: 

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead and mentor MSCC Agents and Control Systems Engineers in Kennesaw office. 
• Conduct regular performance reviews, coaching, and team development activities. 
• Foster a collaborative and customer-focused team culture.
• Ensure continuous monitoring of customer sites and proactive incident resolution. 
• Maintain visibility over all active tickets and escalations. 
• Drive root cause analysis and ensure proper documentation of incidents.
• Develop and manage rotating shift schedules to ensure 24/7 service coverage. 
• Coordinate staffing for holidays, weekends, and emergency situations. 
• Serve as the main point of contact for escalated incidents and service disruptions. 
• Provide frequent updates to customers during escalations via email or bridge calls. 
• Collaborate with KNAPP subsidiaries and subject matter experts for resolution.
• Identify and implement operational improvements and best practices. 
• Provide regular performance and incident reports to senior leadership.
• Takes ownership of team performance and fosters a culture of responsibility.
• Perform all other duties and responsibilities as assigned. 

WHAT YOU HAVE

• Bachelors Degree in Logistics, business, related field, or equivalent combination of education and experience. 
• 2+ years of experience in warehouse operations, supply chain, or automated distribution environments.
• 1+ years experience leading a team 
• Basic understanding of Linux, Java, Oracle, SQL and warehouse control systems.
• Ability to lead and motivate teams in a high-pressure, fast-paced environment.
• Operational experience within and automated distribution facility 
• Strong skills in report development 
• ITIL Foundation knowledge
• Excellent verbal and written communication skills 
• Customer-focused mindset with a proactive approach to problem solving.
• Proven organizational skills 
• Strong interpersonal skills

Working Conditions and Environment:

• Authorization to work in the U.S.
• Passport or ability to obtain passport
• Professional office etiquette is required at all times
•  Travel required 50% 
• Overtime as required by work 
• Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 20 pounds.

WHAT YOU WILL GET

• 2 remote days per week when in office
• Half day Fridays when in office
• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized Daycare
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law. 

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required.  All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”