Service Experience Specialist Job - Armstrong Ceilings

Primary location: Lancaster, Pennsylvania 
Relocation offered: No 
Employment status: Full-Time 
Travel: <10% 
Non-compete: No 

The estimated base salary range for this role is “59,000 - 65,000" per year.  
Individual pay is based upon location, skills and expertise, experience and other relevant factors

​What does it mean to work at Armstrong?

It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

A benefits package includin medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
Personal development to grow your career with us based on your strengths and interests.
A casual work environment where we have a recognition program for our team, and service awards. You will also be able to make the most of our fitness center and lunchtime cafe. 
A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results. 
​

The Service Experience Specialist is an individual contributor responsible for providing day-to-day operational support for existing infrastructure services to users of those services and project-based work leading to the development and deployment of new infrastructure services.

Essential Duties and Responsibilitiesinclude the following.  Other duties may be assigned.

• Functions as a resource implementing and supporting standard PC and print systems.
• Gathers requirements from users and deploys standard infrastructure technology to meet requirements.
• Participates in enterprise projects to provide technology and process expertise.
• Plans and completes standard hardware, software and operating system refreshes.
• Identifies and documents transactional tasks for elimination or transition to service providers.
• Provides Level 3 support for standard Regional or Local PC and print systems.
• Documents standard solutions appropriately for the Service Desk and Level 2 teams.
• Fulfills standard requests related to Regional and Local solutions.
• Tracks and documents inbound support requests, troubleshooting activity and resolution requirements.
• Provides after hours emergency pager support.
• Consistently drives toward change and improving the services with minimum disruption.
• Supports, develops and documents new and existing processes, procedures and solutions to meet business needs.
• Supports the development and management of relationships with vendors in concert with Manager and Supplier Relationship Management (SRM) process.
• Participates in the implementation and maintenance of best-practice standards, policies, procedures and associated training plans to ensure optimal daily operations are maintained.
• Participates in integrated systems planning to support overall corporate and business goals. Establishes/maintains lines of communication with stakeholders with a view to keeping all parties informed of incidents, problems, and resolution.
• Identifies opportunities to improve global standardization and organizational efficiencies.
• Contributes to the development of overall strategy, tactics, planning and execution of initiatives to support IT services.
• Documents work, including project post mortem documentation and metric collection.
• Maintains technical documentation and process topology to ensure alignment between the business strategies and the technology roadmap.

Supervisory Responsibilities:  None.

Travel:  Minimal travel expected, approximately 5%

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Working knowledge and experience with Microsoft Office products.
• Working knowledge of technology architecture preferred in a manufacturing environment
• Demonstrated willingness to expand knowledge and skills in area of assigned responsibility. Knowledge of technologies commonly utilized in a manufacturing environment.
• Well-developed verbal and written communication skills, with the ability to translate technical details in business language
• Ability to build relationships and willingness to communicate with customer groups.
• Above average statistical, analytical and problem solving ability with high attention to detail and accuracy. Knowledge of infrastructure support principles.
• Demonstrated ability to comprehend strategy, vision and direction and to embrace and facilitate change Results-driven, self-starter with the ability to manage multiple tasks concurrently.
• Exhibits accountability and accepts responsibility and consequences for work performance and conduct. Sets priorities, overcomes obstacles and opposition and uses organizational skills to get things done in a timely manner.
• A demonstrated customer service orientation.
• Proven teamwork skills and the ability to communicate with colleagues, customers and various levels within the organization.
• Intellectual curiosity supported by strong listening skills

Physical and Mental Demands

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to:  sit for prolonged periods; repetitive motion of hands/wrists/fingers; concentrate and repeat the same physical or mental activities over and over; think analytically and be exact or highly accurate; make decisions such as to identify complex problems, develop options and implement solutions; work in a team; ability to maintain regular, punctual attendance consistent with the ADAAA, FMLA and other federal, state and local standards; pay attention to and remember details; communicate effectively including active listening to understand points being made, and asking appropriate questions and not interrupting inappropriately; speak to convey information effectively; write to communicate effectively as appropriate for the needs of the audience; read to understand work related documents; move between different physical locations within and between buildings; and push, pull, carry and lift in the normal course of travel.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Requires working indoors in environmentally controlled conditions with standard level of noise common to an office environment including office equipment and co-workers speaking to each other and on phones.  Employees are required to wear personal protective equipment when entering the floor of manufacturing facilities based on the specific requirements of each location.

Education and/or Experience

• Bachelor’s degree or equivalent combination of education and experience in Computer Science, Engineering or a related field preferred.
• At least three years of experience administering PC clients and printers in an environment of >500 Windows systems
• Experience working with a team in an offshore or outsourced service delivery model; firm understanding of Active Directory operations; understanding of basic TCP/IP networking; strong statistical analytical and problem solving skills with high attention to detail and accuracy; solid understanding of operating systems like Windows XP, Windows 7, 2003, 2008

Certificates, Licenses, Registrations

Certification in either a process discipline (ITIL, PMI, Six Sigma) or technical discipline (SAP, Data Warehousing) is preferred.

Why should you join Armstrong World Industries?

Armstrong World Industries (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,800 employees and a manufacturing network of fifteen facilities in North America.

At home, at work, in healthcare facilities, classrooms, stores, or restaurants, we offer interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces.

For more than 150 years, we have built our business on trust and integrity. It set us apart then, and it sets us apart now, along with our ability to collaborate with and innovate for the people we're here to serve - our customers, our shareholders, our communities and our employees.

We are committed to developing new and sustainable ceiling solutions, with design and performance possibilities that make a positive difference in spaces where we live, work, learn, heal and play. It's an exciting, rewarding business to be in, and we're committed to continue to grow and prosper for the benefit of all of our stakeholders. We hope you join us.

Our Sustainability Ambition

"Bringing our Purpose to Life" - lead a transformation in the design and building of spaces fit for today and tomorrow.
We are committed to:

• Engaging a diverse, purpose-driven workforce;
• Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet;
• Pursuing sustainable, innovative solutions for spaces where we live, work, learn heal and play;
• Being a catalyst for change with all of our stakeholders; and
• Making a positive difference in the environments and communities we impact.

About the location (Lancaster PA)

Lancaster, PA. A great central location in South Central Pennsylvania, Lancaster is ideally situated for easy access to major metropolitan cities such as Philadelphia, Baltimore, Washington DC, and New York City. Lancaster offers a vibrant arts and entertainment community with wonderful historic sites, B&Bs, museums, great shopping, entertainment venues and restaurants.

Armstrong is committed to engaging a diverse, purpose-driven workforce.  As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at by email at  and let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

Come and build your future with us and apply today!