Maintenance Operations Analyst

Responsible for supporting field maintenance operations for ITM, ATM, and Scan Coin equipment by coordinating technician dispatch, managing warehouses and inventory activities, and administering maintenance ticketing and inventory management systems. This role supports operations across multiple warehouse locations, an extensive inventory with a large variety of parts, technician truck inventories, and a fleet of supported machines.

Job Description

Essential Duties and Responsibilities

• Coordinates daily dispatch and routing of maintenance tickets to technicians based on location, priority, technician availability, required parts, and operational impact. Monitors ticket status and adjust assignments as needed to support timely issue resolution.

• Monitors technician workloads, open ticket queues, aging service requests, and required follow-up activities to support service level objectives.

• Supports maintenance ticketing and inventory system administration, including system configuration, workflow updates, machine record changes, inventory setup, testing, data integrity, and ongoing system changes; builds, updates, and maintains machines sites.

• Configures and updates system records for new machines, replacement equipment, relocated equipment, retired equipment, and changes to supported ITM, ATM, and Scan Coin assets.

• Coordinates configuration updates for maintenance workflows, ticket routing rules, inventory locations, machine profiles, part records, and related system data.

• Reviews and validates system changes to ensure machine records, inventory data, ticket workflows, and reporting outputs remain accurate and aligned with operational needs.

• Coordinates testing activities for ticketing and inventory system updates, including test planning, execution, documentation of results, issue tracking, user acceptance testing, and implementation support.

• Manages inventory operations across multiple warehouse locations, technician truck inventories, large variety of inventory parts, and a fleet of supported machines. Establishes and maintains warehouse and technician inventory levels, including minimum and maximum stocking quantities, replenishment activities, and inventory accuracy initiatives.

• Receives, inspects, and inventory ITMs, ATMs, Scan Coin machines, parts, and associated components; verifies configuration, serial/asset details, and required quality checks.

• Coordinates shipping and receiving activities, including packing, labeling, carrier coordination, shipment tracking, and resolution of shipping discrepancies.

• Coordinates inventory transfers between warehouse locations, technician vehicles, vendors, and service locations while maintaining accurate inventory and asset records.

• Performs cycle counts and reconciles inventory variances; researches root causes and implements corrective actions to improve inventory accuracy.

• Coordinates vendor communications, RMAs, returns, and reconciliation of shipped and received parts to support timely disposition and accurate financial and asset tracking.

• Creates and maintains SOPs, processes maps, and job aids for dispatch, tickets intake and routing, machine builds, inventory transactions, shipping and receiving, system updates, testing activities, and vendor return workflows.

• Develops and delivers operational reports and dashboards related to ticket volume, aging service requests, technician workload, inventory aging, stockouts, turnaround time, vendor returns, and service level performance.

• Tracks vendor repair and returns turnaround time; analyzes recurring failures, documents trends, and escalates issues to reduce repeat incidents and improve availability.

• Identifies and recommends process improvements to streamline dispatch, ticket intake, routing, scheduling, warehouse workflows, inventory control, system administration, and vendor return processes.

• Assists technicians with staging equipment, including loading approved operating software or applications on new ITMs and ATMs prior to deployment, following documented procedures.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.

• Delivers friendly, caring service to internal and external members.

• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.

• Follow all physical and online security procedures and maintain strict confidentiality of all member information.

• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.

• Works scheduled hours and maintains punctuality.

• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.

An equivalent combination of education and experience may be considered.

Education Requirements

• High School or GED - Required
• Valid US Driver's License - Required
• 2 Year / Associate Degree in Business, Logistics, Supply Chain, Information Systems, Computer Science, or related field - Preferred

Experience Requirement

• 2 Years of experience in Logistics, warehouse operations, inventory control, supply chain operations, field service coordination, or maintenance dispatch experience with strong attention to data accuracy. - Required
• 1 Year of experience in System administration, system configuration, data maintenance, troubleshooting, reporting, testing, workflow support, or system change coordination experience. - Required
• 1 Year of experience in Ticketing, work order, maintenance management, inventory management, or asset tracking system experience; strong Excel skills including pivot tables, lookups, data validation, and reporting. - Required

Skills/Abilities

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.

• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.

• Resolve problems utilizing advanced knowledge and experience.

• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.

• Use correct English including spelling, grammar and punctuation.

• Operate computers and use business software and other standard office equipment.

• Understand and follow written and oral instructions.

• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Lifting and carrying up to 50 pounds.
• Good hearing, in regular proximity and in louder work environments including but not limited to; warning signals and operating equipment sounds.
• Good vision, including but not limited to; close and long vision, depth perception and ability to distinguish color and shades.

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

• Works in a general office environment.
• Occasionally exposed to moving mechanical parts and equipment.
• Occasionally exposed to fumes or airborne particles.
• Occasionally exposed to risk of electrical shock.
• Noise level in the work environment is usually moderate.
• Work hours may include early mornings, evenings, nights, weekends or holidays.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.