{"schemaVersion":"jobsearcher.job.v1","id":"6f0bc72e2d52a1ca4fd33db0","url":"https://jobsearcher.com/jobs/6f0bc72e2d52a1ca4fd33db0","canonicalUrl":"https://jobsearcher.com/jobs/6f0bc72e2d52a1ca4fd33db0","title":"Problem Manager","description":"FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.\n\nAt FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. \"Join the Movement\" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.\n\nPosition Summary\n\nThe Problem Manager leads the identification, investigation, analysis, and permanent resolution of recurring and high-impact incidents affecting automated material handling and warehouse automation systems. The role reduces operational disruption by identifying root causes and coordinating corrective and preventive actions across WES, WCS, WMS, controls, PLCs, robotics, material handling equipment, databases, networks, and related integrations.\n\nThe Problem Manager is the central owner of the Problem Management lifecycle for complex customer and production issues, working closely with Technical Support, Software Engineering, Controls Engineering, Site Operations, Customer Success, Product Management, Quality Assurance, Infrastructure, and third-party vendors to prevent repeat incidents and improve system reliability.\n\nThis role partners closely with Incident Management but owns a distinct piece of the lifecycle: Incident Managers own real-time restoration during an active incident, while the Problem Manager owns root-cause investigation and permanent resolution once an incident is stabilized or identified as recurring.\n\nKey Responsibilities\n1. Problem Management Ownership\nOwn and manage the end-to-end Problem Management process for recurring, major, complex, and high-business-impact incidents.\nIdentify patterns across incidents, tickets, alerts, and escalations; determine when related incidents represent a common problem requiring formal root cause investigation.\nLead structured Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone/Ishikawa, Fault Tree Analysis, Pareto, FMEA, or Kepner-Tregoe.\nFacilitate cross-functional RCA sessions with Engineering, QA, Infrastructure, and Operations, ensuring findings are evidence-based rather than symptom-based.\nEstablish and maintain formal Problem Records and Known Error Database (KEDB) entries — root cause, workaround, corrective/preventive action, ownership, and closure criteria.\nPrioritize problems by customer impact, operational risk, frequency, severity, downtime, and recurrence likelihood.\nDevelop, assign, and track Corrective and Preventive Action (CAPA) plans, and validate that fixes materially reduce recurrence before closing problems.\nIdentify systemic issues affecting multiple customers or platforms, escalate significant risks to leadership, and provide regular reporting on major problems and root-cause trends.\n2. WES/WCS and Automation Troubleshooting\nLead investigations spanning WES/WCS and their integration with WMS, ERP, PLCs, robotics, conveyors, AS/RS, AMRs, and related automation technologies.\nAnalyze failures across the order, task, and routing lifecycle — work release, task generation, divert logic, inventory movement, and tote/carton/pallet tracking.\nAnalyze failures at the equipment and controls layer — conveyor/sortation exceptions, equipment jams, PLC communication, robotics/AS-RS behavior, and WMS-to-WES-to-WCS-to-PLC communication.\nInvestigate performance degradation, latency, message failures, data synchronization issues, and abnormal equipment behavior.\nPartner with Software and Controls Engineering to distinguish software, configuration, integration, equipment, controls, infrastructure, and process-related causes.\nDevelop technical workarounds and Known Error documentation to limit impact while permanent fixes are developed.\n3. Major Incident Support (Partnering with Incident Management)\nPartner with Incident Managers and Technical Support during active incidents to ensure appropriate technical investigation, and transition recurring issues into formal Problem Management.\nParticipate in incident bridges and executive/customer escalations as the technical problem-resolution owner when appropriate.\nCoordinate post-incident reviews and lead post-mortem/lessons-learned sessions after significant outages; ensure follow-up actions are documented, assigned, and completed.\n4. Change and Release Coordination\nReview proposed changes and releases for known-problem fixes or operational risk; ensure fixes are tested, validated, and have a clear rollback strategy.\nCoordinate Requests for Change (RFCs) tied to problem resolutions and participate in Change Advisory Board (CAB) reviews when problem-related fixes are on the agenda.\nMonitor production performance after corrective actions are implemented and keep problem records current following releases and validated fixes.\nRequired Qualifications\nBachelor's degree in Computer Science, Information Technology, Engineering, Supply Chain, Industrial Automation, or a related field, or an equivalent combination of education and directly relevant experience.\n5+ years of experience in technical support, software engineering, systems engineering, automation engineering, IT service management, or a related technical discipline.\n3+ years of experience investigating and resolving complex production or operational issues.\nExperience performing Root Cause Analysis and leading cross-functional corrective action initiatives.\nExperience supporting customer-facing, business-critical, or 24/7 production environments.\nStrong understanding of Problem Management and RCA methodologies, and knowledge of ITIL Incident, Problem, Change, and Knowledge Management processes.\nAbility to analyze application logs, system events, error messages, and transaction data.\nExceptional analytical and critical-thinking skills, including the ability to differentiate symptoms from underlying root causes.\nAbility to manage ambiguous, complex technical problems spanning software, controls, equipment, infrastructure, and operational processes.\nAbility to lead cross-functional technical investigations without direct reporting authority.\nStrong facilitation and meeting-management skills, with excellent written documentation.\nAbility to communicate complex technical issues to technical and non-technical audiences, including customers.\nAbility to manage competing priorities in a fast-paced production environment.\nPreferred Qualifications\nDirect experience supporting warehouse automation, material handling systems, logistics technology, or industrial automation.\nExperience with WES, WCS, WMS, or comparable operational technology platforms.\nUnderstanding of warehouse automation architecture, material flow, and WES/WCS/WMS integration.\nUnderstanding of automated material handling technologies such as conveyor systems, sortation, AS/RS, AMRs, robotics, goods-to-person, and shuttle systems.\nUnderstanding of PLC and industrial controls concepts, and familiarity with industrial communication and integration technologies.\nKnowledge of APIs, messaging, interfaces, databases, and system integrations.\nWorking knowledge of SQL and database troubleshooting (SQL Server, Oracle, PostgreSQL, or similar).\nFamiliarity with monitoring and observability tools, and with Windows and Linux operating environments.\nITIL Foundation, ITIL Managing Professional, or equivalent IT Service Management certification.\nSix Sigma Green Belt or Black Belt.\nExperience with ServiceNow, Jira Service Management, Jira, Azure DevOps, or similar ITSM/work-management tools.\nExperience in Agile or DevOps environments, and knowledge of SDLC and release management processes.\nExperience supporting large-scale distribution centers, fulfillment centers, or e-commerce operations.\nExperience working directly with PLC-based automation systems and controls engineers.\nWorking Conditions\nWork may be performed in an office, remote, customer site, distribution center, manufacturing, or warehouse environment.\nAbility to participate in support escalation activities outside standard business hours when required.\nMay require travel to customer sites for critical problem investigation, post-incident reviews, or system assessments.\nAbility to work safely around active material handling and automated equipment in accordance with all applicable safety procedures.\n\nThe base salary range for this role is $87,600 to $131,300. This base salary range represents the low and high end of the base salary range for this position. Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.\n\nThis job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.\n\nIt is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.","company":"Fortna Systems","rawCompany":"fortna systems","city":"Jefferson","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-09-06T14:27:56.281Z","occupations":[{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"17-2112.00","title":"Industrial Engineers","slug":"industrial-engineers"},{"code":"11-3071.00","title":"Transportation, Storage, and Distribution Managers","slug":"transportation-storage-and-distribution-managers"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541614","title":"Process, Physical Distribution, and Logistics Consulting Services","slug":"process-physical-distribution-and-logistics-consulting-services"},{"code":"493110","title":"General Warehousing and Storage","slug":"general-warehousing-and-storage"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Problem Manager","description":"FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.\n\nAt FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. \"Join the Movement\" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.\n\nPosition Summary\n\nThe Problem Manager leads the identification, investigation, analysis, and permanent resolution of recurring and high-impact incidents affecting automated material handling and warehouse automation systems. The role reduces operational disruption by identifying root causes and coordinating corrective and preventive actions across WES, WCS, WMS, controls, PLCs, robotics, material handling equipment, databases, networks, and related integrations.\n\nThe Problem Manager is the central owner of the Problem Management lifecycle for complex customer and production issues, working closely with Technical Support, Software Engineering, Controls Engineering, Site Operations, Customer Success, Product Management, Quality Assurance, Infrastructure, and third-party vendors to prevent repeat incidents and improve system reliability.\n\nThis role partners closely with Incident Management but owns a distinct piece of the lifecycle: Incident Managers own real-time restoration during an active incident, while the Problem Manager owns root-cause investigation and permanent resolution once an incident is stabilized or identified as recurring.\n\nKey Responsibilities\n1. Problem Management Ownership\nOwn and manage the end-to-end Problem Management process for recurring, major, complex, and high-business-impact incidents.\nIdentify patterns across incidents, tickets, alerts, and escalations; determine when related incidents represent a common problem requiring formal root cause investigation.\nLead structured Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone/Ishikawa, Fault Tree Analysis, Pareto, FMEA, or Kepner-Tregoe.\nFacilitate cross-functional RCA sessions with Engineering, QA, Infrastructure, and Operations, ensuring findings are evidence-based rather than symptom-based.\nEstablish and maintain formal Problem Records and Known Error Database (KEDB) entries — root cause, workaround, corrective/preventive action, ownership, and closure criteria.\nPrioritize problems by customer impact, operational risk, frequency, severity, downtime, and recurrence likelihood.\nDevelop, assign, and track Corrective and Preventive Action (CAPA) plans, and validate that fixes materially reduce recurrence before closing problems.\nIdentify systemic issues affecting multiple customers or platforms, escalate significant risks to leadership, and provide regular reporting on major problems and root-cause trends.\n2. WES/WCS and Automation Troubleshooting\nLead investigations spanning WES/WCS and their integration with WMS, ERP, PLCs, robotics, conveyors, AS/RS, AMRs, and related automation technologies.\nAnalyze failures across the order, task, and routing lifecycle — work release, task generation, divert logic, inventory movement, and tote/carton/pallet tracking.\nAnalyze failures at the equipment and controls layer — conveyor/sortation exceptions, equipment jams, PLC communication, robotics/AS-RS behavior, and WMS-to-WES-to-WCS-to-PLC communication.\nInvestigate performance degradation, latency, message failures, data synchronization issues, and abnormal equipment behavior.\nPartner with Software and Controls Engineering to distinguish software, configuration, integration, equipment, controls, infrastructure, and process-related causes.\nDevelop technical workarounds and Known Error documentation to limit impact while permanent fixes are developed.\n3. Major Incident Support (Partnering with Incident Management)\nPartner with Incident Managers and Technical Support during active incidents to ensure appropriate technical investigation, and transition recurring issues into formal Problem Management.\nParticipate in incident bridges and executive/customer escalations as the technical problem-resolution owner when appropriate.\nCoordinate post-incident reviews and lead post-mortem/lessons-learned sessions after significant outages; ensure follow-up actions are documented, assigned, and completed.\n4. Change and Release Coordination\nReview proposed changes and releases for known-problem fixes or operational risk; ensure fixes are tested, validated, and have a clear rollback strategy.\nCoordinate Requests for Change (RFCs) tied to problem resolutions and participate in Change Advisory Board (CAB) reviews when problem-related fixes are on the agenda.\nMonitor production performance after corrective actions are implemented and keep problem records current following releases and validated fixes.\nRequired Qualifications\nBachelor's degree in Computer Science, Information Technology, Engineering, Supply Chain, Industrial Automation, or a related field, or an equivalent combination of education and directly relevant experience.\n5+ years of experience in technical support, software engineering, systems engineering, automation engineering, IT service management, or a related technical discipline.\n3+ years of experience investigating and resolving complex production or operational issues.\nExperience performing Root Cause Analysis and leading cross-functional corrective action initiatives.\nExperience supporting customer-facing, business-critical, or 24/7 production environments.\nStrong understanding of Problem Management and RCA methodologies, and knowledge of ITIL Incident, Problem, Change, and Knowledge Management processes.\nAbility to analyze application logs, system events, error messages, and transaction data.\nExceptional analytical and critical-thinking skills, including the ability to differentiate symptoms from underlying root causes.\nAbility to manage ambiguous, complex technical problems spanning software, controls, equipment, infrastructure, and operational processes.\nAbility to lead cross-functional technical investigations without direct reporting authority.\nStrong facilitation and meeting-management skills, with excellent written documentation.\nAbility to communicate complex technical issues to technical and non-technical audiences, including customers.\nAbility to manage competing priorities in a fast-paced production environment.\nPreferred Qualifications\nDirect experience supporting warehouse automation, material handling systems, logistics technology, or industrial automation.\nExperience with WES, WCS, WMS, or comparable operational technology platforms.\nUnderstanding of warehouse automation architecture, material flow, and WES/WCS/WMS integration.\nUnderstanding of automated material handling technologies such as conveyor systems, sortation, AS/RS, AMRs, robotics, goods-to-person, and shuttle systems.\nUnderstanding of PLC and industrial controls concepts, and familiarity with industrial communication and integration technologies.\nKnowledge of APIs, messaging, interfaces, databases, and system integrations.\nWorking knowledge of SQL and database troubleshooting (SQL Server, Oracle, PostgreSQL, or similar).\nFamiliarity with monitoring and observability tools, and with Windows and Linux operating environments.\nITIL Foundation, ITIL Managing Professional, or equivalent IT Service Management certification.\nSix Sigma Green Belt or Black Belt.\nExperience with ServiceNow, Jira Service Management, Jira, Azure DevOps, or similar ITSM/work-management tools.\nExperience in Agile or DevOps environments, and knowledge of SDLC and release management processes.\nExperience supporting large-scale distribution centers, fulfillment centers, or e-commerce operations.\nExperience working directly with PLC-based automation systems and controls engineers.\nWorking Conditions\nWork may be performed in an office, remote, customer site, distribution center, manufacturing, or warehouse environment.\nAbility to participate in support escalation activities outside standard business hours when required.\nMay require travel to customer sites for critical problem investigation, post-incident reviews, or system assessments.\nAbility to work safely around active material handling and automated equipment in accordance with all applicable safety procedures.\n\nThe base salary range for this role is $87,600 to $131,300. This base salary range represents the low and high end of the base salary range for this position. Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.\n\nThis job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.\n\nIt is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.","datePosted":"2026-09-06T14:27:56.281Z","dateModified":"2026-09-06T14:27:56.281Z","hiringOrganization":{"@type":"Organization","name":"Fortna Systems","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Jefferson","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"6f0bc72e2d52a1ca4fd33db0"},"url":"https://jobsearcher.com/jobs/6f0bc72e2d52a1ca4fd33db0"}}