Factory IT & OT Support Technician

Job Title: Factory IT & OT Support Technician

Segment: Mars Pet Nutrition North America (PNNA)
Location: Fort Smith / Russellville Arkansas  (Supply Division)
Position Type: Full-Time / Day Shift 8am - 4:30pm

About Mars Pet Nutrition

At Mars Pet Nutrition, we are a global family of over 23,000 Associates dedicated to one shared purpose: A Better World for Pets™. For over 80 years, our trusted and beloved brands—including PEDIGREE®, WHISKAS®, ROYAL CANIN®, SHEBA®, and IAMS®—have kept pets happy, healthy, and thriving.

Our supply chain operates at the absolute cutting edge of manufacturing technology. As a Factory IT & OT Support Technician, you won’t just be managing servers and networks; you will be the digital guardian of the manufacturing lines that feed millions of pets daily. If you are passionate about cybersecurity, automation (OT), industrial networking, and driving continuous improvement in a fast-paced environment, your next career chapter starts here.

Role Purpose & Overview

The Factory IT & OT Support Technician is the primary on-site expert driving the delivery, reliability, and security of our manufacturing Operational Technology (OT) and Information Technology (IT) services. In this critical role, you will be the first point of contact for production-critical IT/OT applications and infrastructure, ensuring strict compliance with global Mars cybersecurity and technical standards. You will lead the strategy for Asset Health Checks, coordinate on-site digital infrastructure projects, support our advanced Manufacturing Execution Systems (MES), and champion continuous improvement to prevent downtime.

Key Responsibilities

• Cyber Security & Infrastructure Guardianship

• Local Network Administration: Serve as the on-site Network Administrator, ensuring absolute secure access control and proactive threat mitigation.

• Standards Adherence: Deploy remediation solutions to address risks and maintain global cybersecurity standards.

• Proactive Maintenance: Schedule, complete, and verify vital network processes, including backups, system patching, and antivirus updates across all factory IT/OT assets.

• Business Continuity: Prepare, test, and maintain emergency procedures and business continuity plans (site "crisis tool kits") to guarantee rapid recovery in the event of an outage.

• Lifecycle Management: Manage the full lifecycle, inventory, auditing, and procurement of IT infrastructure components, maintaining standard spare-part levels to eliminate operational bottlenecks.

• Delivery of Factory IT/OT Services & MES Support

• Systems Expertise: Serve as the site's primary functional expert for all local factory applications and the core Manufacturing Execution System (MES).

• Cross-Functional Collaboration: Partner closely with site Associates in Engineering, Operations, Maintenance, Quality, and global Mars IT (MGS) to rapidly diagnose, characterize, and resolve system issues.

• Ticketing & Analytics: Manage and resolve support requests using our global ticketing system, utilizing KPIs and performance dashboards to track support efficiency and drive continuous improvement.

• Identity Management: Govern consistent, highly secure user account management (such as Alero/Domain access control) aligned with global security policies.

• Project Ownership & Strategic Planning

• Masterplan Execution: Own the Site IT/OT Infrastructure Masterplan, aligning local hardware and software lifecycles with regional long-term capital plans.

• Project Delivery: Act as Project Manager and Technical Lead for the deployment, installation, and commissioning of new site-level IT/OT infrastructure projects (managing project budgets up to $200K).

• Stakeholder Engagement: Communicate changes, updates, and strategic plans clearly to site leadership teams (Quality, Production, Maintenance, and Engineering) and external vendors.

• Safety, Compliance, & Contractor Coordination

• Contractor Oversight: Supervise and manage external IT/OT technical contractors (managing contractor budgets of ~$50K), ensuring full induction compliance and strict adherence to Mars Safety and Food Safety standards.

• Operational Excellence: Drive site-wide compliance with regulatory requirements, food safety standards, and global corporate engineering guidelines.

Military & Veteran Friendly — We Want Your Skills!

At Mars, we highly value the disciplined leadership, process execution, and technical adaptability of military veterans. The high-pressure environments, technical rigor, and mission-critical focus of military operations translate perfectly to our advanced manufacturing floors.

If you have held any of the following military roles (or similar technical/operational specialties), we strongly encourage you to apply:

• U.S. Army: Signal Corps (25 Series - e.g., 25B, 25N, 25S), Cyber Network Defender (17C), Avionics/Electronics Mechanics.

• US. Navy: Information Systems Technician (IT), Electronics Technician (ET), Fire Controlman (FC), Aviation Electronics Technician (AT).

• U.S. Marine Corps: Communications (06xx Series - e.g., 0629, 0639, 0679), Cyber Security Technicians.

• U.S. Air Force: Cyber Systems Operations (3D0X2), Cyber Network Systems (3D1X2), Client Systems (3D1X1), RF Transmission Systems.

• U.S. Coast Guard: Information Systems Technician (IT), Electronics Technician (ET).

Why Your Military Background Makes You a Great Fit:

• Systems Under Pressure: Your experience managing communication arrays, command networks, or electrical systems during high-stakes training or deployments matches our need for factory-floor disaster recovery and business continuity.

• Disciplined Compliance: Transitioning from strict military safety and operational protocols makes managing Mars Quality and Food Safety compliance second nature to you.

• Leadership & Initiative: Even as an individual contributor, your ability to manage project teams of up to 5 people, oversee external contractors, and maintain accountability without direct supervision mirrors the B4 leadership profile.

Hiring Qualifications & Specifications

Minimum Required Qualifications:

• Education: Associate’s/2-year Technical Degree or professional Certificate in Engineering, Information Technology, Computer Science, or IT/OT Professional Studies (or equivalent military training/experience).

• Experience: 3+ years of progressive hands-on experience supporting IT and OT infrastructure in an industrial, manufacturing, or mission-critical environment.

• Communication: Professional fluency in English with exceptional written and verbal communication skills; ability to explain complex technical issues to non-technical operators.

Technical Skills & Professional Competency:

• Core competency in Server Administration and Virtual Infrastructure Administration (VMware, Hyper-V, or similar).

• Strong knowledge of IT/OT Architecture, industrial networking protocols, and cybersecurity practices.

• Practical understanding of relational databases and basic SQL database administration knowledge.

• Proficiency with data analysis tools, including Microsoft Excel (VBA/macros knowledge).

• Proven organizational and project management capability (budget coordination, vendor oversight, timeline management).

Key Leadership Competencies:

• Manages Complexity: Makes sense of high-volume, complex, and sometimes contradictory information to solve problems effectively.

• Communicates Effectively: Delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Collaborates: Builds partnerships and works collaboratively with others across organizational boundaries to meet shared objectives.

• Plans & Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals.

What We Offer

• Competitive Compensation: Base pay aligned with job level B4, plus eligibility for an annual performance-based bonus.

• Comprehensive Benefits on Day One: World-class medical, dental, and vision insurance.

• Future-Proof Retirement: Generous 401(k) plan with a robust company match.

• Work-Life Balance: Generous Paid Time Off (PTO) and paid holidays.

• Family Support: Up to 18 weeks of fully paid Parental/Maternity Leave.

• Life at Mars: Access to dog-friendly site offices and associate product discounts.

• Professional Growth: Dedicated training budgets, support for continuing education, and customized lateral or vertical career path planning.

Mars, Incorporated and its affiliates are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.