Immerse yourself in our global support services team by providing top-notch assistance to customers for Manufacturing Execution System projects from design phase to implementation and deployment, as well as post-go-live support.
Key Responsibilities:
* Manage client expectations for priority of support issues and maintain open lines of communication.
* Offer technical guidance to key users during solution deployment on each site, ensuring a seamless experience.
* Provide expert assistance to sites with deployed solutions in production, troubleshooting any issues that may arise.
* Analyze complex issues and propose definitive solutions or workarounds, prioritizing efficiency and effectiveness.
* Develop and manage corrective code for maintenance activities, collaborating with cross-functional teams as needed.
* Oversee application releases and software deployment, adhering to industry best practices.
* Perform regular audits for supported sites from a technical and organizational perspective, identifying areas for improvement.
* Participate in internal tool and process improvements, driving innovation and growth.
* Develop a comprehensive knowledge repository for support queries and fixes, serving as a valuable resource for the team.
* Support 24/7 shifts, demonstrating adaptability and flexibility in a fast-paced environment.
Human Competencies:
* Exceptional customer service skills, with a focus on empathy and understanding.
* Personal and professional commitment to delivering high-quality results.
* Self-motivation and diligence, with a strong work ethic.
* A results-oriented approach, driven by a passion for excellence.
* Strong problem-solving skills, with the ability to analyze complex issues.
* Ability to prioritize tasks under pressure, maintaining a calm and composed demeanor.
* Customer-centric orientation, with a focus on meeting and exceeding customer expectations.
* Responsibility and effective communication, with a strong emphasis on teamwork and collaboration.
Technical Competencies:
* IT background with SQL and JavaScript skills, with a basic proficiency level.
* Experience with on-site manufacturing and logistics execution software implementations, although not required.
* Knowledge of C#, .NET, HTML, CSS, and jQuery, with a nice-to-have skillset.
Education:
* Degree-educated individual with a supply chain and/or manufacturing & IT engineering background.
Career Development:
Upon successful completion of the Support Specialist role, you may transition into a Consultant or Support Leader position for one of our global customers, unlocking new opportunities for growth and development.