Develops and implements customer satisfaction through creating and supporting plans for them to operate the company's products.
Essential Duties and Responsibilities
Analyzes customer reported problems and reports to appropriate channels problem areas in products.
Delivers technical training to newly hired support staff and new hires in other departments who might require product training.
Assists other departments within organization to prepare product descriptions, manuals, and technical publications.
Collects and analyzes business and accounting requirements.
Works with development department in testing and implementing new product features, recommended structures and throughput.
Recommends new strategies and programs for customer support and satisfaction.
Loads company's software products onto computers and networks at customer site.
Implements and support Microtech INFINITY ERP Software, operates ERP system modules and support ERP users.
Analyzes business process, design and implement business cycles and workflows.
Responds to client inquiries concerning product operation and diagnoses system hardware, software, and operator problems.
Instructs users on use of software products, and manuals.
Recommends or performs minor remedial actions at customer side to correct problems related to software operation.
Coordinates activities with help desk, network services, or other information systems groups.
Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
Replaces defective or inadequate software.
Refers major hardware/software problems to service personnel/development department for correction.
Responsible for customer's smooth operation on company products. Reports any and all problems which might affect total customer operation performance to customer's management and to his manager.
Aids customer in implementation issues and final results verification through continuously revising and adjusting customer business processes, data inputs, management reporting requirements, and system usage.
Acts as a liaison between technical department at Microtech and customers using the software in regards to system effectiveness, modification requests, performance issues, new applications, etc.
Job Qualifications and Requirements
Bachelor's degree, with accounting/ business/ manufacturing major.
Minimum three years experience in implementing ERP software.
Ability to read and interpret documents such as operating and maintenance instructions, procedure manuals, analysis documents.
Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Proficiency in English language is a must.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Project Management - Spreadsheets - Presentation Software - Word processors - Web browsers - Communications Software.
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