Aptean, Inc. is an Equal Employment Opportunity Employer and is proud to have a drug-free environment. We evaluate qualified applicants without regard to race, color, sex, national origin, gender identity, religion, disability, age, veteran status, reprisal for engaging in anti-discrimination activities, protected genetic information, sexual orientation, parental status, and other legally protected characteristics.
Knowledge: A seasoned, experienced professional with a full understanding of process and discrete manufacturing, Enterprise Asset Management, and software implementation consulting; resolves a wide range of issues in creative ways and serves as a trusted advisor to internal and external customers. Coach and mentor customer resources in best practices as they relate to use of technology and business processes.
Complexity: Works on problems of diverse scope where analysis of data and workflow requires evaluation of identifiable factors and critical thinking to deduce answers to business challenges. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise to ensure that the right processes meet the requirements of customers.
Primary Duties and Responsibilities:
Provide consulting services to customers based on Aptean's service delivery methodology and procedures; services engagements may include implementation consulting, upgrade consulting, training, testing, and/or process improvement consulting.
Effectively work on multiple projects simultaneously while managing objectives and progress effectively.
Work collaboratively with Project Managers and project team members to deliver projects on time, on budget, on schedule.
Submit time and expenses punctually each week.
Maintain a professional appearance when onsite with customers.
Build relationships with customers to foster productive partnerships.
Clearly and concisely document all relevant interactions with customers throughout the engagement process to ensure that an effective knowledge base is maintained.
Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents during engagements.
Take ownership of and follow-through with all priority customer incidents during engagements.
Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand issue, its resolutions, and means for prevention.
Clearly and concisely document all customer interaction and all steps taken to resolve incidents during engagements.
Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
Work with R&D and product line team to expedite incident resolution and ensure seamless delivery of support service to customers.
Determine when issues need to be escalated.
Expand expertise within the product to match evolving business needs and requirements.
Attend training sessions offered and use self-study tools; assist with peer training as needed.
Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
Ensure a professional communication manner when in-person or on the phone at all times.
Serve as a trusted advisor to customers, both internal and external.
Bachelor's degree required
Requires a minimum of 3 years of related experience with a Bachelor's degree; or 1 year and a Master's degree; or a PhD without experience; or equivalent work experience. Typical range is 2-5 years.
Skills and Abilities
Possesses working knowledge of EAM Systems and demonstrates proficiency in key process areas of like applications.
Understands the industry and business environment served by the application.
Basic understanding of relational database concepts and architecture.
Excellent time management and organizational skills.
Excellent verbal and written communication skills.
Track record in providing outstanding customer service.
Ability to travel to customer sites as required.
Aptean, Inc., is an Equal Employment Opportunity Employer. In accordance with applicable federal, state, and local laws we do not tolerate discrimination or harassment against any applicant for employment or employee with Aptean because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information or any other group status protected by applicable law.