About the role

Provide application consulting and support to Aptean customers.  Participate as a member of the implementation team to deploy new projects, and/or provide on-going support to their existing installation. Consult with customers in the configuration and usage of application modules; research and resolves problems and issues. Manage customer expectations and foster positive business relationships with all customers.

Requires interface with customers and other team members. May involve travel to customer sites.

• Consulting Services
• 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.
• Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
• Submit time and expenses punctually each week.
• Maintain a professional appearance when onsite with customers.
• Incident Resolution
• Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
• Take ownership of and follow-through with all priority customer incidents.
• 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.
• 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.
• Set severity levels with customers.
• May be assigned escalated tickets.
• Knowledge Management
• Expand expertise within the product.
• Attend training sessions offered and use self-study tools; assist with peer training as needed.
• Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
• Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
• Communication
• 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. 
• Additional Duties
• Participates in system and release testing and QA as needed.
• Recommend improvements in Customer Solutions policies and procedures.
• Additional duties as assigned by management.

About you

• Possesses working knowledge of the Aptean application and demonstrates proficiency in key areas of the application.
• You have 0-2 years of experience in similar positions or Food & Beverage Industry experience pertaining to the following business areas:
• Planning & Production
• Warehouse & Logistics
• Finance
• Sales and Purchases
• Have experience in Microsoft BC/NAV.
• Technical Writing skills preferred.
• 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.
• Strong analytical problem solving and decision making skills.
• Ability to work efficiently and independently and do whatever it takes to get the job done.
• Able to understand, analyze and document business process.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Track record in providing outstanding customer service.
• Ability to travel to customer sites as required.
• You are a change champion.