Product Support Analyst - MFG
Company Name:
IFS North America
IFS is a globally recognized leader in developing and delivering business software for enterprise resource planning (ERP), enterprise asset management (EAM) and enterprise service management (ESM). IFS brings customers in targeted sectors closer to their business, helps them be more agile and enables them to profit from change. IFS is a public company (XSTO: IFS) that was founded in 1983 and currently has over 2,600 employees. IFS supports more than 2,200 customers worldwide from local offices and through partners in more than 60 countries. For more information visit: .
Summary
The primary purpose of the Product Support Analyst-Manufacturing is to assist IFS Customers, Personnel and Authorized Service Providers with second level application support focusing on the IFS Manufacturing Application Modules. Responsible for handling a wide range of customer issues in the Manufacturing area of the IFS software (Shop Order, MRP, Master Scheduling, Projects, and Time Reporting). These issues may be bugs, training/set-up related and possibly mod related. Interface directly with the customer as well as IFS R&D.; This support is provided by telephone, written or Internet based customer issues that 'first level support was unable to resolve.
Requirements
Investigate and troubleshoot cases from established customers or referrals from other Support personnel on customer issues dealing with IFS applications
Recommend solution and deliver solution to successful completion
Capture and disseminate knowledge related to the products and services offered by IFS
Monitor call queues, enter cases, track & document resolutions
Maintain a log of problems so that reoccurring problems can be reported to R&D;
Offers ideas for continual improvement of business processes associated with the Support Center
Provide timely identification and remediation of problems
Utilize all research tools including Team Members to come to resolution
Performance is typically evaluated based on number of cases handled, successful resolution of those cases in a timely manner and customer service skills
Travel is generally not required for this position
Qualifications
Knowledge of Manufacturing processes and disciplines in order to understand issue(s) presented by customer
A 2 year of 4 years college degree is preferred and/or previous industry process knowledge of Manufacturing
Strong knowledge of software applications and/or IFS software is preferred
Prior knowledge using or supporting computer software specializing in Manufacturing Systems would be beneficial
Good communication, analytical, troubleshooting, and problem solving skills are necessary
Excellent multitasking skills; you will often be balancing several issues at the same time
Ability to maintain composure under pressure
We are an Equal Opportunity Employer EEO/AA/m/f/d/v. We are a Drug Free Workplace. Interested candidates should apply at /. Estimated Salary: $20 to $28 per hour based on qualifications.
IFS North America
IFS is a globally recognized leader in developing and delivering business software for enterprise resource planning (ERP), enterprise asset management (EAM) and enterprise service management (ESM). IFS brings customers in targeted sectors closer to their business, helps them be more agile and enables them to profit from change. IFS is a public company (XSTO: IFS) that was founded in 1983 and currently has over 2,600 employees. IFS supports more than 2,200 customers worldwide from local offices and through partners in more than 60 countries. For more information visit: .
Summary
The primary purpose of the Product Support Analyst-Manufacturing is to assist IFS Customers, Personnel and Authorized Service Providers with second level application support focusing on the IFS Manufacturing Application Modules. Responsible for handling a wide range of customer issues in the Manufacturing area of the IFS software (Shop Order, MRP, Master Scheduling, Projects, and Time Reporting). These issues may be bugs, training/set-up related and possibly mod related. Interface directly with the customer as well as IFS R&D.; This support is provided by telephone, written or Internet based customer issues that 'first level support was unable to resolve.
Requirements
Investigate and troubleshoot cases from established customers or referrals from other Support personnel on customer issues dealing with IFS applications
Recommend solution and deliver solution to successful completion
Capture and disseminate knowledge related to the products and services offered by IFS
Monitor call queues, enter cases, track & document resolutions
Maintain a log of problems so that reoccurring problems can be reported to R&D;
Offers ideas for continual improvement of business processes associated with the Support Center
Provide timely identification and remediation of problems
Utilize all research tools including Team Members to come to resolution
Performance is typically evaluated based on number of cases handled, successful resolution of those cases in a timely manner and customer service skills
Travel is generally not required for this position
Qualifications
Knowledge of Manufacturing processes and disciplines in order to understand issue(s) presented by customer
A 2 year of 4 years college degree is preferred and/or previous industry process knowledge of Manufacturing
Strong knowledge of software applications and/or IFS software is preferred
Prior knowledge using or supporting computer software specializing in Manufacturing Systems would be beneficial
Good communication, analytical, troubleshooting, and problem solving skills are necessary
Excellent multitasking skills; you will often be balancing several issues at the same time
Ability to maintain composure under pressure
We are an Equal Opportunity Employer EEO/AA/m/f/d/v. We are a Drug Free Workplace. Interested candidates should apply at /. Estimated Salary: $20 to $28 per hour based on qualifications.
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