This person will manage the Support Department. Support services are rendered to existing customers, based on a support contract which is signed after a new customer warehouse has been successfully implemented.The position requires the management of support resources across different types of customer profiles to ensure a defined chargeability target is met. Site champions are defined per site, which manage the direct relationship and support needs with a customer. The support manager is responsible in matching support staff to customers and ensure that support requirements are fulfilled in a timely manner.
The position requires a good working relationship with all customer sites, to facilitate and manage the escalation of service, support, hours and account problems or queries. The position is measured against a set of set KPI’s, which is based on existing support management systems.
Qualifications:
? CPIM, B.Com, Logistics related degree (M+3)
? Working knowledge of SYSPRO plus module accreditation is essential
? SYSPRO Support Level 2 certification advantageous
Experience:
? A minimum of two years’ management experience within a support department environment.
? A minimum of five years working experience within a large warehousing / supply chain A minimum of three years’ working experience with SYSPRO ERP preferred
? environment
? Two year working experience with MS SQL Server relational databases advantageous
? Report writing/querying skills within MS SQL advantageous
Attributes:
? Strong management skills
? Can deal with any conflict situations calmly and professionally
? Excellent problem solving/analytical skills and handling various situations fairly and cool headed
? Willing to spend time with and mentor individual team members
? Willing to learn and delve into technical details in order to understand the situation
? Customer service orientated
? Excellent written and verbal communication skills
? Positive, proactive and energetic person
? Business process knowledge
? Own transport
? Proficient in English
? Strong administrative and documentation skills
? Quick and continuous learner
Job Description:
? Manage the support department staff and operation (billing, credits, chargeability) in order to meet customer and internal expectations
? Maintain positive and constructive relationships with customers
? Setup of Customer days and WMS Super User days
? Regular client courtesy visits (within Gauteng)
? Occasional countrywide client courtesy visits
? Escalation and management of 3rd level support matters to development team
? Manage competency gaps within the support team (One on One’s, PR’s)
? Professional take-over of WMS sites after go-live
? Mange support contracts in order to achieve budgeted targets
? Ensure product design and quality assurance during software upgrades
? Support staff resource management
? Management of site and support specific documentation requirements
? Regular Support Call analysis to identify root causes and preventative measures
? Performing Support Department Audits and driving improved scores
? Management of internal training sessions for knowledge transfer
? Performing client feedback surveys, and action preventative measures to close gaps
? Oversee all billable time companywide for accuracy and fairness
? Monthly billing sign-off and liaison with customers regarding timesheets