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Job Description
- Responsible for the customer support experience.
- Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g. swarming)
- Identify cases that require escalation (either technically or strategically)
- Create and maintain incident management requests to product group or engineering group
- Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience
- Provide ramp activities, knowledge sharing, technical coaching, and mentoring
- Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)
- Lead or participate in building communities with peer delivery roles; maybe workload or specialty-specific
Job Requirements
- 2+ years in a customer-facing service role in any capacity
- Strong customer service background, accurate and logical problem solving
- 2+ years of experience in ERP systems like Dynamics, SAP, PeopleSoft, NetSuite ERP, Oracle ERP Cloud, Epicor, and, or related
- 2+ years of experience in ERP working in one or more of the following Supply Chain Management areas:
- Sales order and Purchase order processing
- Manufacturing and Master planning
- Inventory and Warehouse management
- Inventory costing
- Transportation management
