Position Purpose:
The Product Specialist is primarily responsible for working directly with customers to provide technical expertise for software configuration, implementation, upgrade, and support services for solutions distributed by Format Solutions primarily to feed mills and others within the Feed Industry. Current solutions include New Century™, Brill & Indigo. Other tasks include custom software solutions testing, report modifications, and technical support of databases, Windows servers, and Microsoft SQL Server and SSRS.
Principal Accountabilities:
60% Perform customer support – (after market,
Provide timely response and resolution to support cases to drive customer satisfaction. Includes some after-hours on-call support and project work.
20% Participate in customer implementation projects – (when they install it)
Includes configuration, upgrades, training, testing, support, and end-user competency validation. Includes Customization testing, documentation, facilitating customer-facing training sessions, and supporting the Sales/Account Management process with product demonstrations and on-site visits. On-going knowledge, skills and certifications will be developed on Format Solutions products such as New Century™, Brill & Indigo - based on candidate experience levels and business needs.
10% Conduct testing to verify performance of new software releases. Support other team members and assist with supporting the overall proactive work-flow of customer issues and escalations.Provide the “voice of the customer” within Format Solutions.
10% Continuous Improvement –
Participates in process improvement initiatives to improve our efficiency and ability to serve our customers.
Required:
Bachelor’s degree, or equivalent work experience.
Minimum of 2 years work experience in a feed or process manufacturing environment, and/or agriculture industry understanding.
Minimum of 2 years on experience working in a formulation, nutritionist within animal feed or Pet food industries
3 years customer service delivery experience in the following areas:
Software system configuration.
Software version upgrades.
Software functionality training and end-user competency validation.
Software testing skills.
Software customer support skills.
Software issue resolution.
Software Customization testing and documentation.
Database systems: SQL/SSRS, ODBC, Windows, and report modification skills.
Citrix and Virtual Environment configurations, and support skills.
IT / networking / client-server environments.
Advanced English level (oral and written)
Preferred.
Project management
Portuguese
