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Sr. Product Specialist

Job Description




Skills Required:
Yrs.

» Application Support
6-8 Yrs

» Communication
6-8 Yrs

» Customer Support
6-8 Yrs

» End User Documentation
4-6 Yrs

» Problem Tracking & Resolution
4-6 Yrs

» Process Improvement
4-6 Yrs


Note: There may be some remote work possibly after initial start of the position.

Managers Note: As a Senior Product Specialist, this position has the opportunity to enhance customer collaboration and project delivery expertise. The candidate will capitalize on core communication, influencing, and leadership skills that can translate to other roles within the company. Those roles include but are not limited to Solution Delivery, Product Development, Account Executive, or Management.

Required Skills: Candidates must have the following:
1 - Prior experience supporting Dynamics GP Software (minimum 5 years), ideally with Accounting and Agricultural experience.
2 - Minimum eight years customer service experience (preferably in a technical support role) with demonstrated computer expertise (IT support or software development.
3 - Excellent time management, multi-tasking, change management, prioritization, and strong inter-personal skills and an ability to learn new software products, software solutions, new technologies, and tools quickly

Interview Process: The initial interviews will be an a phone interview, follow by onsite interviews with the manager and team members

Position Overview:
The Senior Product Specialist is primarily responsible for providing deep technical knowledge and support services for internal and external customers on Feed Mill Operations Software products
developed and distributed by Format Solutions. Considered an advanced professional with substantial and broad application knowledge (especially with Microsoft Dynamics GP Software) to use under
limited supervision on advanced and complex application support activities. Provides mentoring and guidance for the further development of the Product Specialist team.

Role Emphasis:
60% Perform customer support on key accounts
Provide timely response and resolution to support cases to drive customer satisfaction. May include some after-hours on-call support as Subject Matter Expertise is required. Develops and maintains
key account customer relationships and interacts with application users to develop a substantial and broad understanding of the business and goals. Under limited supervision communicates and
interacts directly with application users via telephone, email, or web interface to provide solutions to advanced and complex application issues, questions or support tickets. Has a substantial and broad
understanding of customer Service Level Agreements and Support Enhancement Plans and develops recommendations related to service expectations. Responsible for documenting and tracking
support services provided, including incidents and user requests and escalating to product development as appropriate utilizing the incident tracking software as well as recommending process
improvements and sharing of Best Practices. Develops and/or provides guidance for the creation of troubleshooting documentation to assist in the resolution or elimination of incidents.

10% Learning and Development -
Utilizes substantial and broad application knowledge to lead the development and facilitation of training sessions as needed by customers and mentoring Product Specialists. Possesses deep
knowledge of assigned product(s) to help lead customer product support. Collaborates effectively with less knowledgeable and experienced Product Specialists to increase their understanding of
products and processes, seeking out areas of continuous improvement to help the organization run as efficiently as possible.

5% Project Initiatives
Responsible for leading and/or performing customer upgrades, implementation installation activities (as needed), and developing and delivering custom opportunities to customers as appropriate.

5% Go-To-Market Opportunities
Seeks out and closes Go-To-Market opportunities with appropriate customer accounts and billable service opportunities.

20% General Administrative Functions -
Attending meetings, administrating and analyzing reports, maintaining incident tracking system, responding to internal and external correspondence, maintaining weekly time sheets, assisting in
Subject Matter Expertise documentation activities and additional duties as assigned.

Qualifications:
Minimum Required Qualifications
* Minimum 5 years Dynamics GP Software Support experience
* Bachelor's (4 year) degree, or equivalent work experience
* Minimum eight years customer service experience (preferably in a technical support role)
* Demonstrated computer expertise (IT support or software development)
* Proven leadership and Emotional Intelligence in the face of adversity
* Subject Matter Expert on a specific Format Solutions / Digital Insights software product(s) - {i.e. - Dynamics GP}
* Ability to travel up to 10%, including domestic and international

Preferred Qualifications
* Minimum four years agricultural experience (personal and or professional)
* Advanced degree (or equivalent) in Animal Nutrition, Agriculture, Business, or Computer Science
* Extensive experience working in a formulation, nutritionist within animal feed or Pet Food industries
* Minimum eight 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
* Project Management certification
* Go-To-Market / Sales experience
* Software Implementation and upgrade expertise
* Leadership and / or Teaching certification

* Ability to work after-hours as required for Subject Matter Expertise (<10% annual basis)
* Comfort and passion for extensive, direct client interaction
* Excellent time management, multi-tasking, change management, prioritization, and strong inter-personal skills
* Ability to learn new software products, software solutions, new technologies, and tools quickly
* Ability to deal with change and moving deadlines
* Willingness and desire to initiate process improvements and guide others to do the same
* Continued growth in industry knowledge, product knowledge, complex customer environments, and communications are essential for advancement within the position.

Job Requirements

Required Skills: Candidates must have the following:
1 - Prior experience supporting Dynamics GP Software (minimum 5 years), ideally with Accounting and Agricultural experience.
2 - Minimum eight years customer service experience (preferably in a technical support role) with demonstrated computer expertise (IT support or software development.
3 - Excellent time management, multi-tasking, change management, prioritization, and strong inter-personal skills and an ability to learn new software products, software solutions, new technologies, and tools quickly

Job Snapshot

Location US-MN-Hopkins
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Information Technology
Apply

Company Overview

AIC (part of ACS Group)

Analysts International Corporation (AIC) is an IT services firm fully dedicated to the success and satisfaction of its customers. From IT staffing to project-based solutions, AIC provides a broad range of services designed to help businesses and government agencies drive value, control costs and deliver on the promise of a more efficient and productive enterprise. Learn More

Contact Information

US-MN-Hopkins
AIC
(678)310-1302
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Snapshot
AIC (part of ACS Group)
Company:
US-MN-Hopkins
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Information Technology
Store Type:

Job Description




Skills Required:
Yrs.

» Application Support
6-8 Yrs

» Communication
6-8 Yrs

» Customer Support
6-8 Yrs

» End User Documentation
4-6 Yrs

» Problem Tracking & Resolution
4-6 Yrs

» Process Improvement
4-6 Yrs


Note: There may be some remote work possibly after initial start of the position.

Managers Note: As a Senior Product Specialist, this position has the opportunity to enhance customer collaboration and project delivery expertise. The candidate will capitalize on core communication, influencing, and leadership skills that can translate to other roles within the company. Those roles include but are not limited to Solution Delivery, Product Development, Account Executive, or Management.

Required Skills: Candidates must have the following:
1 - Prior experience supporting Dynamics GP Software (minimum 5 years), ideally with Accounting and Agricultural experience.
2 - Minimum eight years customer service experience (preferably in a technical support role) with demonstrated computer expertise (IT support or software development.
3 - Excellent time management, multi-tasking, change management, prioritization, and strong inter-personal skills and an ability to learn new software products, software solutions, new technologies, and tools quickly

Interview Process: The initial interviews will be an a phone interview, follow by onsite interviews with the manager and team members

Position Overview:
The Senior Product Specialist is primarily responsible for providing deep technical knowledge and support services for internal and external customers on Feed Mill Operations Software products
developed and distributed by Format Solutions. Considered an advanced professional with substantial and broad application knowledge (especially with Microsoft Dynamics GP Software) to use under
limited supervision on advanced and complex application support activities. Provides mentoring and guidance for the further development of the Product Specialist team.

Role Emphasis:
60% Perform customer support on key accounts
Provide timely response and resolution to support cases to drive customer satisfaction. May include some after-hours on-call support as Subject Matter Expertise is required. Develops and maintains
key account customer relationships and interacts with application users to develop a substantial and broad understanding of the business and goals. Under limited supervision communicates and
interacts directly with application users via telephone, email, or web interface to provide solutions to advanced and complex application issues, questions or support tickets. Has a substantial and broad
understanding of customer Service Level Agreements and Support Enhancement Plans and develops recommendations related to service expectations. Responsible for documenting and tracking
support services provided, including incidents and user requests and escalating to product development as appropriate utilizing the incident tracking software as well as recommending process
improvements and sharing of Best Practices. Develops and/or provides guidance for the creation of troubleshooting documentation to assist in the resolution or elimination of incidents.

10% Learning and Development -
Utilizes substantial and broad application knowledge to lead the development and facilitation of training sessions as needed by customers and mentoring Product Specialists. Possesses deep
knowledge of assigned product(s) to help lead customer product support. Collaborates effectively with less knowledgeable and experienced Product Specialists to increase their understanding of
products and processes, seeking out areas of continuous improvement to help the organization run as efficiently as possible.

5% Project Initiatives
Responsible for leading and/or performing customer upgrades, implementation installation activities (as needed), and developing and delivering custom opportunities to customers as appropriate.

5% Go-To-Market Opportunities
Seeks out and closes Go-To-Market opportunities with appropriate customer accounts and billable service opportunities.

20% General Administrative Functions -
Attending meetings, administrating and analyzing reports, maintaining incident tracking system, responding to internal and external correspondence, maintaining weekly time sheets, assisting in
Subject Matter Expertise documentation activities and additional duties as assigned.

Qualifications:
Minimum Required Qualifications
* Minimum 5 years Dynamics GP Software Support experience
* Bachelor's (4 year) degree, or equivalent work experience
* Minimum eight years customer service experience (preferably in a technical support role)
* Demonstrated computer expertise (IT support or software development)
* Proven leadership and Emotional Intelligence in the face of adversity
* Subject Matter Expert on a specific Format Solutions / Digital Insights software product(s) - {i.e. - Dynamics GP}
* Ability to travel up to 10%, including domestic and international

Preferred Qualifications
* Minimum four years agricultural experience (personal and or professional)
* Advanced degree (or equivalent) in Animal Nutrition, Agriculture, Business, or Computer Science
* Extensive experience working in a formulation, nutritionist within animal feed or Pet Food industries
* Minimum eight 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
* Project Management certification
* Go-To-Market / Sales experience
* Software Implementation and upgrade expertise
* Leadership and / or Teaching certification

* Ability to work after-hours as required for Subject Matter Expertise (<10% annual basis)
* Comfort and passion for extensive, direct client interaction
* Excellent time management, multi-tasking, change management, prioritization, and strong inter-personal skills
* Ability to learn new software products, software solutions, new technologies, and tools quickly
* Ability to deal with change and moving deadlines
* Willingness and desire to initiate process improvements and guide others to do the same
* Continued growth in industry knowledge, product knowledge, complex customer environments, and communications are essential for advancement within the position.

Job Requirements

Required Skills: Candidates must have the following:
1 - Prior experience supporting Dynamics GP Software (minimum 5 years), ideally with Accounting and Agricultural experience.
2 - Minimum eight years customer service experience (preferably in a technical support role) with demonstrated computer expertise (IT support or software development.
3 - Excellent time management, multi-tasking, change management, prioritization, and strong inter-personal skills and an ability to learn new software products, software solutions, new technologies, and tools quickly
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Sr. Product Specialist Apply now