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Senior Customer Solutions Engineer – Technical Lead
Job#: Catalyst
Positions: 1
Posted: 05/18/2017
Job Type: Full Time
Location: US-WI-Milwaukee
Department: Customer Solutions
Category: Support
Salary: Salary + Bonus
Benefits: Benefits
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Job Description

Aptean is a leading provider of mission critical enterprise software solutions. We build and acquire industry-focused solutions to support the evolving operational needs of our customers. Our solutions help nearly 5,000 organizations stay at the forefront of their industries by enabling them to operate more efficiently, thereby ensuring higher customer satisfaction. For more information, visit www.aptean.com.

Provide technical consulting for project related customer activities, including technical and functional setup and configuration, troubleshooting, design and testing of functional enhancements and management of software platforms and software deliveries. Project activities are in relation to the Catalyst Supply Chain suite of product with an emphasis on warehouse management software. Requires interface with other team members and customers.  May be an escalation point for support.  May involve travel to customer sites.

 





Skills/Requirements

Aptean is a leading provider of mission critical enterprise software solutions. We build and acquire industry-focused solutions to support the evolving operational needs of our customers. Our solutions help nearly 5,000 organizations stay at the forefront of their industries by enabling them to operate more efficiently, thereby ensuring higher customer satisfaction. For more information, visit www.aptean.com.

Provide technical consulting for project related customer activities, including technical and functional setup and configuration, troubleshooting, design and testing of functional enhancements and management of software platforms and software deliveries. Project activities are in relation to the Catalyst Supply Chain suite of product with an emphasis on warehouse management software. Requires interface with other team members and customers.  May be an escalation point for support.  May involve travel to customer sites.

 

Scope

 

Knowledge: Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.

Complexity: Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise.

Supervision: Determines methods and procedures on new assignments.

 

Principal Duties and Responsibilities

 

 

Consulting Services

Provide technical consulting services to customers based on Aptean’s service delivery methodology and procedures. Responsible for all technical aspects of the project directly through either setup, configuration or troubleshooting or liaising with other resources as necessary.

Assist the customers during project activities by serving as a technical point of contact to provide technical expertise regarding modifications, standard system functionality and systems set-up.

Assist with testing of modifications and fixes prior to delivery.

Maintain customer software platforms during active project activities

Effectively work on multiple projects simultaneously.

Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.

Submit time and expenses punctually each week.

Maintain a professional appearance when onsite with customers.

May be required to design solutions and prepare design specifications.

 

Incident Resolution

Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents or customer requests

Investigate problems reported by the customer during the project. Take ownership of and follow-through with all assigned tasks and issues.

Observe trends with technical issues and recommend improvements to design, documentation or implementation.

Work with R&D and other departments to expedite incident resolution and ensure seamless delivery of support service to customers.

Act as technical expert for escalations.

Clearly and concisely, document all customer interaction and all steps taken to resolve project tasks and incidents.

Develop expertise within product area.

Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.

Attend training sessions offered and assist with peer training as needed.

Create KB articles and documents using the Knowledge Center Support (KCS) methodology, to be published and shared both internally and with the customer base.

Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.

 

Education

Bachelor's degree required

 

Work Experience

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent experience. Typical range is 4-7 years.

Depending on position, experience can range from 3-6 years.  Experience working with multiple stakeholders in problem-solving environment is preferred.

 

Knowledge

Knowledge of WMS and Supply Chain applications is preferred.

 

Skills and Abilities

Strong understanding of relational database concepts, architecture and highly proficient in SQL.

Strong analytical problem solving and decision making skills.

Previous programming experience is preferred.

Excellent time management and organizational skills, requiring minimal supervision.

Excellent verbal and written communication skills.

 

Ability to work efficiently and independently and do whatever it takes to get the job done.

Ability to handle difficult or sensitive situations with diplomacy and tact.

Track record in providing outstanding customer service.

Ability to travel to customer sites as required.

 

Aptean, Inc., is an Equal Employment Opportunity Employer. In accordance with applicable federal, state and local laws No applicant for employment with Aptean shall be subjected to discrimination because of race, color, sex, national origin, religion, disability, age, covered military veteran status, reprisal for engaging in anti-discrimination activities, protected genetic information, sexual orientation or parental status.

 

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