A+W Software USA is the market leader for software in the flat glass industry and solution provider for window and door manufacturers. We develop ERP, PPS and optimization solutions to help our customers mastering their commercial and production requirements in their manufacturing facilities. We have been active on the market for more than 40 years and we sell our products worldwide. Additionally, we offer a complementary portfolio of software solutions for transportation management, material optimization, supply chain management, wholesale management and multichannel retail management including ecommerce.

WE ARE LOOKING FOR YOU AS:
Support and Implementation Consultant (m/f/o)
Reference number AW-NA-280-22-38-01

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YOUR BENEFITS AS A SUPPORT and IMplementation consultant WITH US:

  • An open-minded, friendly team with an open door policy
  • Competitive compensation and a comprehensive benefits package
  • Be part of a global leader of premium software designed for the flat glass, window, and door industries
  • Opportunity to travel
  • Access to best practices and growth opportunities through our owner Constellation Software

What you’ll be doing:

  • Accurately and proactively creating, following-up on and resolving customer tickets
    through our internal ticketing system
  • Identifying and collaborating with internal A+W staff to escalate issues appropriately
    while still providing timely customer follow-up
  • Creating and documenting new procedures when standard procedures have failed,
    ensuring issues are resolved in a timely manner
  • Establish positive client relationships during engagement for high client satisfaction, and quick deployment
  • Diagnosing and resolving routine yet complex technical and production issues
  • Deliver implementation and training services, both tasks performed onsite with the customer
    and offsite at the  office (e.g., software configuration and software training)
  • Analysis of customer operational processes
  • User training and taking the Customer through the switch over to Go Live
  • Learn client’s requirements and translate them to process changes and solution needs and
    suggest best client solutions including the necessary (complex) software configuration and customization steps.
  • Manage and submit progress reports as per organizational guidelines.
  • Collaborate with the sales team on pre-sales intel to establish client needs
  • Demonstrate willingness to accept new responsibilities

    Travel:
  • Up to 20% (average)

We are looking for candidates with:

  • Strong analytical skills (in depth troubleshooting skills)
  • Communicate technical information for fenestration customers to non-technical users
  • Simultaneously manage various tasks and projects effectively and proactively
  • Basic database knowledge (mainly Microsoft SQL server) including the ability to run and build SQL queries
  • Good basic knowledge of current MS operating systems
    - in addition basic networking knowledge is highly recommended
    - FTP and remote desktop skills usage would be advantageous
  • Basic hardware knowledge of PC’s, servers and scanner

    Communication skill set:
  • Ability to document/outline issues and requests in writing including all technical aspects
  • Good verbal and written communication skills
  • Ability to follow through the troubleshooting process from start to finish including communication
    to customer and development or co workers

    Character trait set set:
  • Team player
  • Upbeat positive attitude towards coworkers and customers
  • Strong will to learn and grow
  • Proactive
  • Well spoken

    Industry / Production Experience (advantageous, but not mandatory):
  • Windows/fenestration/Glass industry background for a job specifically implementing fenestration
    (A+W Cantor) software solutions
  • Production/manufacturing driven environment
  • ERP/PPS systems (support and ideally configuration)

Education & Experience:

  • Bachelor’s Degree in a computer science (or similar education)
    or, alternatively, several years of IT-related and field work on-site experience (mandatory)
  • Working with MS SQL queries (mandatory)
  • Working within Windows Server environments 2008 and above (advantageous)
  • Using trouble-ticketing system (advantageous)
  • Diagnosing and resolving application errors via remote tools such as TeamViewer or similar (advantageous)

We look forward to your application. Please apply via our application portal
For questions about this job offer, please contact Mr. John Staiano at +1 847 374 3620.

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