This role will focus on technical implementation of BLUE YONDER products for clients across Japan region.
Based in Japan, this person will support technical implementation such as interface and batch integration under supervision of senior technical consultants.
What you'll do:
- Be able to understand customer issues and take appropriate actions to resolve the same
- Own and resolve all cases for global customers, adhering to defined SLA's
- Document learnings and create knowledge articles for repeated cases
- Replicate and maintain customer environments
- Maintain knowledge of customer solution and customization
- Create and Present webinars for customers
- Participate in SIG forums and share expertise with customers
- Maintain sense of urgency and swiftness with all customer interactions
- Act as Technical/Functional POC for all cases
- Co-ordinate with various teams like product management, development, consulting, release management, IS as required, while working on the case resolution
- Utilize instant messenger and other tools to collaborate globally
- Ability to work in shifts and be flexible with the timings
- Meet organization and team level goals
- Improve Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until closure
- Interact with internal and external stakeholders and reports to management
- Identify areas of improvement and scope of automation on routine tasks or activities
- Undertake KT for customer transitions, validate transition checklist
- Help in meeting team level goals and be a team player
- Improve Customer Satisfaction through departmental metrics
- Excellent communication and interpersonal skills to interact with internal and external stakeholders with emphasis on follow through and reporting
- Identify areas of improvement and scope of automation on routine tasks or activities
What we are looking for:
- Understanding of Planning Solution, Warehouse Management and Transportation Management domains.
- Understanding how those systems integrate with other systems like ERP systems etc.
- Any industry specific experience is a big plus.
- Conceptual knowledge on functionalities in S&OP, Demand Planning, Supply Planning, Factory Planning, Warehouse Management or Transport Management experience is highly advantageous.
- Working knowledge on Windows, UNIX (Solaris, HP and AIX) OS
- Working knowledge of Oracle RDBMS and DB2 UDB experience is a plus. Reading/writing SQL and PL/SQL in Oracle, working with database tools like TOAD.
- Verbal, written and interpersonal skills required in Japanese and English
- Excellent Inter-personal, Analytical and Problem-solving skills
- Excellent organization and project documentation skills
- Meticulous planning with attention to detail and multi-tasking skills
- Has background in Technical Support of enterprise applications or Development experience.
- And demonstrated track record of supporting Tier 1 and Tier 2 companies (Manufacturing/Retail/3PL)
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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