The Specialist Services Consultant (SSC) will report to the Support Desk Manager and form part of the Support Team.
The SSC will combine all round product knowledge of SYSPRO and its related IP, technical knowledge, business process knowledge and excellent problem solving skills to assist with resolution of complex issues spanning multiple disciplines. The consultant will provide support directly to the customer, typically when a site is experiencing significant issues.
The SSC will also provide support and back up to the implementation, technical, development and support teams within K3 SYSPRO. Prioritising 3rd line escalated support calls through to resolution and mentoring the support team with credible knowledge transfer to assist with the development of the support team.
The SSC will provide in a support capacity technology and platform guidance across all areas of the K3 Syspro business, including the customer base.
The SSC will provide technical bulletins and updated documentation based on their experiences on site, including the promotion of new ways of working and best practice. They will highlight areas for improvement and ensure this is fed back into continuous improvement initiatives within K3 SYSPRO.
The SSC will proactively visit sites prior to upgrade or go live to minimize any go live risk and will selectively visit customers after go live to help review the site, maximize future revenue opportunities and ensure any lessons learnt are fed back to the lead consultants and senior management of the operations and sales teams.
The SSC will seek out revenue opportunities with customers and endeavour to charge for services where possible.
The SSC will make sure they are at the forefront of new technology and work closely with others as part of the Product Adoption process.