TRAINING - Ensuring all PA Staff are familiar with and efficiently using the ERP
System and associated processes Building Training Plans and
Delivering Training (formally and informally)
Ensuring that all Processes are understood; implemented accurately
and documented and that all FDDs are updated with changes on a
TROUBLE SHOOTING - Receiving inquiries and problems and resolving minor issues. Giving
regular feedback (verbally and by specific reports). Updating
information on a daily basis.
SUPPORT - Logging; Tracking and (where possible) Resolving all Support
Calls .Recording and prioritizing each call. Ensuring that each call is
classified and processed immediately or transferred to from the
Spice Works logging system to the SharePoint prioritization system.
Liaising internally with all departments; liaising externally with vendors
and support services.
Ensuring all Support is in place and effective including provision of On-
Site and Remote Business Process and EPICOR Technical Support.
Handling Complaints; Managing and Resolving Problems and Issues;
Implementing Corrective Action; Collecting and Disseminating
Information; Using Customer Feedback to help measure effectiveness.
ADVICE - Guiding the design and development of departmental processes.
Advising on how to translate business requirements into best process
practice and ‘hand holding’ during the implementation stages. Planning
and managing change to incorporate new business needs and to
minimize potential disruption.
TEST DATA - Assisting Line Management prepare Test Data and Process Packs to
test the completeness of the Processes / Technology and ensure that
all test packs are kept up to date. Measure compliance to defined
RESEARCH - Researching and promoting the use of innovative technologies; making recommendations on Process Engineering Tools and negotiating with vendors to ensure cost effective purchasing decisions.
REPORTING - Creating a Monthly/Weekly Reporting Pack. Create and maintain all ERP documentation.
RELATIONSHIPS - Building Stakeholder relationships and engagement including communication of ERP plans and performance
Building excellent Customer Service and Customer Relations, Providing clear communication bit verbal and written, Demonstrating outstanding Integrity and Ethics, Analyzing and interpreting detailed information, Independent judgement, Adaptability and responsiveness to change, working under minimal supervision and within a budget, providing dependability and consistent performance.
Knowledge, Skills and Abilities:
Excellent Customer Relationship skills, Understanding Operations management (preferably in a precision engineering environment), Familiarity with ERP systems, Trouble shooting problems and finding both short term and long term solutions, Ability to take accountability for ERP Systems/Process issues, creating and maintaining documents to high standards, capability of delivering training on ERP systems (group and individual)