Product Specialist

About Us: 

Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems. 

We are enthusiastic about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications. 

The Role:

As a Product Specialist supporting Format Solutions Feed ERP software, your primary role will involve assisting clients with the support, maintenance, and troubleshooting of the Feedmill Manager, Dynamics GP and Pennent Mill Manager software suite. You will collaborate closely with customers to understand their business requirements in order to provide application expertise and guidance. You will play a vital and critical role in ensuring the smooth operation and effective utilization of the feed erp system for clients, while providing excellent customer service.

Responsibilities:

• Providing ongoing support to clients by addressing their inquiries, concerns, or requests related to the feed ERP software. This may include answering questions about specific features, guiding users through complex processes, or troubleshooting system errors.
• This could also involve investigating problems, analyzing data discrepancies, and working with-in our support teams or developers to identify and implement solutions.
• Educating End-users on System Functionality on how to effectively use the software. This includes demonstrating key features and providing guidance on best practices.
• Identifying and addressing the root causes of recurring incidents by employing problem management techniques. Collaborating with other teams to investigate underlying issues, conducting trend analysis, and implementing preventive measures to minimize future incidents.
• Assisting clients with software upgrades, ensuring compatibility and that our clients are on the latest releases.
• Assisting with the planning and coordination of software customizations. Ensuring proper change request documentation, impact analysis, and effective communication to stakeholders.
• Documenting support tickets, resolutions, and knowledge base articles to build a comprehensive support repository. That will provide insights on potential areas for improvement.
• Contributing to the knowledge base by documenting solutions, workarounds, and best practices that will improve self-service capabilities and enhance support efficiency.
• Maintaining effective communication with customers, keeping them informed about the status of their incidents, service requests, and changes. Providing clear and timely updates on resolutions, workarounds, and any anticipated impacts.
• Helping with customer outreach and education initiatives such as newsletters and webinars.
• Attend and lead sessions at yearly customer conferences.
• Lead projects as needed for implementation and training of the software to end users.

Qualifications:

• A bachelor's degree in a relevant field such as computer science, Animal Science, Agricultural Business or a related discipline is often preferred. However, equivalent work experience can also be considered.
• A strong background in agriculture, feed milling and industry standards is necessary.
• Demonstrated Proficiency in a specific software or technology stack that represented a consulting role. This may include knowledge of ERP systems, other feed ERP software, networking, database management (specifically SQL) or other relevant technologies.
• Candidate should possess strong problem-solving abilities to analyze issues, identify root causes, and develop effective solutions.
• Excellent customer service skills are crucial in this role. Consultants need to have a strong customer-centric approach, excellent communication skills, and the ability to interact effectively with clients and end-users. Patience, empathy, and the ability to explain complex application and technical concepts clearly are important attributes.
• Candidate should have a strong analytical mindset, with the ability to analyze data, identify patterns, and make data-driven decisions. They should be comfortable working with technical documentation, understanding system architectures, and interpreting log/ error files messages.
• Technology is constantly evolving, so it is important for support consultants to have a willingness to learn and adapt to new software versions, updates, or technologies. They should be proactive in acquiring new skills and knowledge.
• Candidate will work closely with cross-functional teams, including our implementation teams, developers, and customer support representatives. The ability to collaborate effectively, share knowledge, and work well in a team environment is highly valued.
• Will be required to manage multiple support tickets simultaneously, so effective time management and prioritization skills are important. Should be able to manage their workload, meet deadlines, and prioritize critical issues appropriately.
• Candidate must have strong documentation skills to accurately record support tickets, resolutions, and knowledge base articles.
• Preferred experience with Salesforce Service Cloud CRM.