Senior PS Consultant

Overview

Job Title : Principal PS Consultant

Location : Bangalore

Shift : US Shift - 5 PM - 2 AM

Aptean is changing. Our bespoke ERP solutions are transforming a huge range of global businesses, from food producers to manufacturers. In a world of generic enterprise software, we provide targeted solutions that bring together the very best technology and drive greater results. With over 3000 employees, 50 different products and a global client base, there's no better time to advance your career at Aptean.

Provide application consulting and support to Aptean customers. Participate as a member of the implementation team to deploy new projects, and/or provide on-going support to their existing installation. Consult with customers in the configuration and usage of application modules; research and resolves problems and issues. Manage customer expectations and foster positive business relationships with all customers.

• Consulting Services
  
  1. Provide consulting services to customers based on Aptean's service delivery methodology and procedures; services engagements may include implementation consulting, upgrade consulting, training, testing, and/or process improvement consulting.
  2. Effectively work on multiple projects simultaneously.
  3. Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.
  4. Submit time and expenses punctually each week.
  5. Maintain a professional appearance when onsite with customers.
  6. May be required to design solutions and prepare design specifications.
  7. Work with customers and Account Management team to uncover opportunities for additional products and services.
  8. May be required to estimate activities for future work.
  
  
  Incident Resolution
  
  1. Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying, and investigating incidents.
  2. Take ownership of and follow-through with all priority customer incidents.
  3. Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand issue, its resolutions and means for prevention.
  4. Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
  5. Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
  6. Work with R&D and product line team to expedite incident resolution and ensure seamless delivery of support service to customers.
  7. Determine when issues need to be escalated.
  8. Set severity levels with customers.
  9. Act as application expert for escalations.
  10. Vet escalations for consistent application of escalation policy.
  11. Recommend escalations for approval by Management.
  12. Recommend to Development patch and utility programs that are needed.
  13. Perform root cause analyses to recommend changes to Aptean products or policies as a result of escalations.
  
  
  Knowledge Management
  
  1. Expand expertise within the product.
  2. Attend training sessions offered and use self-study tools; assist with peer training as needed.
  3. Contribute to a customer-focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
  4. Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
  5. Participate in management and evolution of the Knowledgebase to ensure completeness of solutions.
  
  
  Communication
  
  1. Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
  2. Ensure a professional communication manner when in-person or on the phone at all times.
  3. Take ownership of all issues for escalated At-Risk customers, maintain constant communication with customers and executive management and work until issues are resolved.
  4. 
     
     Mentoring & Training
     
     1. Act as a coach and mentor for more junior personnel.
     Recommend and develop training sessions for knowledge sharing within the team.
• Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor's in Computer Science)
  
  Required Preferred Degree/Certification
  
  ☒ ☐ Bachelor's degree
  
  ☐ ☐ Master's degree
  
  ☐ ☐ Ph.D.
  
  ☐ ☐ J.D. (law)
  
  ☐ ☐ Certification:
  
  ☐ ☐ Registration:
  
  ☐ ☐ Licensure:
  
  ☐ ☐ Other:
  
  Work Experience
  
  Previous Consulting experience of about 10 - 13 years. Experience working with multiple stakeholders in problem-solving environment.
  
  Knowledge, Skills and Abilities
  
  • Experience in Business Consulting : Proven track record in business process consulting, preferably with experience in ERP systems, especially Made2Manage.
  • ERP Expertise : Strong understanding of ERP systems, their implementation, and how they can be leveraged to improve business operations.
  • Analytical Skills : Ability to analyze and interpret business processes and requirements and translate them into effective ERP solutions.
  • Communication and Interpersonal Skills : Excellent communication abilities, with the skill to convey complex ideas in a clear and concise manner to a non-technical audience.
  • Training and Coaching Skills : Experience in training end-users on new systems and processes, and the ability to empower clients to utilize ERP systems effectively.
  • Adaptability : Flexibility to adapt to different client environments and business cultures, and eagerness to learn and grow in a fast-paced setting.
  • Travel Willingness : Based on project needs, availability to travel to client sites for implementation, training, and ongoing support.
  
  
  Preferable skills but not mandatory:
  
  • Familiar with Made2Manage businesses and processes, preferably in the fresh produce sector or similar sectors focused on (food) traceability and/or seed to shelf processes.
  • Implemented systems in a process manufacturing environment
  • Experience implementing ERP in a food and/or beverage manufacturing environment
  Experience in large distribution or warehousing