Job Description

COMPANY SUMMARY:

Friedman Corporation is a market leader in software solutions for manufacturers worldwide. We specialize in ERP solutions for manufacturers and distributors of make to order and engineer to order products in the building products, capital equipment and automotive sectors. Our clients include window, door, cabinet, office furniture, fabricated metals and window fashion manufacturers. Friedman Corp. seeks a Software Support Specialist to play a key role in the implementation and consulting of Friedman Corp. Software by providing the necessary business process: installing, training, and applications consulting to ensure the customer’s success in using Friedman Corp. applications as a tool to improve overall business performance.

Friedman Corporation’s Business/ERP Consultants are much more than software experts. In addition to providing clients with ongoing support services, our Consultants are actively involved in: performing business process gap analyses, documenting systems and processes, Identifying opportunities for improvement, researching and designing alternative solutions, developing and presenting project proposals, managing and executing implementation and other projects, maintaining client relationships. Every member works in a variety of areas which are traditionally handled by separate departments/groups. This provides for a more diverse workload and broader, deeper and more gratifying relationships with clients.

Note: This is not a Desktop or Server Support Position. This is a B2B support and professional services position. You will be required to resolve complex business requirements of our customer base.

DUTIES AND RESPONSIBILITIES:

• Develop business application related knowledge to be able to understand and solve customer requirements
• Provide business solutions via phone, email, web portals, and at the client site
• Provide training and technical support to both customers and Friedman's internal resources
• Actively map knowledge gaps in existing and new features/modules and review resolved bug fixes and historical cases to help bridge the gaps
• Collaborate with the sales team on pre-sale intel to establish client needs
• Work closely with the R&D team to schedule required service work or software enhancements
• Provide support while on site at client and utilize the internal support team
• Provide support to the entire customer base as part of the Internal Support team when not at a client engagement

REQUIRED SKILLS:

• Excellent interpersonal and presentation communication skills (written and verbal)
• Strong client relationship building and negotiation skills
• Outcomes/results management
• Self-starter with a sense of urgency
• Demonstrate commitment to the company's core values of client satisfaction, continuous improvement and innovation as well as team work
• Knowledge of software products and offerings
• Passionate, pro-active and balanced in approach to issue resolution, internally and externally
• Open, honest and transparent communication to internal and external clients/partners to manage expectations and work completion

MINIMUM REQUIREMENTS:

• Bachelor’s degree in degree in Accounting, manufacturing, technology or business OR combination of equitable experience and school work
• Must have good presentation, organizational, and documentation skills
• Previous software support and client interaction experience

PREFERRED CONSIDERATION SKILL-SETS:

• Must be able and willing to travel up to 75% or more with potential for extended stints of continuous travel
• Functional knowledge of ERP or similar software installation/implementation is preferred
• Functional knowledge of running a General Ledger with an ERP package
• Project Management experience or certification is preferred
• 1-2 years of IBM i RPGLE or JAVA development experience – can include internships

Company Description

Friedman's advanced, multi-platform technology and modular application design support customized, enterprise-wide solutions to meet the unique requirements of the designed-, engineered-, manufactured- or assembled-to-order business. An integrated, single database architecture supplies the foundation for your e-business, remote dealer systems and distribution channels. The success of the integrated configurator has established Friedman Frontier as the niche leader in high-volume, multi-plant, and complex to-order manufacturing industries. http://friedmancorp.com/about/careers/