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Application Support Analyst (Supply Chain Management) at Epicor | Software Careers


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Job ID 18000563 Date posted Mar. 08, 2018 Monterrey, Nuevo León Customer Support
Job Title: Application Support Analyst (Supply Chain Management)
Requisition Number: 18000563
Location(s): Monterrey, Mexico
Epicor Software drives business growth.
We provide flexible, industry‐specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers. More than 40 years of experience with our customers’ unique operational requirements are built into every solution―in the cloud, hosted, or on premises. With this deep understanding of our customers industries, Epicor solutions manage complexity, increase efficiency, and free up resources to enable our customers to focus on growth.
Role Summary/Purpose:
Based in our Support Centre, located in Monterrey, Mexico, our support organization is strongly customer focused and comprised of highly skilled and well-motivated Support Analysts. Your primary job function is to provide Technical support via phone/email/fax:
  • Respond to client calls in a professional manner, providing appropriate solutions and advice
  • Interact with clients in performing complex testing, support and troubleshooting technical functions remotely.
  • Ensuring Service Quality levels are maintained and adhered to
  • Ensuring all issues are handled in a timely manner
  • Reviewing outstanding issues, ensuring clients are kept informed of progress
  • Attending relevant Epicor product training courses, in-line with our internal certification scheme
Essential Responsibilities:
  • Fluent (written and spoken)in English.
  • Degree in Manufacturing-related fields (Industrial Engineering, Mechanical Engineering)
  • Demonstrated expertise in meeting business needs with technology solutions.
  • ERP knowledge highly advantageous.
  • Minimum of three years related experience (preferred but not essential).
  • Customer service experience will be valued.
Manufacturing / Technical Skills:
  • Exposure to production environment, understands manufacturing concepts, terminology, processes, procedures and operation will be valued.
  • Knowledge/exposure to computerized Manufacturing Planning and Control (MPC) will be preferred.
Personal skills
  • Excellent verbal communication skills
  • Service-oriented with ability to prioritize tasks in a stressful environment
  • Strong skills for analysis, troubleshooting and problem-solving.
  • Ability to work independently with minimal supervision
  • Willingness to learn and explore new technologies
Epicor Software Corporation is proud to be an equal opportunity/affirmative action employer.

Primary location: Monterrey Nuevo Leon Mexico
Application Support Analyst (Supply Chain Management)

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