The position of Software Implementation and Support Lead is crucial for the continuous growth of Munters. Our success and the aim to provide "your perfect climate" for customers and employees, is directly tied to our ability to successfully implement and support our internal software throughout the globe. In your responsibility as Software Implementation and Support Lead you will drive the establishment and development of the Technical Support team in the UK while providing implementation support to projects throughout Europe and the Middle East. 

The position will be based at our Munters office in Brentford, London, UK.

Key Duties & Responsibilities

  • Handle incoming and outgoing phone and video sessions, responsible for working with the client for troubleshooting, configuration, and training of software system.
  • Coordinating and conducting training of the client's team via phone, video, and onsite visits.
  • Serves as an integration, training and solution expert.
  • Ensure client success through a well-coordinated technical and business-oriented project, including product install, technology setup, application training and post go-live support.
  • Direct clients in creating a set of meaningful success criteria with well-defined key performance indicators.
  • Work congruently with our Software Development Team to formulate specifications, integrate test cases, and perform quality assurance.
  • Efficiently and effectively troubleshoot issues encountered during the implementation phase and manage client upgrades.
  • Build strong customer relationships and serve as best practice advisor for long-term customer relationship management.
  • Actively provide management, direction, guidance, on-going training, development and mentorship for subordinates.
  • Determine, manage and monitor risks for Software/Integration, including risk mitigation strategies where required.
  • Simultaneously run several implementation projects, communicate project data, track and analyse status of all on-going projects according to process guidelines provided
  • Communicate directly with the customer project team and resources to identify, document, assign and deliver customer-specific program requirements as mutually agreed
  • Ensure proactive and responsive approach to all aspects of customer success
  • Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools
  • Coordinate with internal or client resources to ensure an effective communication and training strategy is in place for the program to drive program awareness and adoption to the desired levels within the client’s defined goals.

Education /Knowledge/ Skills / Ability / Qualification / Experience

  • 5+ years’ experience in the poultry live operations industry with specific knowledge of live haul scheduling logistics, period end accounting, breeder and broiler business processes, harvest scheduling, hatchery business processes, feed mill raw materials inventory and control, feed formulations and feed programs
  • 5+ years’ experience working with a Protein Production Performance & Management Tools including reporting, interfaces, setup and maintenance, process implementation and configuration, permissions and access control, and implementing accounting requirements.
  • 5+ years’ experience implementing and supporting ERP systems (includes SAP, Oracle Financials, and/or MS Dynamics).
  • Proficient in systems implementations, project management, application training and client relationship management.
  • Ability to work effectively in team-based environments as well as on tasks requiring high levels of initiative, autonomy, discretion, and independent decision-making.
  • Ability to write SQL queries and understanding of relational databases.
  • Ability to work as part of a team to identify issues, and provide a solution.
  • Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment.
  • Ability to work independently as a proactive self-starter.
  • High energy and positive ‘can do’ attitude.
  • Fluent English spoken and written, additional languages considered a plus
  • Bachelor's degree or equivalent
  • Ability to travel up to 50%

Offer and Posting

  • Competitive salary and a very good benefit package 
  • Posting date: 22 January 2018
  • Closing date: 20 February 2018

More about Munters

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