** ERP Product Support Specialist**

**Job Category****:** Customer Service **Requisition Number****:** EDISP01292 Showing 1 location **Job Details**

**Description**

The **ERP Product Support Specialist** is responsible for the support and implementation of DMSis productivity solution products. The Specialist may also be involved with other professional service engagements such as training, system utilization, and special consultation. The ERP Product Support Specialist will be the SME for our productsdemonstrating the solution and managing the support and implementation processes. Travel to customer sites to assist with their implementation and go-live may be required.

**RESPONSIBILITIES AND DUTIES:**

- Manage implementation projects for the installation and conversion of all productivity solution products (EDI, E-Commerce, Mobile Apps, etc.)

- Lead, attend, assist with training for internal personnel, customers, and prospects

- Use knowledge of DMSi products and other knowledge resources to design/configure the implementation plan and product setup

- Receive phone calls/emails directly from customers and responsible for appropriate professional communication with customers to gather information, resolve issues, and provide a positive image of the organization

- Serve as primary customer contact on assigned projects and implementations

- Assist DMSi personnel in researching, testing, or handling cases through escalation, support, coaching, training

- Utilize DMSis internal project management, customers support, and knowledge tools

- Complete documentation related to cases and contribute to improving DMSis internal and external Knowledge Base

**KNOWLEDGE, SKILLS, AND ABILITIES:**Understanding of the building material distribution industry and unique aspects of the business operations of their assigned markets

Knowledge of DMSis products and related solutions, with special focus on differentiation and benefits for target market

Strong communication skills and the ability to positively represent DMSi

Good verbal and written communication skills

Good online, phone, and in-person training facilitation skills

Good analytical, logical, research, and problem-solving skills

Ability to apply project management skills and utilize DMSi project management tools

Ability to positively interact with personnel at all levels of the company and with others outside the company

Ability to work from Omaha office

Ability to travel to customer sites as needed

**EDUCATION AND EXPERIENCE:**Bachelors degree in Accounting, MIS, Business Administration, Supply Chain Management, other related field, or equivalent work experience

**WORK ENVIRONMENT AND PHYSICAL DEMANDS:**Normal office environment with use of computers and telephone systems; no unusual physical demands

Travel to customer locations as needed including business air travel and car rental

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