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About the Role

As an expert in the manufacturing business domain with in-depth knowledge of industry best practices, you will play a key role in delivering global support services to IFS customers. This role offers significant exposure to the manufacturing industry.

Responsibilities

• Proactively interact with own team and Global Unified Support to resolve customer issues by providing the best suited solutions and building customer satisfaction.
• Cooperatively engage and focus to commit towards defined SLA, MBO and KPI targets to provide the “Moment of Service’ for IFS customers by being effective and efficient.
• Apply sound industry and cross-product knowledge to solve customer issues of medium complexity.
• Demonstrate deep knowledge of IFS processes and tools.
• Ensure quality service delivery, partner on team goals, and manage timely resolutions within SLA/OLA standards.
• Take initiatives to meet team goals and ensure efficient issue resolution.
• Execute planned maintenance and improve customer satisfaction.
• Ensure meaningful and professional communication, meeting customer expectations.
• Assist in training colleagues on domain-specific knowledge and tools.
• Actively participate in knowledge-distribution activities and address documentation gaps.
• Expand internal and external networks, acting as a reference point within the team.
• Take on additional obligations and contribute to business development events.
• Identify opportunities for process enhancements and propose improvements.

Requirements

• A university degree, or equivalent professional qualifications, in software/system engineering or IT operations.
• Naturally curious, gains a sound knowledge of support offerings, customer contracts, and R&D-supported versions.
• Adaptable and quick to adjust to changes, with the ability to manage change within scope.
• Proactive communication and engaging with customers and stakeholders, following through on commitments.
• Solid analytical skills to identify root causes and propose feasible solutions.
• Good knowledge of support policies, scope, and customer offerings.
• Hands-on experience in manufacturing domain, along with strong knowledge of diverse business applications, will be considered a valuable advantage.

Skills

• Manufacturing domain expertise
• Business applications knowledge
• IFS processes and tools
• Analytical skills
• Communication skills

Education Level

• University degree or equivalent professional qualifications in software/system engineering or IT operations

About the Company

• IFS is a billion-dollar revenue company with 7000+ employees on all continents.
• Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™.
• Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.
• At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact.
• We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.
• We celebrate diversity and understand our responsibility to reflect the diverse world we work in.
• We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities.
• As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
• By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
• We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.
• With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.
• If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.

Equal Opportunity

• We celebrate diversity and understand our responsibility to reflect the diverse world we work in.
• We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities.
• As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.