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Engineering L3 Support Consultant
3 semanas atrás
Part of Sage X3 Product Engineering, the Level 3 Support team assists Sage Customer Services teams worldwide in supporting their Sage X3 and Sage Intacct Manufacturing Partners and Customers during the usage of the solution. Level 3 support team is the main link between Product Delivery and the Support teams in the regions. The team manages the maintenance activity with R&D and mentors the Sage X3 Support consultants in the regions based on a flexible and agile organization.
This expert consultant role is focused on Distribution and Manufacturing Operations domains.
Knowledge on other areas and other Sage product would be appreciated.
**Key Responsibilities**
- Provide expertise to our Sage X3 and SIM Customer services teams worldwide to help analyse and resolve level 3 issues, in collaboration with R&D focusing on Operations domain.
- Build and transmit high-end product business expertise and support methodology. Act as reference for all support teams worldwide.
- Contribute to or pilot internal projects around support tools, Web tools, knowledge management and product expertise
- Manage red flag customer situations in collaboration with other functions (R&D, Professional Services teams, Product Management )
- Collaborate pro-actively with Product Owners and all R&D and Product Management to include preventive actions in the roadmap and influence maintenance prioritization by conveying Voice of the Customer
