Location: Wommelgem (Antwerp, Belgium)
Due to the strong growth of OM Partners, the Customer Services Team is looking for a Support Engineer.
OM Partners develops and implements software solutions for Supply Chain Planning. With OM Partners, customers can rely on support and maintenance long after the software has gone live. Therefore, a well-organized and highly skilled Customer Services Team is important to keep solutions up and running under all conditions.
Our customers are located all over the world. Therefore, we have a multilingual Customer Services Team. Online troubleshooting and remote diagnosis are standard practice for us. We serve different industries, including paper packaging, metals, plastic, floor covering, glass, chemicals, food & beverage, and consumer products. As our customers are all engaged in industry, we understand fully that any glitch is liable to have a significant impact.
Role and Responsibilities
A Support Engineer aims to reduce our customer’s pending requests. You will take ownership of the problems assigned to you and must be determined to find solutions.
You are responsible for addressing customer requests which concern advanced problems. Your strong technical knowledge and analytical skills will enable you to identify and solve problems efficiently in customer environments. You will have the opportunity to implement solutions yourself. You’re not in it alone; you can always count on the support of experienced colleagues and you will work in close collaboration with the implementation consultants responsible for customer projects.
Questions and problems related to the standard functions of the software will be handled by your colleagues in the area of first line support. They will make an accurate estimate as to the importance, urgency and difficulty of the support request.
You're motivated by happy customers and a job well done.
As a Support Engineer you must have a master degree or similar by experience, with a solid IT background.
A basic knowledge of SQL on Oracle or SQL server databases is required. You must be able to respond to advanced technical problems. You should be eager to learn, have strong analytical capacities and be a passionate problem-solver.
Several years of experience within a support/helpdesk environment for software applications, and therefore an understanding of Service Level Agreements, ticket tracing systems, etc. is recommended. You benefit from having experience with production planning, Supply chain planning, APS.
You like working in a dynamic environment, you are not afraid of multitasking and you are immune to stress.
As you will have profound contact with clients, you are an active listener and a good communicator. You have an excellent command of English and will definitely benefit from additional language knowledge (Dutch, French, German or Spanish).
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