Technical Support Manager

JD Technical Support Manager

Position : Technical Support Manager

Job Objectives:

JiBe is a leading  cloud based fully integrated ERP system for the shipping industry. Our goal is to allow shipping companies to improve productivity, efficiency and safety levels, while reducing costs. JiBe ERP enables increased automation and streamlining of processes, creating pre-defined workflows and reducing the usage of email and paper. 

• We are looking for candidates who can be the ambassador of the relevant module of JiBe to all its clients. 
• The Technical Support Manager leverages their in-depth knowledge of processes and ERP systems to drive the successful implementation, optimization, and support across JiBes modules ( Crew/QHSE/PMS/Vessel/Procurement/Accounts)
• The focus is on ensuring a successful implementation of JiBe and enabling client organizations to streamline the relevant modules workflows, achieve cost savings, and improve overall supply chain management through technology-driven innovations using the JiBe ecosystem.

Job responsibilities

• Ensure the successful implementation of JiBe module by providing the best possible training and management of  change processes.
• Manage the implementation of the relevant module based on the definition guided by the SME during the preparation phase.
• Works collaboratively with Sales, Project Delivery Managers, Legal, and other cross functional groups as customer liaison on national accounts.
• Develop and build relationships with the customer’s project teams to ensure proper contacts are available to promote work and resolve issues when required.
• Ensure proper planning and execution among the support team members. Assing activities, due date, monitor progress and report to the project manager.
• Must be able to professionally present results to the Management, communicate risks and challenges, and provide solutions across procurement modules.
• Provide comprehensive training to end users on procurement functionalities within the system, ensuring smooth adoption and operation of the system.
• Provide ongoing support to the clients’ post implementation, troubleshooting any related issues and offering system updates or process improvements when necessary.
• Understand the application and software related issues, also determine the possible root cause. 
• Work on defined SLAs to ensure that our client receives the best of the services. 
• Ensure complete compliance of ticketing tools and report metrics daily. Interact and follow-up with the development team for root cause and analysis of issues reported. 
• Understand and analyze solutions provided, coordination with testing and release team for ensuring sustainable software releases. 
• Testing, Issue reporting and following up with the development team on internally reported issues. 
• Handling entire procurement support team (Juniors and other subordiantes) under strong leadership as a Technical support manager and guided them accordingly whenever its required to achieve the teams maximum output.
• Participates in creating and managing comprehensive training materials, including user manuals, guides, video tutorials to support the education and onboarding of clients in using procurement modules.
• Maintain up-to-date documentation of system configurations, workflows, and processes.
• Ensure that all the process changes, enhancements and configurations are fully documented for future reference. 
• When required, facilitate resolution of issues and conflicts through collaboration with internal partners .
• Define complex issues in a structured approach to raise visibility to drive resolution.
• Must be flexible, provide clear and consultative direction in high-pressure stress situations

Qualifications and Skills

• You have a personal drive, take ownership and work independently.
• Strong communication skills, verbal and oral and fluent in English
• Exceptional customer service skills
• Strong Presentation and facilitation skills to conduct training sessions for clients and internal teams. 
• Minimum 8+ plus years Procurement module experience including significant project management, business process & reporting experience
• Demonstrated ability to expertly prioritize, organize and complete multiple complex projects/programs in a deadline-driven environment
• Extensive experience in requirements gathering and analysis,, task prioritization, scheduling, and achieving objectives on schedule and within budget
• Proven experience with Marine ERP Systems or other supply chain platforms such as SAP, Oracle is an advantage.
• Working knowledge of Business Process Management and Project Management Tools
• Ability to create user friendly training materials, including manuals, and conduct workshops.
• Strong interpersonal skills with a high level of integrity
• Ability to interface effectively with all levels of organization, including senior leaders
• Ability to build strong cross-functional relationships
• Results driven, takes initiative, nimble learner and self-aware
• Bachelor’s degree in supply chain management, Procurement, or related fields or an equivalent knowledge through work experience.
• Skilled with change management principles to ensure smooth transitions during implementation, including handling resistance and facilitating user training and adoption.
• Personal commitment to safety, integrity, and continual professional development