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Technical Support Manager

2 months ago

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Position - Technical Support Manager (QHSE) Job Objective - JiBe is a 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. Job Responsibilities Works collaboratively with Sales, Project Delivery Managers, Legal, and other cross functional groups as customer liaison on national accounts. Must be able to professionally present results to the Management, communicate risks and challenges, and provide solutions across modules (QHSE). Develop and provide customer specific training to internal partners prior to project start. Act as the subject matter expert (SME) concerning customer contract terms, processes, procedures and points of contact. Develop and build relationships with the customer’s national teams to ensure proper contacts are available to promote work and resolve issues when required. When required, facilitate resolution of issues and conflicts through collaboration with internal partners and the national customer. Define complex issues in a structured approach to raise visibility to drive resolution. Coordinate with Network Project Delivery, Sales, and Legal to drive consistency between all programs. Coordinate with Network Design & Construction on national customer-driven and internally driven process improvement initiatives Must be flexible, provide clear and consultative direction in high-pressure stress situations. Qualifications and Skills Minimum 10+ plus years QHSE 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, scope drafting, resource organization, task prioritization, scheduling, and achieving objectives on schedule and within budget Extensive knowledge of MS Excel (specifically, advanced formulas, pivot tables and charts), Power Point, Visio and Word Working knowledge of Business Process Management and Project Management Tools Strong project management skills with attention to detail Strong interpersonal skills with a high level of integrity Exceptional oral and written communication skills Exceptional customer service skills 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 A positive attitude and desire to deliver exceptional results for our customers Personal commitment to safety, integrity, and continual professional development