As a Product Expert you will need to have/be:
Demonstrated experience or strong understanding of ERP and WMS systems, preferably in implementation or support roles.
Exceptional communication and interpersonal skills, capable of explaining complex systems in simple terms and interacting effectively with all levels of the organisation.
Strong problem-solving abilities with a proactive and customer-focused approach to addressing user issues and concerns.
Excellent organisational and project management abilities to handle multiple priorities in a dynamic environment.
Ability to work collaboratively in a team environment, as well as independently with minimal supervision.
Willingness to learn and adapt to new technologies and systems, with a passion for becoming a product expert.
Strong analytically and problem-solving skills, capable of managing complex system issues.
Flexibility and adaptability to learn new technologies and software as required.
A proactive approach to customer service to ensure user satisfaction and system efficiency.
A demonstrated ability to identify opportunities for process and system improvements and take initiative in leading projects that enhance system functionality and user experience.
Proficiency in creating and maintaining accurate, clear, and concise technical documentation. Ability to document work flows, system changes, and user procedures to ensure clarity and ease of access for all team members.
Ability to analyse system data to inform decisions and identify trends that could impact system performance and business processes.
Experience with change management procedures and the ability to guide users through system changes to minimise resistance and maximise adoption.
Willingness to travel to various company sites as needed to support system implementation, training, and post-deployment activities. This may include occasional out-of-town stays to ensure comprehensive on-site user support and system optimisation.
In addition to specialising in their ERP and WMS systems, you will also be responsible for mastering and providing support for other critical business applications currently in use, ensuring seamless integration and optimised performance across all platforms.
Play a pivotal role in the roll-out of the ERP (by Epicor Prophet 21) and WMS (by EPG) systems. Work in unison with the project team to customise the platforms, ensuring that they align with our specific business processes and objectives.
Design and deliver comprehensive training programs for end users, empowering them with the necessary skills to maximise the potential of the ERP and WMS systems. Provide ongoing support and refresher training as needed to ensure sustained competency and efficiency.
Become the go-to advisor within the organisation for all matters related to the ERP and WMS systems. Provide insights and expert guidance, aiding in decision-making and strategic planning related to system usage and optimisation.
Foster a collaborative environment by soliciting and synthesising feedback from all system users. Initiate and guide discussions to identify potential enhancements and lead cross-functional efforts to implement system improvements.
Maintain a keen understanding of the evolving landscape of ERP and WMS technologies. Regularly update your knowledge through industry research, webinars, and participation in relevant forums and conferences.
Produce and continuously update a suite of user-friendly materials, including user guides, SOPs, and quick-reference sheets, to facilitate the adoption and proficient use of the ERP and WMS systems.
Provide first-class troubleshooting support, quickly addressing and resolving issues to maintain uninterrupted business operations. Develop a knowledge base to aid in rapid issue diagnosis and resolution.
Diligently document system configurations, changes, and processes. Keep training materials current with system updates and ensure that best practice documentation is readily available and easily accessible to all users.
Act as the primary liaison between the internal teams and external vendors or consultants. Ensure that the ERP and WMS systems integrate seamlessly with other in-house systems and third-party applications, aligning with the IT infrastructure and supporting data exchange and process efficiency.
