•Acts as a product technical and functional liaison between customer and internal services teams.
•Uses customer service, communication and problem-solving skills to solve inquiries from JDA customers.
•Utilizes technical skills and product expertise, and helps resolve customer product issues.
•Demonstrates the ability to log and respond to customer support requests via phone, e-mail, and web interface.
•Exhibits a commitment to customer service.
•Successfully understands and triages customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration.
•Communicates technical product and solution expertise to internal and external customers.
•Provides updates and case statuses to customers and management.
•Effectively escalates the issue to the manager when required.
•Follows operational guidelines for interacting with other associates.
•Fully documents all case interactions and authors Knowledge Base solutions.
•Demonstrates the ability to work flexible hours, alternate shifts and the ability to carry a cell phone as required by the team.
•Willing to take late night calls in case of system troubles.
Required Skills and Experiences:
•Good in Communication Skills in Japanese and English( TOEIC Score 800 level )
•Having good knowledge of Databases, SQL/PLSQL, Java, Unix, Batch scripting and Citrix XenApp
•Have working knowledge of Hardware, Network protocols and Operating Systems.
•Should be willing to work for long term maintenance project.
•Experience of working with offshore team having different culture and language
•Preferably has experience of working with India offshore.
•Preferably from Retail background especially for MD process
•Willing to learn JDA products and provide L2/L3 support to the customer
•Lead supply chain planning business process and requirement discussion with customer
•Clearly understand customer’s requirement and map to our solutions.
•Provide innovative suggestion and advice to customer in order to bring business value to customer.
•Escalates issues that may have negative scheduling or financial impact
•Estimates specifications accurately
•Optimizes JDA profit margin through quality design, minimizing unprofitable rework and post-implementation support
•Participates in customer liaison activities to ensure project success
•Provides estimates to project managers of complex work and resource requirements
•Provide final solution design deliverables to customer.
•Works with project team to understand and help to refine and define project detail requirements from solution design specifications.
•Works with the customer team in the design, development, testing and implementation phases of the project
Required Skills and Experiences:
•6+ years supply chain planning related functional consulting experience.
•Understand supply chain planning basic concept and usual business issues.
•Experience with business process in different business areas includes demand planning, material planning, master planning and procurement planning.
Business working experience for manufacture industry is preferred.
•supply chain planning Functional design and implementation experiences on JDA SCP products are preferred.
•Familiar with SQL: stored procedures
•Ability to manage customer expectations in regards to business issues.
•Experience in managing the implementation of several various products at the same time and coordinating different partners within same project.
•Strong design, analytical and problem-solving skills.
•Excellent presentation and organizational skills.
•Excellent communication skills (both written and verbal).
•Bachelor's Degree (or above) in Computer Science, Engineering, or Math or equivalent exp preferred.
•Extensive travel required (approximately 80%)