MECOMS™ > Careers > Product Support Engineer

Vacancy: Product Support Engineer

Ferranti is looking for experienced energy and utility professionals, to help build the international expansion of its MECOMS™ product.

MECOMS™ is an ERP solution for energy and utility companies, based on Microsoft Dynamics AX. MECOMS™ is the result of more than 30 years of experience in the utility industry, and is rapidly expanding its footprint on an international scale.

MECOMS™ is Microsoft‘s only recommended solution for energy and utility companies across the globe. In only a few years MECOMS™ has grown into a major international challenger, recognized by renowned industry analysts, such as Gartner, IDC and OVUM. Major software companies, such as Avanade/Accenture, Tata, and Logica have chosen to partner with Ferranti and offer MECOMS™ as preferred solution for energy and utility companies.

Function Description

The MECOMS™ product development organization, focussed on the development of the MECOMS ™ product for the utilities sector, has created a support desk for the support of our implementation partners. The Product Support Engineer functions as a single point of contact for the MECOMS ™ product development organization and works closely with the development manager.

As a Product Support Engineer you will be supporting the customer meanwhile being active in various fields and taking responsibility for monitoring and analyzing incidents, questions and problems (both on a technical-functional level and anadministrative level).

Responsibilities

General

Coordinate support activities to ensure timely resolution of the incidents - act as SPOC (single point of contact) between the MECOMS ™ product development organization (third line) and the customer. The customers of the product organization are the different parties that implement the MECOMS ™ product. This could be both MECOMS ™ Partners and the internal project organization (Professional Services)

Incident Management

  • Manage the total lifecycle of the reported incident: from incident to resolution.
  • Validate the solutions offeredby the third line support team in the MECOMS™ product development organization
  • Answering calls within the stated SLA time guidelines and follow-up (second line and third line level)

Customer Communication, Reporting & Advisory function

  • Providing advice regarding system use to the customer — offering (appropriate and creative) solutions for incidents — communication related to incidents
  • Analyze and interpret (complexe) customer questions to determine, reproduce and solve the problem — troubleshooting and analysis report
  • Analysis and reporting of information (support desk activities) on second and third line level (periodically and ad hoc) : monthly reports of solved issues, open incidents and open problems, etc. as well as communication with stake holders
  • Building an excellent relationship with the customers through quality communication

Internal communication

  • Manage knowledge base (procedures, experiences and other documentation of the information systems)
  • Providing support to less experienced colleagues within the product development team.

Various

  • Manage the functional systems to support the 2nd line service desk
  • Support in preparing and implemetation of demo’s

Profile

You have:

  • At least 3 years experience in the field of second and third line support or ICT-helpdesk, preferably in an ERP environment
  • Strong analytical skills
  • A Master’s or Bachelor’s degree
  • Risk awareness
  • Strong communication skills
  • Fluency in Dutch and English
  • Knowledge of other languages is a plus
  • Knowledge of the utilities market is a major asset
  • Knowledge of Dynamics AX, SAP or other ERP solutions is a plus
  • Knowledge of ITIL (incident management) is a plus
  • Knowledge of Windows operating systems, SQL Server, Office is a plus

You are:

  • a dynamic team player with responsibility and excellent social and communication skills — both orally and written
  • High empathy
  • Problem solving
  • Independent and self starter
  • Customer and service oriented, committed
  • Hands-on
  • Stress resistant

Our offer:

  • A workplace in Antwerp
  • Continuous improvement and staying up te date with the latest technology changes
  • Real career opportunities
  • Training by our Ferranti University
  • Support by a personal coach
  • A very attractive salary package: company car, insurance, portable pc, cell phone, (internet connection)
  • And this in a young and dynamic company atmosphere where there is space for initiative and where an open culture gives you the possibility to grow and continuously improve your personal skills.

Interested?

Please contact Alain Bastiaens: +32 3 540 49 76 or +32 473 59 53 27 or send your CV to careers@mecoms.com