Date: Jan 22, 2014
Location: Madrid, ES
Job Category: Customer Service & Support
Location: Madrid, ES
Job ID: 866896-134370
Division: Services & Support
Location: Madrid, Spain
Role Purpose
The successful candidate will work within a team (local and EMEA wide) of support specialists focused on resolving our Customer and Dynamics Partner Channel customer’s technical & product issues by providing technical support on Microsoft Dynamics NAV. This requires scoping the customer’s and partner’s expectations and collaborating with others to meet those expectations in the shortest possible time.
The candidate should have a strong Technical Support/ERP background with a solid experience in the operational functions of a business e.g. Accounting, Controlling, Distribution and/or Manufacturing backed up with a corresponding theoretical foundation or Technical Area.
Knowledge of one or more Microsoft Server systems like Windows Server, BizTalk Server, Exchange Server, SharePoint products, etc. and experience in application development - preferably Visual Studio or . Net - is beneficial too.
Team/Department Mission
Solve the customers’ problem in the quickest way possible by putting them at the center of everything we do.
Key Accountabilities
• Communicate with customers, Customer Services & Support (CSS) engineers and appropriate subsidiary staff via electronic correspondence or telephone. Assist with onsite support regarding mission critical problems experienced with the supported technology & product within your team.
• Solve complex level of problems, involving broad product knowledge or functionality speciality redirected by CSS or escalated by EMEA subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
• Take an active role in challenging and suggesting enhancements on existing processes and workflow.
• Develop own technical & functional knowledge on products/technologies related to the team scope.
• Write technical articles in order to distribute technical information to all Customers, CSS engineering and subsidiary staff
• Attend triage meetings with local CSS engineers to share knowledge and efficiently develop customer solutions.
• Develop and deliver internal CSS and customer technical trainings/workshops in speciality areas.
• Assist with special projects as assigned (international Bus & Process Improvement). Assist in special projects in conjunction with other MS departments (MCS, Pre Sales …).
• Assist in hot-site issues by setting customer expectations, devising action plans and communicating to BG, SMS&P, partners and customers.
• Use sophisticated tools to analyse complex problems and develop solutions to meet customer needs.
• Assist in representing Microsoft in any forum (i.e. seminars, technical or marketing, conferences event).
• Work with local marketing people for product feedback & new product launches.
• May Participate in 24x7 rotation based on products/technologies knowledge (Country dependent)
Key Success Criteria
• Ability to delight customers, contribution to team customer satisfaction goals
• Show high level of efficiency, reflected in improvement of Total Minutes Per Incident (TMPI)
• Excellent Team player
• Strong ownership of customer issues
• Realize personal accountability within team
• Role model in Excellence in Execution like full time tracking of all labor invested, following all internal processes etc.
Knowledge, Skills and Experience
Essential Experience:
• Technical support &/or Dynamics NAV functionality support in a SCM and/or TECH area with proven experience.
• Microsoft Dynamics NAV Experience (version NAV 5.0/ NAV 2009 and higher) would be beneficial. In depth knowledge of Microsoft Server products (BizTalk, Exchange , SQL Share Point) and/or Application Development (.Net or Visual Studio) would be appropriate instead.
• Ability to take leadership in one specific product or area of business processes.
• Communication skills in international environment
• Good knowledge of English and Spanish
Technical/Functional Skills
• Dynamics NAV Products or other ERP products in Small & Medium Business marketplace:
Skills in 1 or more ERP areas like beneficial:
o Trade & Logistics
o Production
o Resource Planning
o Finance
o Project Accounting
o Etc.
Personal Attributes/Interpersonal Skills
• Customer focused
• Technically credible
• Excellent communication skills both spoken and written
• Able to work well under pressure and meet commitments
• Ability to communicate with international customers (cultural awareness)
Qualifications
• MCPs / Microsoft Dynamics Certifications
• Other Business Process industry recognized accreditations desirable
Microsoft is an equal opportunity employer and supports workforce diversity. All applications for vacant positions will be welcomed and will be considered on the relative merits of the applicant against the role profile for the position regardless of colour, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief”.
SS:WWMS
Job Segments: Developer, Engineer, System Administrator, SQL, ERP, Technology, Engineering
Location: Madrid, ES
Job ID: 866896-134370
Division: Services & Support
Location: Madrid, Spain
Role Purpose
The successful candidate will work within a team (local and EMEA wide) of support specialists focused on resolving our Customer and Dynamics Partner Channel customer’s technical & product issues by providing technical support on Microsoft Dynamics NAV. This requires scoping the customer’s and partner’s expectations and collaborating with others to meet those expectations in the shortest possible time.
The candidate should have a strong Technical Support/ERP background with a solid experience in the operational functions of a business e.g. Accounting, Controlling, Distribution and/or Manufacturing backed up with a corresponding theoretical foundation or Technical Area.
Knowledge of one or more Microsoft Server systems like Windows Server, BizTalk Server, Exchange Server, SharePoint products, etc. and experience in application development - preferably Visual Studio or . Net - is beneficial too.
Team/Department Mission
Solve the customers’ problem in the quickest way possible by putting them at the center of everything we do.
Key Accountabilities
• Communicate with customers, Customer Services & Support (CSS) engineers and appropriate subsidiary staff via electronic correspondence or telephone. Assist with onsite support regarding mission critical problems experienced with the supported technology & product within your team.
• Solve complex level of problems, involving broad product knowledge or functionality speciality redirected by CSS or escalated by EMEA subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical)
• Take an active role in challenging and suggesting enhancements on existing processes and workflow.
• Develop own technical & functional knowledge on products/technologies related to the team scope.
• Write technical articles in order to distribute technical information to all Customers, CSS engineering and subsidiary staff
• Attend triage meetings with local CSS engineers to share knowledge and efficiently develop customer solutions.
• Develop and deliver internal CSS and customer technical trainings/workshops in speciality areas.
• Assist with special projects as assigned (international Bus & Process Improvement). Assist in special projects in conjunction with other MS departments (MCS, Pre Sales …).
• Assist in hot-site issues by setting customer expectations, devising action plans and communicating to BG, SMS&P, partners and customers.
• Use sophisticated tools to analyse complex problems and develop solutions to meet customer needs.
• Assist in representing Microsoft in any forum (i.e. seminars, technical or marketing, conferences event).
• Work with local marketing people for product feedback & new product launches.
• May Participate in 24x7 rotation based on products/technologies knowledge (Country dependent)
Key Success Criteria
• Ability to delight customers, contribution to team customer satisfaction goals
• Show high level of efficiency, reflected in improvement of Total Minutes Per Incident (TMPI)
• Excellent Team player
• Strong ownership of customer issues
• Realize personal accountability within team
• Role model in Excellence in Execution like full time tracking of all labor invested, following all internal processes etc.
Knowledge, Skills and Experience
Essential Experience:
• Technical support &/or Dynamics NAV functionality support in a SCM and/or TECH area with proven experience.
• Microsoft Dynamics NAV Experience (version NAV 5.0/ NAV 2009 and higher) would be beneficial. In depth knowledge of Microsoft Server products (BizTalk, Exchange , SQL Share Point) and/or Application Development (.Net or Visual Studio) would be appropriate instead.
• Ability to take leadership in one specific product or area of business processes.
• Communication skills in international environment
• Good knowledge of English and Spanish
Technical/Functional Skills
• Dynamics NAV Products or other ERP products in Small & Medium Business marketplace:
Skills in 1 or more ERP areas like beneficial:
o Trade & Logistics
o Production
o Resource Planning
o Finance
o Project Accounting
o Etc.
Personal Attributes/Interpersonal Skills
• Customer focused
• Technically credible
• Excellent communication skills both spoken and written
• Able to work well under pressure and meet commitments
• Ability to communicate with international customers (cultural awareness)
Qualifications
• MCPs / Microsoft Dynamics Certifications
• Other Business Process industry recognized accreditations desirable
Microsoft is an equal opportunity employer and supports workforce diversity. All applications for vacant positions will be welcomed and will be considered on the relative merits of the applicant against the role profile for the position regardless of colour, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief”.
SS:WWMS
Job Segments: Developer, Engineer, System Administrator, SQL, ERP, Technology, Engineering
