Customer Support Consultant

Aptean; Sønder Borup; On-site; DKK 430,000 - 550,000; Full time

Job summary

JMA seeks a dedicated Support Consultant to advise customers on our DSM solution and Aptean Equipment DMS, working with dealers and service companies in agriculture and construction machinery. You will handle cases from Denmark and Sweden via phone and email, exploring workflows and providing practical digital solutions.

You don’t need a traditional IT background; the key is business understanding and the ability to translate it into effective IT-enabled processes.

Qualifications

• Experience from the service industry.
• Ability to translate business workflows into digital solutions.
• Structured approach to resolving cases and closing them.

Responsibilities

• Receive, analyze and resolve support cases from customers.
• Advise customers on best use of solutions.
• Familiarize with customers' processes and procedures.
• Help customers leverage IT and digitization to improve workflows.

Skills

Service industry

IT tools

Workflow optimization

Troubleshooting

Customer support

Tools

CRM systems

Ticketing system

Job description

Overview

JMA is looking for a Support Consultant for industry-specific DMS solution

Do you have experience from the service industry, do you understand the workflows in a workshop or in a service organization – and do you also have a flair for IT?

We are looking for a dedicated and service-minded colleague for our office in Randers, who will advise and help our customers with our in-house developed DSM solution and Aptean Equipment DMS. The solutions are primarily used by dealers and service companies in agricultural and construction machinery.

You do not have to come from a traditional IT position. The most important thing is that you understand the business and the processes our customers work with, and that you have the desire and ability to translate that understanding into good digital solutions.

What will you be working with?

You get your own portfolio of support cases in Denmark and Sweden and help customers via phone and email. Some questions can be solved quickly. Others require you to go deeper, examine the customer's workflows, test different options and find the right solution.

It is therefore not enough to simply be able to answer how the system works. You must also be curious about why the customer works the way the customer does, and how we can help make the work processes better.

Your tasks will include to:

• receive, analyze and resolve support cases from our customers
• Advise customers on the best use of our solutions
• familiarize yourself with the customers' processes and business procedures
• help customers leverage IT and digitalization to create more efficient workflows.

Who are you?

Your background may be different. For example, you may have worked as a foreman, service coordinator or in a similar function where you have been responsible for making the daily service business work.

It will be a great advantage if you have experience from a company with many out-of-town technicians or mechanics and have been involved in planning and coordinating their work yourself.

We also imagine that you:

• Have solid practical experience from the service industry
• have worked with IT as a tool to streamline and digitize workflows
• work in a structured way and ensure that your cases are closed
• preferably have experience from a role where your time or services have been invoiced to customers.

How do you work?

For us, good support is not just about being friendly. It is about understanding the customer's situation, taking responsibility for the matter and finding a solution that works in practice.

Therefore, we emphasize that you:

• are curious and ask questions until you understand the real cause of a problem
• works in a structured way with troubleshooting, testing and solution proposals
• are interested in IT and new technologies – including how AI can be used in daily task solving
• Fluent in Danish and English both orally and in writing. If you also know Swedish or Norwegian, it is a clear advantage.

What do we offer?

At JMA, you will get a position where business understanding, customer contact and IT meet.

You will have the opportunity to build strong specialist knowledge of our industry and solutions and will work with customers and colleagues both nationally and internationally.

At the same time, you will be part of an environment where we help each other, share our knowledge and focus on finding solutions that create real value for customers.

Does this sound like something for you?

About Aptean

At Aptean, our mission is to solve tomorrow's unique challenges today with unrivaled,purpose-built software and superior customer experiences from people who care.Aptean is a global provider of mission-critical, industry-specific software solutions.Aptean's purpose-built ERP and supply chain management solutions help address theunique challenges facing process and discrete manufacturers, distributors and otherfocused organizations. Aptean's compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over10,000highly specialized organizations in more than 20 industries and 80 countries rely onAptean to streamline their everyday operations.

"At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company." -TVN Reddy

Aptean pledges to promote a company culture where diversity, equity and inclusion arecentral. We are committed to applying this principle as we interact with our customers,build our teams, cultivate our leaders and shape a company in which any employee cansucceed, regardless of race, color, sex, national origin, sexuality and gender identity,religion, disability or age. Celebrating our diverse experiences, opinions and beliefsallows us to embrace what makes us unique and to use this as an asset in bringinginnovative solutions to our customer base.