Business Systems Specialist

The Business Systems Specialist role will be responsible for a variety of tasks associated with the operating system and business process flow . These tasks include: providing Help Desk support, assist with analyzing and developing courses on current operating systems, assist with documenting and improving current standard operating procedures . This role will also serve as an assistant to the Business System Manager and is a new position that will evolve as needed.

This position works together with the Business Systems Manager, Customer Service Reps, Accounting Department, Service Technicians, Service Mangers, CFO and General Managers.

Essential Position Functions

Service Administration

• Help Desk Support: First responder to system related questions or issues including questions concerning invoicing of service calls, system related errors, and request for information.
• Training: Assist with analyzing and developing training for new hires (Service Coordinators) on current operating systems along with add-ons. Produce useful and appropriate training materials. Work with the Business Systems Manager to create standard training courses.
• Standard Operating Procedures: Have a thorough understanding of the business processes and flows. Assist with documenting and improving Standard Operating Processes. Update current SOP documents that have been implemented with changes as they arise. Assist leadership team with verification that standard operating procedures are being followed appropriately.
• Customer Service Back-Up: Serve as back-up to the Service Coordinator group when needed. Dispatch service technicians to perform scheduled maintenance and repairs. Create call slips for spot repairs and emergency repairs. Generate Purchase Orders for technicians for service related calls. Create service invoices.
• Implementation: Assist with testing and researching new products, along with implementing new processes and procedures that will go along with product.
• Data Entry: Data entry of new technicians into operating system.
• Reporting: Aide in determining the reporting needs.

Relationship Building

• Establish and maintain a rapport / positive working relationships with company associates. Professionally resolve any issues in order to capitalize on all business growth opportunities.
• Participate in the industry affiliations, community organizations and being involved in company sponsored events.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Problem solving: Identify and resolve problems in a timely manner; gather and analyze information skillfully.
• Customer Service: Manage difficult client/customer situations, respond promptly to customer needs, and solicit customer feedback to improve service, respond to requests for service and assistance and meet commitments.
• Planning/Organizing: Prioritize and plan work activities and use time efficiently.
• Quality Control: Demonstrate accuracy and thoroughness, monitor own work to ensure quality and apply feedback to improve performance.
• Quantity: Meet productivity standards and complete work in a timely manner.
• Adaptability: Adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays or unexpected events.
• Dependability: Consistently at work and on time, follow instructions, respond to management direction and solicit feedback to improve performance.
• Safety and Security: Observe safety and security procedures and use equipment and materials properly.

Job Requirements and Qualifications

Education and Training Requirements (licenses, programs or certificates)

• Two year degree in business or five years of related experience

Experience and Knowledge Requirements

• Key2Act/Great Plains experience preferred
• Intermediate level of computer literacy, specifically MS Word and Excel, Visio is a plus.
• Knowledge of operating systems.

Travel Required

• Travel to branches within the organization may be required from time to time.

Physical Requirements

The position requires the candidate to have the ability to lift approximately 15-20 lbs. in assistance of loading, unloading and storing materials and equipment. The position will also require bending, climbing, pulling, pushing, balancing, kneeling, twisting, standing and climbing stairs and ladders.