Software and Training Support Manager (M/F)

Réf. 123456789

Contract : Permanent contract

About the company

Factory Software - AVEVA Select France

Factory Software, a subsidiary of the SONEPAR group, is the exclusive distributor of AVEVA solutions in France, Germany, Italy, Switzerland and Austria.

With an installed base of over 100,000 sites in operation, i.e. more than one in three sites worldwide, AVEVA is the undisputed leader in the fields of Supervision, SCADA, MES, Batch, Cloud, Engineering and Data Analytics.

A forerunner in the industrial supervision market with the famous InTouch software, our products ensure the control and optimisation of more than 4,000 sites in France, in all sectors of industry and the service sector, with a total of more than 70,000 licences. We build our success every day through partnerships with a vast network of integrators and OEM/VAR partners, including more than 230 in France.

Jobs, missions and profiles

You will manage the Professional Services team, which provides support, advice and training on Aveva software to all our customers and integrators.

Download the job description

Post & Missions

Classify the reasons for user requests and ensure a harmonised
harmonised responses and consistent or improved service quality
Handling the most sensitive or difficult cases
Ensuring that the technical support and training team maintain their skill levels
Identify customers who are experiencing specific difficulties or who need training and training and support on our software
Manage the technical support team's schedules for assistance, audit and
audit and training assignments
Plan the team's recruitment needs
In line with the company's objectives, set the success criteria for customer interaction (response time, response rate, etc.).
Passing on any information or problems encountered to the various departments concerned with a view to improving the products and services offered, as well as communication with customers.

Profil

Higher technical education (Bac +3/+5) in the field of industrial computing/information systems with at least 5 years‘ professional experience and at least 2 years’ management experience.
Bonne connaissance des technologies liées au domaine de l’informatique industrielle (supervision, automatismes, MES, OPC…)
Proficiency in problem-solving methods and tools
Proficiency in Windows Professional and Server operating systems
Knowledge of virtualisation environments (VMWare, HyperV, etc.)
You have strong interpersonal and communication skills, a positive attitude and a proactive stance
Organisational skills and the ability to interact with customers at all levels.
Fluency in professional English
Ability to work in a team
Ability to manage crisis situations
Knowledge of AVEVA software (supervision, traceability, batch...) is a real plus

Submit your application

Send your CV using this form, indicating the name and reference of the post (which you will find in the introduction to this page).