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Auto-Graphics a provider in library automation software for ILS, ILL and discovery systems is seeking and individual for the position of Customer Service manager. Below is a description of the position and duties. Anyone that is interested or knows of someone who might be seeking a position should contact Chuck Felten at [log in to unmask] Summary: Responsible for initial project development and deployment of medium to large and complex projects this includes coordinating internal resources and executing project details. Customer Service Managers will oversee installation of A-G's software products purchased by customers and are responsible in ongoing support of the software. You will teach entry to intermediate-level product training courses within assigned curriculum. You may co-teach or work independently to conduct training at a regional training center or onsite at a customer location. Interacts with sales to keep sales informed on customer status and sales opportunities. Responsibilities: Customer Support: 1. Communicates regularly with customers to ensure quality of product and customer service. 2. Provides first level product support for various assigned A-G software products (AGent, Impact/VERSO, CMS) 3. Provides customer support and answers customer questions during and after implementation. 4. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 5. Interviews customers to collect information about a problem and leads the customer through diagnostic procedures to determine source of the error. 6. Problem recognition, research, isolation, resolution and follow-up for routine customer problems, referring more complex problems to supervisor or development staff. 7. Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. 8. Consults with developers to explain software errors or to recommend changes to programs and the product interface. 9. Participates in software QA prior to a release. 10. Deliver instructor-led, classroom training to customers by providing lecture-style instruction and hands-on demonstrations of technology. 11. Prepare training materials and documentation. Maintain and prepare records of attendance and course evaluations. 12. Learn all relevant aspects of new and updated products to ensure ability to teach training courses on these products. Ensure ongoing improvement of product knowledge, training and presentation skills, and technical knowledge. 13. Ensure classroom environment is set up appropriately and training materials are available. 14. Researches and follows up on questions/issues raised in training sessions 15. Assist in mentoring and developing new instructors. 16. Provides technical expertise and training to other departments in support of product development. 17. Collaborates with a wide variety of functional areas such as sales, programming, marketing, and operations to develop and provide product definitions responsive to customer needs and market opportunities Project Management: 1. Schedule and facilitate initial customer meetings and interviews as an introduction to the implementation. 2. Coordinates the installation of A-G software applications purchased by the customer. 3. Setup and configuration of the software application. 4. Works with customer to analyze and evaluate customer data to assure proper formatting for data conversion. 5. Defines and develops of data conversion routines to convert and load data into the application using standard program utilities developed by A-G. 6. Provide on going databases management activities which includes on-going updates, indexing, and when required authority control processing. 7. Develops and maintains project schedules, status reports and reports to all members of the project team and management on a regular basis. 8. Ensures delivery of training, conversion and software installation services. 9. Manages multiple projects concurrently. 10. Responsible for understanding and implementing the requirements contained within a customers contract. 11. Prepares billing on assigned projects and ensures accuracy of the billing. 12. Well developed classroom delivery skills including: proven track record of preparation and performance in a classroom, outstanding communication skills (voice projection, classroom presence), ability to answer and research questions asked in class 13. Solid functional knowledge of specific product area (Library Technical Services, Cataloging, Inter Library Loan) 14. Excellent interpersonal, and presentation skills 15. Ability to teach others functional system concepts in a classroom setting 16. Self-motivation and the ability to work independently to get the job done 17. Ability to multi-task 18. Strong attention to detail 19. Ability to work well in a team environment 20. Familiarity with PowerPoint Eric Jung Vice President of Customer Service | Auto-Graphics, Inc. 430 North Vineyard Avenue, Suite 100 | Ontario |CA | 91764 e. [log in to unmask] <mailto:[log in to unmask]> | www.auto-graphics.com <http://www.auto-graphics.com> o. 909.569.1503 | m. 800.776.6939 | f. 855.314.6880 ------------------------------------------------------------------------- The contents of this e-mail and any attachments are intended solely for the use of the named addressee(s) and may contain confidential and/or privileged information. Any unauthorized use, copying, disclosure, or distribution of the contents of this e-mail is strictly prohibited by the sender and may be unlawful. If you are not the intended recipient, please notify the sender immediately and delete this e-mail.