Implementation and Support Engineer

Profectus are seeking a highly motivated individual to join our clients Professional Services team, delivering and supporting projects for new and existing clients. In this role, you will collaborate with the Project Manager to handle all aspects of manufacturing software implementation, from understanding customer requirements to configuring the software, training users, and providing post-go-live support to ensure customer satisfaction. 

This role will require an element of filed based work (Midlands/North). Some implementation and support can be dealt with remotely but for some clients they will prefer to have the implementation specialist on-site. 

Key Responsibilities:

• Deliver timely and responsive software implementations and exceptional support services.
• Install and configure software, including integration with third-party systems.
• Proactively identify and address potential issues to avoid project delays.
• Build strong relationships with internal teams (development, sales, support) and external suppliers to meet customer expectations.
• Monitor and contribute to customer satisfaction through surveys and feedback.
• Support continuous improvement efforts within the Professional Services team. 

Qualifications & Experience:

• Experience in implementing or supporting software, ideally in the manufacturing industry.
• Strong decision-making and organizational skills.
• Understanding of P&L and revenue recognition is a plus.
• Ability to quickly learn and apply new technical and product knowledge. 

Technical Skills:

• Essential:
• Windows and Windows Server operating systems.
• Strong understanding of data structures (SQL, XML). 

• Highly Desirable:
• Networking, programming, web-based applications, Microsoft IIS. 

• Beneficial:
• CNC machine tools and software solutions in a manufacturing environment. 

Personal Characteristics:

• Passion for delivering excellent customer service.
• Calm and clear under pressure, with strong organizational and communication skills.
• Ability to prioritize and resolve complex client issues.
• Willingness to travel and work flexible hours, with a full driving license required. 

Location:

• Midlands or South Midlands, with the ability to commute to the office as needed. Initial onboarding will take place at the clients Brighton office.