Infor SyteLine Specialist

We are looking for an experienced Infor SyteLine Specialist to join our team and drive the optimization and effectiveness of our customer service operations. The ideal candidate will have a deep understanding of customer service processes and Infor SyteLine, with the ability to configure, troubleshoot, and improve the service reporting, mobile application, invoicing, and documentation system to meet the unique needs of our customer service organization.

KEY RESPONSIBILITIES

• SyteLine Configuration for Service Module: Configure and optimize Infor SyteLine Service Module to align with customer service workflows, including incident creation, SRO (Service Reports) creation, scheduling, service contract creation and management, service scheduling, invoicing, sending necessary documents to customers, crediting and rebilling, partner creation and management and more.
• Process Mapping & Documentation: Analyze current customer service management processes, identify areas for improvement, and map those processes into SyteLine to ensure alignment with best practices and efficiency goals.
• System Optimization & Troubleshooting: Identify and resolve any ERP Service Module system issues or gaps in functionality related to customer service processes. Work with cross-functional teams to enhance the system's capabilities.
• User Training & Support: Train service staff on using SyteLine for day-to-day operations, ensuring they are proficient in features like creating incidents, scheduling service, creating SROs, quoting customers, billing, crediting, etc. Provide ongoing user support and guidance.
• Service Data Management: Maintain and ensure the accuracy of data within SyteLine, including ustomer information, machine population data, service contracts, installations, warranty dates, employee data, invoicing documentation, service reports, etc.
• Integration & Automation: Work with IT and other teams to integrate SyteLine with other systems (such as MES or WMS) to streamline operations and automate service administrative and management workflows.
• Reporting & Analytics: Develop, configure, and manage key reports and dashboards in SyteLine to provide insights into production efficiency, monthly service hours, service hours per service engineer, service income, parts income, contract income, machine population, service engineer population, etc.
• Continuous Improvement: Recommend and implement improvements to both SyteLine Service Module and Mobile App functionality and service operations to enhance productivity, reduce waste, and increase product quality and efficiency.
• System Upgrades & Maintenance: Work with the IT department to monitor and manage system upgrades, patches, and enhancements to ensure that SyteLine is always up-to-date and operating efficiently for manufacturing needs.
• Project Management: Support the implementation of new service-related features, modules, and processes within SyteLine, ensuring projects are completed on time and meet business objectives.

SKILLS:

• Expertise in Infor SyteLine Service Module and Mobile App: Hands-on experience with configuring, customizing, and optimizing Infor SyteLine Service Module and Mobile App for customer service environments.
• Customer Service Process Knowledge: Strong understanding of customer service workflows, service activity planning, service scheduling within Syteline, and general service activities and administration management.

• Problem-Solving & Analytical Skills: Ability to troubleshoot complex issues, perform root cause analysis, and implement effective solutions within the ERP system.
• Experience with Service Module and Mobile App: Proficiency with SyteLine modules related to service procedures and management, work orders, and parts orders.
• Technical Proficiency: Familiarity with databases (SQL), report generation, and system integrations (including data exchange with other systems).
• Communication Skills: Excellent communication skills, both technical and non-technical, with the ability to train staff and explain technical concepts clearly.
• Project Management Skills: Ability to manage multiple projects, prioritize tasks, and meet deadlines.

QUALIFICATIONS:

• Infor SyteLine Certification or related Service Module and Mobile App certifications.
• Experience with advanced Infor features such as BIRST.

• Background in process improvement methodologies.

• Familiarity with customer service standards and best practices in service operations and management.
• Previous experience in a customer service is a plus.

SCHEDULE: Monday - Friday 8-5pm

PAY RANGE: $25-$34/HR

WHY JOIN US?

• Be a key player in improving manufacturing operations through advanced ERP capabilities.
• Work with a collaborative team focused on continuous improvement and technology-driven success.
• Competitive salary and benefits package.
• Opportunities for personal growth and career development.
• This role is perfect for someone with a strong background in service operations and customer service software systems, specifically Infor SyteLine. The ideal candidate will be a hands-on expert, able to tailor the system to fit manufacturing needs, support users, and drive continuous improvement across operations.