Job Description

Project Consultant & Customer Support Specialist

Reports To: Director of Proline          Department: Proline           Location: Atlanta, GA (Remote/Hybrid)

At M-Tech Systems, our company mission is to increase yield in protein production to help feed the growing world population without compromising animal welfare or damaging the planet. We aim to create software that delivers real-time data to the entire supply chain that allows producers to get better insight into what is happening on their farms and processing facilities, and what they can do to responsibly improve production.

M-Tech Systems is the industry-leading provider for Live Animal Protein Production Performance Management Tools. For over 30 years, M-Tech Systems has provided cutting-edge enterprise data solutions for all aspects of the live poultry operations cycle. We provide our customers with solutions in Business Intelligence, Live Production Accounting, Production Planning, and Remote Data Management—all through an integrated system. With the addition of our Proline product, we have extended our reach into processing facilities, helping our customers optimize their production processes to maximize production output, demand fulfillment, and resource utilization. Our applications can currently be found running businesses on six continents in over 50 countries. M-Tech has built an international reputation for equipping our customers with the power to utilize comprehensive data to maximize profitability.

With over 200 employees globally, M-Tech Systems currently has main offices in Mexico, United States, and Brazil, with additional resources in key markets around the world. M-Tech Systems USA’s headquarters is based in Atlanta, Georgia and has approximately 90 team members in a casual, collaborative environment. Our work culture here is based on a passion for helping our clients feed the world, resulting in a flexible and rewarding atmosphere. We pride ourselves for having a working atmosphere that encourages collaboration, exceptional development tooling, training, and ongoing opportunities to work with senior and executive management.

J ob Summary
We are looking for individuals that demonstrate a high level of energy, show a strong sense of optimism, and hold a desire to learn and be challenged.  The ideal candidate will be open to learning new skills daily, will care deeply about the people around them and will strive to deliver their work with excellence. Our implementation and support team is our main touch point with our customers, so our team members must have great attitudes and exceptional customer service skills. Furthermore, they must have an innate level of intellectual curiosity about how our customers run their production processes and how our software platform works, as they will assume responsibility for the implementation and on-going support of our world-class software products. 

Reporting to the Director of Proline, our implementation and support technicians will work as part of a larger project implementation team and be responsible for actively facilitating the implementation of designated projects for both new and existing clients. They will also act as front-line support for our installations, efficiently addressing support issues, helping our customers with any training issues, optimizing system configurations, and more. This role is also accountable for ensuring that M-Tech software meets the needs of the customer, executing project deliverables on time and within scope while helping maintain project budgets. 

Essential Functions & Responsibilities

• Effectively implement the project plan. 
• Provide regular project status updates and other valuable project progress feedback.
• Execute and deliver quality project implementations that are on time, on budget and within scope.
• Host and conduct on-site or remote training sessions, troubleshooting meetings or any other session required to ensure project success.
• Consult with customers on business processes and software modifications as needed.
• Provide comprehensive technical support to customers, including diagnosing and resolving issues, answering inquiries, and offering guidance and system usage.
• Ensure timely communication with customers.
• Document processes, procedures, and customer interactions to maintain thorough records and facilitate knowledge sharing within the team.
• Work cross-functionally within a project team and with other M-Tech departments (development, pro services, data science, etc.).
• Identify, communicate, and solve project related risks and challenges.

• Stay up-to-date on trends and best practices related to system technologies and industry.

Experience , Skills and Qualifications

• 3-5 years of applicable experience in software/systems implementation and/or technology-based projects.
• Experience in a discrete manufacturing or supply chain environment.
• Four-year college degree in applicable field preferred.
• Exceptional customer service skills.
• Outgoing and personable demeanor, with the ability to comfortably engage and work with new people.
• Excellent planning and organizational skills.
• Exceptional communication skills, both written and verbal, with the ability to effectively interact with customers and internal teams.
• Strong analytical skills, deductive reasoning ability and proven proficiency with technical environments.
• Familiarity with popular office, technical support, project management and cloud-based software terminology, technologies, and platforms.
• Ability to manage multiple priorities and work independently and efficiently in a fast-paced environment.
• Knowledge of or experience with animal agriculture, food processing and/or poultry is a bonus.

Travel and Commute Requirements

• Up to 50% of domestic and international travel as required by project schedules.
• Regular presence (2-3 days/week) to MTech Systems offices in North Atlanta.

EEO Statement 

Integrated into our shared values is M-Tech’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. M-Tech is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at M-Tech has an ongoing responsibility to respect and support a globally diverse environment.

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