Customer Support Representative - III

Key Responsibilities:

Stakeholder Engagement & Training Coordination

Partner with the TCM team for each wave to identify all internal and external stakeholders.

Plan and manage recurring training sessions based on aligned cadence.

Facilitate communication and alignment across training delivery, supplier readiness, and onboarding timelines.

Training Delivery & SME Preparedness

Develop a strong understanding of ECM training materials to effectively present content to suppliers.

Attend office hours and respond to questions; escalate unresolved or complex issues to the ECM Core Team or TCM Team when needed.

Foster an environment where it is acceptable to say "I don''t know" while maintaining accountability for follow‐up and clarification.

Supplier Readiness & BOM Preparation

Review upcoming suppliers for each implementation wave and ensure necessary BOM summaries are extracted, classified, and accurately prepared.

Present "help needed" summaries and supplier‐specific insights based on BOM analysis during training or supplier engagements.

Cross-Functional Collaboration

Collaborate with the ECM Core Team to contact sourcing owners and verify or update supplier information.

Serve as a liaison between sourcing, training, and technical teams to maintain accuracy and alignment across data and process needs.

Process Knowledge (As‐Is / To‐Be)

Maintain comprehensive understanding of the current (as‐is) process, how it is changing, and the implications of those changes for each role.

Support training and communications by clearly explaining process transitions and role impacts.

Post‐Onboarding Hypercare Support

Provide structured support to newly onboarded ECM users in alignment with the TCM-defined hyper care plan.

Monitor user questions and escalate system or process issues as appropriate to the ECM Core Team.

Systems

Articulate, Windchill, Microsoft office, Smartsheet

Preferred Skills & Attributes

Strong communication and presentation skills

Ability to learn complex processes quickly

Comfort with ambiguity and escalation

Strong collaboration and stakeholder management

Analytical skills for BOM & attribute classification and supplier readiness assessment

Process‐oriented mindset with attention to detail

understanding of different ways of learning