Process Improvement Specialist - Customer Support

Sustainability that means business

Who we are :

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do :

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

The Customer Process Improvement Specialist is responsible for analysing, developing, and implementing strategies to enhance operational efficiency, reduce costs, and improve overall business processes. Initiate & oversee Customer Support Continuous Improvement projects, including defining scope, timelines, and delivery. They will work closely with stakeholders to identify inefficiencies, implement best practices, and drive continuous improvement initiatives across the organization.

Job Specification-Roles & Responsibilities :

Drive continual improvement that guides AMCS to improving the customer experience.

Investigating, analysing, and documenting the current state of business processes.

Leveraging Lean Six Sigma tools and methodology as applicable.

Drive improvements to existing processes and identifying areas of non-value waste.

Owner of Global process standardisation and optimisation.

Identify problem customer trends and initiate remediation plans.

Initiate & oversee Continuous Improvement projects, including defining scope, timelines, and delivery.

Once process improvements have been identified ensure they are rolled out globally and followed consistently.

Improvement focus will include streamlining our ServiceDesk system of record, to provide insights into improving processes, usage & training.

Candidate Profile :

Degree in Business Administration, Operations Management, Industrial Engineering, or a related field.

Certifications in Lean, Six Sigma (Green Belt or higher), or other process improvement methodologies are a plus.

Proactive, positive, self-starter with a passion for continually improving the processes around you.

Ability to work independently as well as within a team environment.

Excellent oral and written communication skills with both technical and non-technical audiences.

Possess interpersonal skills, successful at developing and managing relationships at all organisational levels, both internally and externally.

Proven track record of successfully leading process improvement initiatives.

Experience in the SaaS Operations an advantage.

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