We are seeking a highly motivated Service Coordinator / Super User to support service operations while acting as the site expert for Microsoft Dynamics 365 (D365). This role combines customer service coordination, service administration, ERP system expertise, business process support, user training, and change management responsibilities.
The successful candidate will play a critical role in ensuring efficient service operations while driving the successful adoption, optimization, and continuous improvement of D365 across the Japan business. Acting as the primary liaison between business users, service teams, and regional D365 project teams, the individual will support system deployment, user training, troubleshooting, process improvements, and post-implementation support.
Super User Responsibilities
- Serve as the local Subject Matter Expert (SME) for Microsoft Dynamics 365.
- Support D365 implementation, deployment, testing, and business readiness activities.
- Assist with data validation, data mapping, process documentation, and user acceptance testing (UAT).
- Ensure business processes are aligned with D365 best practices and company standards.
- Provide first-line functional support and issue resolution for D365 users.
- Escalate system issues to regional or global support teams when required.
- Monitor user adoption and identify opportunities for process improvement.
Change Management & Training
- Act as a change champion to support successful adoption of D365 and new business processes.
- Deliver end-user training, workshops, and refresher sessions.
- Develop and maintain user guides, process documentation, and training materials.
- Support colleagues through system and process transitions.
- Drive continuous improvement initiatives and encourage best-practice utilization of D365.
Stakeholder & Project Support
- Collaborate with Service, Operations, Finance, Supply Chain, and Regional D365 teams.
- Provide regular updates on system issues, adoption progress, and improvement opportunities.
- Support project planning, deployment activities, and go-live readiness.
- Participate in regional and global D365 improvement initiatives.
- Remain actively engaged during post-implementation and Early Life Support phases.
- Bachelor's Degree in Engineering, Business, Information Systems, or related discipline.
- Minimum 5 years of experience in Service Operations, Service Coordination, Technical Support, or Engineering environments.
- Minimum 3 years of hands-on experience working with ERP systems, preferably Microsoft Dynamics 365.
- Experience supporting service management, field service, maintenance, or customer service functions.
- Understanding of business processes related to service operations, inventory, logistics, and warranty management.
- Experience participating in ERP implementations, upgrades, or digital transformation projects.
- Fluent Japanese and business-level English communication skills.