Fms- Forestry Support Specialist

Forestry Support Specialist
The Position
The Product
Just like the FMS product, our FMS team is growing, and we are looking for detail oriented, high-performing people to join us and help solve problems in the forest management software space.
The Company
Silvacom FMS is a product of Silvacom, an award-winning company and one of Canada’s Top Small & Medium Employers and Alberta’s Top 75 Employers. At Silvacom, Corporate Social Responsibility is a part of our company fabric. We are socially accountable, to ourselves, our stakeholders, and the public.
We like to work-hard, play-hard and enjoy fantastic company events like:

- Video Game Night
- Bacon Breakfast
- Family Picnic
- Awards Night
- Public Skating
- Escape Room Events
- Pizza Day
- K-100 Relay Race
- Halloween Party
- Chili Cook Off
- Christmas Gift Exchange

**We also offer**:

- Medical/vision/dental benefits
- Flexible Spending Account (FSA)
- Company sponsored RRSP plan
- Fresh snacks and Starbucks coffee

**Who you are**:
You are highly personable, have strong communication skills and have forest management experience working in the forestry industry in western Canada. When a customer communicates an issue or work-request, you can obtain an understanding of the priority and convey relevant details to the technical requirements gathering team. You are organized and able to schedule development items into releases, by balancing the priorities of multiple clients. You’re driven to ensure that clients long and short-term needs are met so they can leverage the power of Silvacom FMS for their day-to-day forest management needs. You enjoy touching base regularly to build client relationships and have a consistent understanding of client needs. If a customer needs help, you’re responsive and can follow up quickly. You like to take ownership of whatever you work on and would thrive in a collaborative environment focused on growing a SaaS to the next level.
**What you will do**:

- Meet regularly with our forestry clients to prioritize software development requests from their planning, silviculture, and operations departments.
- Participate in sprint planning and backlog grooming based on client-defined priorities
- Manage client expectations on timelines and feasibility of asks
- Serve as a liaison between clients, developers, and the rest of the support team to ensure clear communication and alignment on priorities
- Confidently learn about Silvacom FMS, workflows, and use cases as the product evolves
- Engage in customer onboarding activities and check-ins with clients
- Manage and respond to support requests to ensure the most efficient and effortless experience for our clients
- Review and follow-up on customer feedback
- Triage and task definition when required for customer success
- Proficiency with customer or client interactions and relationships; ability to manage client expectations in terms of timelines and release schedules
- Experience managing projects in forestry or related fields
- Knowledge of business and regulatory requirements for forest management in western Canada;
- Eligible to become a registered professional forester (RPF) or registered professional forest technician (RPFT)
- Understanding of cloud-based technology/a basic understanding of software development principles
- The ability to effectively influence and communicate cross-functionally
- Excellent written and verbal communication skills
- Superior customer service skills with the ability to identify customers' emotional and rational needs and respond with empathy, authenticity, and efficiency
- High attention to detail and an ability to point out inconsistencies in processes
- Strong work ethic, drive, and sense of team
- Agility and flexibility in what is being asked of you and a willingness to adapt.

Required Experience
- An undergraduate degree in Forestry, Environmental Science, Natural Resource Management diploma or equivalent experience and training;
- 2+ years’ experience in the forestry or natural resource management industry (preferred);

Seem like a good fit?
Please submit your resume with a cover letter in MS Word or PDF format to Also, please indicate where you saw our ad listing. If applying, please view our privacy policy. We thank all applicants for their interest; however, only those selected for interview will be contacted. No phone calls, please.