INTERVIEW – EDGAR SVAZAS, PRODUCT SUPPORT SPECIALIST

With so many different roles at Netcare International we thought we’d show you exactly what some of our team are doing. We catch up with Edgar Svazas, one of our Product Support Specialists, who is doing some great work with Vestas Wind Energy to improve the way they use SAP DMS.

Q. HI EDGAR, GOOD TO MEET YOU AND TALK ABOUT THE WORK YOU ARE DOING WITH VESTAS WIND ENERGY, COULD YOU JUST TELL US A LITTLE ABOUT YOUR JOB ROLE AT NETCARE INTERNATIONAL?

Hi, yes I have been with Netcare International for just over a year primarily recruited to provide product support both in-house and externally to our clients. At present I am heavily involved with the education and support for SAP DMS users particularly at Vestas Wind Energy.

Q. WHY THE NEED FOR EXTERNAL SUPPORT?
Vestas are a large multi-national company with over 16000 staff spread around the world and with no formal training or defined methodologies surrounding SAP DMS, techniques and practices differ across different departments and individuals.

Over the years bad practices develop and these are just continuously passed down to new employees. The result of this is inefficiencies in daily operations and interaction between departments. With no formal training in place through videos or Vestas specific user manuals people are left to work things out for themselves leading to a whole range of different solutions to common problems.

It was interesting when we got feedback, as we developed our training manuals which describes the techniques Vestas use, that often different document controllers would say they didn’t know these methods and had completely different techniques to each other.

Q. SO WHY DID THEY ASK NETCARE FOR HELP ?
Netcare have been developing software solutions to tackle issues with SAP DMS for a number of years and therefore we have the expertise to be able to impart our knowledge to users who have had no training or have just an enormous manual to try and work their way through.

We already provide technical support to SAP DMS users at Vestas and it was through this support, and the fact the same questions were cropping up all the time, that it became apparent that people really didn’t know how to use the software efficiently.

Netcare are also supplying a software solution to replace easyDMS called ‘The Elephant’ and so it is crucial that users understand the principles and functionalities of SAP DMS in preparation for this.

Q. HOW IS THE TRAINING DELIVERED?
At the moment we provide an extended session to a different group of users once a month, although the feedback we have is that they would like to do this more frequently to get even more people trained up.

We offer a structured part to the training and also a less formal Question and Answer session where users can bring their own DMS problems to the table and hopefully we can give them answers straight away.

We aren’t superhuman, although we are close, so sometimes we will revert back with the answers after the course. This is great for building up a database of problems and solutions which can be used as a great reference in the future for Vestas staff.

We continually assess as we go and ensure no one gets left behind.

Q. WHAT DO YOU MOST ENJOY ABOUT THE ROLE?
One of the most rewarding features of the training to such diverse groups of people is that new problems surface that we haven’t ever had to deal with and it is up to our training team to solve these and provide solutions back to the client. So as well as the employers we are learning on the job too which keeps it exciting.

Q. AND WE SHOULD ASK WHAT DO YOU LEAST ENJOY ABOUT THE ROLE?
If I’m honest the constant need to update the training manuals can be a little tiring BUT it is only because we are all learning as we go so at the end of the day it is a good thing.

It’s often the admin side that is least enjoyable and we feel your pain but we are sure it is worth it in the end.Thanks for your time Edgar, we appreciate finding out about your work with Vestas and wish you continued success.

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