Forestry Support Specialist
The Position
We are looking for a Forestry Support Specialist for our SaaS platform, Silvacom FMS™ (www.silvacomfms.com) - the most comprehensive cloud-based forest management software in the world. Working closely with our team of developers, designers, product managers, and support representatives, you will regularly communicate with clients to understand their current and long-term priorities. Your insights will play a key role in shaping our software release planning. Drawing on your forestry expertise, you’ll provide strategic guidance, deliver value-added services, and support our growing customer base as we continue to expand and scale our platform.
The Product
Silvacom FMS (www.silvacomfms.com) is an Esri-based geospatial software solution that offers sophisticated, powerful and easy-to-use workflows. Created in 2003, Silvacom FMS is an integrated system of geospatial cloud-based forest management applications that empower forestry companies to plan harvesting activities, track operations, manage silviculture, generate georeferenced maps and much, much more. Silvacom FMS is a SaaS product of Silvacom (www.silvacom.com).
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
Provide subject matter expertise guidance to our forestry clients
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
The Ideal Candidate
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);
Proficient user of MS Office applications.
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.
