Hosted by Chandra Wobschall and Paul Houtkooper

Welcome, JDE enthusiasts, to another exciting episode from The JDE Connection with your hosts, Chandra Wobschall and Paul Houtkooper. This week we finally put a last name to the face—or rather, the voice—of Jon Green. Jon G, as everyone calls him, including his kids, recently ascended to a leadership role within the JD Edwards development organization, steering the helm of product management. With a rich background that stretches from Austin, Texas, to the corridors of Vanderbilt University, this multi-lingual talented professional brings a trove of experience and a sprinkle of Texan charm to his new role.

In our chat, he reflects on the interactions with customers that have shaped his approach to leadership. Jon’s philosophy? The customer might not always be right, but they are never wrong—a nuanced take that underscores his commitment to constructive engagement and solution-driven leadership.

Lessons from the Support Desk: Empathy and Engagement

Diving into the nuances of customer support, Jon shared his perspective about the art of handling support requests. According to him, context is king. Understanding what has changed, not just the symptoms, can dramatically streamline the resolution process. This nugget of advice isn’t just for the support desk; it’s a universal approach to facilitating issue resolution in any troubleshooting environment.

A Glimpse into the Fun Side: Jon’s Humorous Anecdotes

Amid the technical talk and leadership lessons, Jon brought the laughs with a story from his days in support. Imagine being on a call with a CIO who, in the heat of a stressful moment, vents her frustration colorfully, only to apologize moments later, revealing it was all part of a strategy to manage her team’s expectations. This candid exchange showcased the less prominent humorous side of customer relations.

Looking Ahead: Innovation and the Roadmap

As Jon steps into his role in product management, he’s poised to influence JD Edwards’ strategic direction. He’s excited about the potential to implement enhancements that resonate with the community, ensuring the software not only meets current demands but also anticipates future needs. His vision? A product that evolves continuously, nurtured by the vibrant ecosystem of users, developers, and stakeholders within the JD Edwards community.

Wrapping Up: Pop, Soda, or Coke?

We wrap this episode with a bubbly debate over how to properly refer to a carbonated beverage. We hope you found this episode as enjoyable as we did. Stay tuned for more insights, stories, and, of course, a good dose of humor from The JDE Connection. Until next time, keep learning, sharing, and laughing together!

Toodles!

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Join JD Edwards peers, Oracle product teams, Business Analysts, IT leaders, Tech power users and others for insights, innovation and community at the JD Edwards Forum at BLUEPRINT 4D May 7-10, 2024! Featuring an expanded program, The JD Edwards Forum at BLUEPRINT 4D is designed to help JD Edwards customers prepare their organizations, their teams, their tools and technology, and their strategies – for the future. This year’s event is a great chance to meet the JD Edwards product teams in person, make connections with innovative solutions providers and build your network with other JD Edwards customers. Register now!