Manager, ERP Application Support – Distribution

🕒 October 21

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

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Acumatica

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🏭 Manufacturing

💼 Consulting

📦 Logistics

💰 $25M Series C on 2018-06

Manufacturing • Consulting • Logistics

Acumatica is a leading provider of cloud-based Enterprise Resource Planning (ERP) software, offering a comprehensive suite of business management applications. Their platform is designed to help midmarket companies streamline operations and improve efficiency through integrated solutions for financial management, construction, distribution, manufacturing, and retail management. Known for its exceptional usability and flexible licensing options, Acumatica provides tools that empower collaboration, automation, and real-time insights across multiple business departments. Their solutions are industry-focused, helping companies connect and manage every aspect of their business in the cloud, enabling growth and innovation through modern, cross-module workflows.

📋 Description

• Lead, coach, and develop a team of Application Support Engineers • Oversee day-to-day support operations, including case assignment, workload balancing, escalation management, and resource planning • Ensure team coverage meets incoming support demand and service-level commitments • Conduct one-on-one meetings, performance reviews, and career development discussions • Identify training and development needs and provide coaching, mentoring, and learning opportunities • Foster a positive, collaborative, and customer-focused team culture • Interview, hire, onboard, and retain high-performing support professionals • Provide advanced technical support to Acumatica customers and partners, handling complex and high-priority cases • Serve as an escalation point for challenging technical issues and ambiguous situations • Coordinate with Engineering, Product Management, Documentation, and other cross-functional teams to resolve customer issues • Ensure support cases meet established SLAs and customer satisfaction objectives • Maintain expertise in Acumatica products and related technologies • Analyze support processes and recommend operational enhancements • Monitor team performance metrics and implement actions to improve efficiency, quality, and customer outcomes • Promote best practices in case management, troubleshooting, knowledge sharing, and customer communication • Collaborate with leadership and cross-functional stakeholders to improve product quality and customer experience • Perform additional duties and special projects as assigned

🎯 Requirements

• Bachelor's degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or a related field • 5+ years of experience supporting, implementing, or consulting on ERP or enterprise business software solutions such as Acumatica, Odoo, SAP, or NetSuite within Manufacturing, Supply Chain, or Distribution industries • 3+ years of people management experience leading technical support, customer success, consulting, or related teams • Strong analytical, troubleshooting, and problem-solving skills • Ability to prioritize competing demands and make sound decisions in a fast-paced environment • Excellent verbal and written communication skills • Leadership, coaching, mentoring, and conflict-resolution capabilities • Ability to work effectively independently and collaboratively across departments • Experience with Acumatica ERP preferred • Knowledge of ERP business processes, accounting principles, and operational workflows preferred • Understanding of software development lifecycle and software support processes preferred • Experience working with distributed or global support organizations preferred • Positive, customer-centric attitude with a commitment to continuous improvement preferred

🏖️ Benefits

• Work/life balance • Exceptional professional and financial growth potential • Flexible deployment options mentioned as part of the company’s product offering

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