ERP Support Specialist – Tier I

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November 14

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Emco Corporation: Plumbing, HVAC, Waterworks, Industrial, Irrigation, Fire Protection

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HVAC • Plumbing • Fire Protection

Emco Corporation is a leading provider specializing in Plumbing, HVAC-R (Heating, Ventilation, Air Conditioning, and Refrigeration), Waterworks, Industrial, Irrigation, and Fire Protection solutions. With over 275 locations, Emco Corporation is dedicated to delivering exceptional service and products to homeowners and professionals alike. They offer a wide range of commercial HVAC systems tailored to specific needs, alongside a commitment to on-time delivery and excellent customer service.

1001 - 5000 employees

Founded 1906

📋 Description

• Providing ongoing ERP platform functional and technical support for teammates • Intake of teammate support inquiries • Logging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platform • Communicate with ticket submitters to ensure issues are understood • Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution • Day to day monitoring, tracking and coordination of service desk incidents • Prioritization and resolution of support inquiries per the established support service levels • Strive for first call resolution • Attain deep knowledge in functionality of ERP platform modules and integrated applications • Understand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processes • Continually develop ERP platform functional and technical support skills • Perform other related activities, as necessary or as assigned.

🎯 Requirements

• Diploma or degree in an Information Technology, Systems or Business, related discipline • Minimum 2 years experience working in an application support or business analyst role • Experience and comfort working with business software systems an asset • Experience working within and managing issues and incidents within an ITSM platform • Previous customer service desk experience an asset • Working in a power user or application support role for an ERP or CRM system an asset • Experience with the Infor M3 ERP platform an asset • Bilingual (French and English) is an asset • Previous ERP experience is an asset

🏖️ Benefits

• Professional development opportunities • Flexible working hours