Manager, ERP Application Support (Distribution)
Hybrid · Montréal, Quebec, Canada
Job Summary
Lead a team of Application Support Engineers to deliver advanced technical ERP product support for Acumatica customers and partners. Oversee day-to-day support operations, manage case assignment and SLAs, coordinate with Engineering, Product Management, Documentation, and cross-functional teams for timely resolutions, and drive customer satisfaction. Responsibilities include coaching and developing staff, conducting performance reviews, identifying training needs, hiring and onboarding, and promoting best practices in incident management, knowledge sharing, and cross-team collaboration. Requirements include a Bachelor’s degree and 5+ years in ERP/enterprise software support with 3+ years of people management, plus strong leadership, communication, and problem-solving capabilities.
Required Qualifications
- 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 software solutions like 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
- Excellent verbal and written communication skills
- Proven leadership, coaching, mentoring, and conflict-resolution capabilities
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