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Manager, ERP Application Support (Distribution)

acumatica

Remote, CAN

Full-time

Remote

Discovered 2 weeks ago

ERP application supportAcumatica ERPOdooSAPNetSuiteTechnical support escalation

Free

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Key skills for this role

ERP application supportAcumatica ERPOdoo

Manage the ERP Application Support function while providing advanced technical support to Acumatica customers and partners.

Dedicate approximately 30% of the role to advanced technical support and lead a team of Support Engineers.

Report directly to the Director of Application Support.

Lead, coach, and develop Application Support Engineers to achieve strong performance, quality, and customer satisfaction.
Oversee case assignment, workload balancing, escalation management, resource planning, and team coverage.
Conduct one-on-one meetings, performance reviews, and career development discussions.
Identify training needs and provide coaching, mentoring, and learning opportunities.
Interview, hire, onboard, and retain high-performing support professionals.

Handle complex and high-priority technical cases from Acumatica customers and partners.
Serve as an escalation point for challenging technical issues and ambiguous situations.
Coordinate issue resolution with Engineering, Product Management, Documentation, and other cross-functional teams.
Manage cases according to established service-level agreements and customer satisfaction objectives.

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