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Manager, ERP Application Support (Distribution)
acumatica
Remote, CAN
Full-time
Remote
Discovered 1 weeks ago
ERP application supportAcumatica ERPOdooSAPNetSuitePeople management
Free
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ERP application supportAcumatica ERPOdoo
Role Overview
The Manager, ERP Application Support leads the Acumatica Application Support function for distribution-related customers and partners.
The role combines approximately 30% advanced technical support with people leadership and support operations management.
The position reports to the Director of Application Support.
Key Skills for This Role
ERP application supportAcumatica ERPOdooSAPNetSuitePeople management
Full Job Posting
Role Overview
The Manager, ERP Application Support leads the Acumatica Application Support function for distribution-related customers and partners.
The role combines approximately 30% advanced technical support with people leadership and support operations management.
The position reports to the Director of Application Support.
Team Leadership and Operations
- Lead, coach, and develop Application Support Engineers.
- Oversee case assignment, workload balancing, escalation management, resource planning, and team coverage.
- Conduct one-on-ones, performance reviews, and career development discussions.
- Identify training needs and support coaching, mentoring, and learning opportunities.
- Interview, hire, onboard, and retain high-performing support professionals.
- Foster a collaborative, customer-focused team culture.
Technical Support and Escalations
- Provide advanced technical support for complex and high-priority 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 teams.
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