Manager, ERP Application Support – Distribution

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Lead, mentor, and nurture a team of Application Support Engineers to achieve exceptional levels of performance, quality, and customer satisfaction.

• Supervise daily support operations, which include case assignments, workload distribution, escalation management, and resource allocation.

• Deliver advanced technical support to Acumatica customers and partners, addressing complex and high-priority cases.

• Act as an escalation point for intricate technical challenges and ambiguous scenarios.

• Facilitate timely and efficient resolution of customer issues by collaborating with Engineering, Product Management, Documentation, and other cross-functional teams.

• Evaluate support processes, identify areas for improvement, and propose operational enhancements to support leadership.

⛳️ Requirements

• Bachelor's degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or a related discipline.

• Over 5 years of experience in supporting, implementing, or consulting on ERP or enterprise business software solutions such as Acumatica, Odoo, SAP, or NetSuite within the Manufacturing, Supply Chain, or Distribution sectors.

• More than 3 years of experience in people management, leading technical support, customer success, consulting, or similar teams.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Proven track record of prioritizing competing demands and making informed decisions in a dynamic environment.

• Excellent verbal and written communication skills.

• Established leadership, coaching, mentoring, and conflict-resolution skills.

• Ability to work efficiently both independently and in collaboration with other departments.

🏝️ Benefits

• Healthcare benefits (medical, dental, and vision insurance for you and your dependents)

• Employer-paid Short-term/Long-term Disability and Basic life insurance

• 401(k) plan with company matching

• Paid Time Off (PTO)