Manager, ERP Application Support (Distribution)

About This Opportunity

We are representing a confidential ERP software organization in their search for a Manager, ERP Application Support specializing in Distribution. This leadership role reports to the Director of Application Support and combines hands-on technical work (approximately 30% of your time) with people management responsibilities. You'll lead a team of Support Engineers while remaining deeply involved in resolving complex customer issues.

The ideal candidate brings strong leadership capabilities, technical ERP expertise, and a track record of driving team performance in fast-paced support environments.

Responsibilities

Team Leadership & Operations

• Lead, coach, and develop a team of Application Support Engineers to achieve high performance and customer satisfaction
• Oversee daily support operations including case assignment, workload balancing, escalation management, and resource planning
• Ensure adequate coverage to meet service-level commitments and incoming demand
• Conduct regular one-on-one meetings, performance reviews, and career development discussions
• Identify training needs and provide coaching, mentoring, and learning opportunities
• Build a positive, collaborative, customer-focused team culture
• Manage hiring, onboarding, and retention of support professionals

Technical Support & Escalation Management

• Provide advanced technical support for complex and high-priority cases (30% of role)
• Serve as escalation point for challenging technical issues and ambiguous situations
• Coordinate with Engineering, Product Management, Documentation, and cross-functional teams to resolve customer issues
• Ensure cases are managed according to SLAs and customer satisfaction objectives
• Maintain expertise in ERP products and related technologies

Process Improvement & Collaboration

• Analyze support processes and recommend operational enhancements
• Monitor team performance metrics and implement improvements in efficiency, quality, and outcomes
• Promote best practices in case management, troubleshooting, knowledge sharing, and customer communication
• Collaborate with leadership and stakeholders to improve product quality and customer experience

What We're Looking For

Required Qualifications:

• Bachelor's degree in Information Technology, Management Information Systems, Business Administration, Computer Science, or related field
• 5+ years of experience supporting, implementing, or consulting on ERP or enterprise business software solutions 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
• Demonstrated ability to prioritize competing demands and make sound decisions in fast-paced environments
• Excellent verbal and written communication skills
• Proven leadership, coaching, mentoring, and conflict-resolution capabilities
• Ability to work effectively both independently and collaboratively across departments

Preferred Qualifications:

• Knowledge of ERP business processes, accounting principles, and operational workflows
• Understanding of software development lifecycle (SDLC) and software support processes
• Experience working with distributed or global support organizations
• Customer-centric attitude with commitment to continuous improvement

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening to understand your background and career goals. If there's a strong match, we will submit your candidacy to our client for consideration. Please do not contact the client directly, as all communication regarding this opportunity should go through Get A Job.ai to ensure a coordinated and professional process.

Pay

Compensation details will be discussed during the screening process based on your experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.