Full-Time Manager, ERP Support Escalations

Manager, ERP Support Escalations

Overview: Senior leadership role managing a high-performing team of ERP support engineers. Focuses on delivering exceptional customer experiences and operational excellence, fostering a customer-centric culture, driving team performance, and resolving complex customer challenges. Manages team operations, including case management, escalation handling, and process improvement. Acts as a liaison between the support team and cross-functional departments (Product Management, Engineering, Sales).

Responsibilities:

• Leadership & Team Management: Provides leadership, mentorship, and coaching to support engineers. Sets team goals, conducts reviews, develops individual development plans, ensures team has necessary tools, training, and resources to meet customer needs.
• Escalation Management: Oversees escalated cases, adhering to escalation protocols and SLAs. Acts as an escalation point for high-priority customer issues, working closely with cross-functional teams for timely resolutions. Proactively monitors escalations to identify patterns and develop strategies to minimize future occurrences.
• Operational Excellence: Evaluates and refines support workflows, case triage, and escalation processes to enhance efficiency. Develops and implements operational metrics (KPIs) to measure team performance, identify improvement opportunities. Ensures consistent global support coverage.
• Performance Tracking: Monitors team performance metrics (e.g., response times, backlog counts, escalations), analyzes trends, generates reports. Conducts quarterly strategic reviews to assess team performance and align goals.
• Resource & Capacity Management: Develops staffing and scheduling plans, including shift rotations and flexibility for changing demand. Optimizes resource allocation to balance workload. Adjusts headcount or allocates resources based on workload and priorities.
• Collaboration & Cross-Functional Engagement: Partners with Product Management, Engineering, Sales, and Customer Success to address systemic issues, advocate for product enhancements, understand customer requirements, and deliver tailored support strategies.
• Customer-Centric Focus: Fosters a customer-first mindset; ensures all interactions prioritize responsiveness, transparency, and high-quality solutions. Actively engages with customers, addresses concerns, and builds trust.
• Customer-Centric Operations: Communicates effectively with customers during escalations, provides clear updates, manages expectations, and maintains transparency.

Qualifications:

• Bachelor’s Degree in IT, Business Admin or related field or equivalent experience.
• 10+ years in technical support, with 5+ years in a leadership/managerial role in a global support environment.
• Strong experience in escalation handling, process optimization, and customer engagement.
• Familiarity with ERP systems (e.g., QAD, SAP, Oracle ERP, Dynamics 365).
• Strong leadership, communication, and customer focus skills.

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