ERP Application Support Manager - Distribution Leader

Acumatica, Inc.; Montreal (administrative region); Hybrid; CAD 90,000 - 115,000; Full time

Job summary

Acumatica, Inc. in Montreal, QC, seeks a Manager, ERP Application Support (Distribution) to lead a team of Application Support Engineers and deliver exceptional customer service.

You will blend technical expertise with people leadership, manage cases, and collaborate with Engineering and Product teams to improve product quality and support outcomes. The role requires 5+ years ERP experience in manufacturing, distribution, or supply chain, plus 3+ years of people management.

Qualifications

• Bachelor's degree in IT, MIS, Business Administration, Computer Science, or a related field.
• 5+ years ERP or enterprise software experience (Manufacturing, Supply Chain, or Distribution) including Acumatica, Odoo, SAP, or NetSuite.
• 3+ years of people management leading technical support or related teams.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize competing demands in a fast-paced environment.
• Excellent verbal and written communication skills.
• Proven leadership, coaching and conflict-resolution capabilities.
• Ability to work independently and across departments.

Responsibilities

• Lead, coach, and develop a team of Application Support Engineers to achieve high performance and customer satisfaction.
• Oversee day-to-day support operations, including case assignment, workload balancing, escalation management, and resource planning.
• Ensure adequate team coverage to meet incoming support demand and service-level commitments.
• Conduct regular one-on-one meetings, performance reviews, and career development discussions with team members.
• Identify training and development needs and provide coaching and learning opportunities.
• Foster a positive, collaborative, customer-focused team culture.
• Interview, hire, onboard, and retain high-performing support professionals.
• Provide advanced technical support to Acumatica customers and partners, handling complex cases.
• Coordinate with Engineering, Product Management, Documentation, and cross-functional teams to resolve issues.
• Ensure support cases align with SLAs and customer satisfaction goals.
• Continuously develop expertise in Acumatica products and related technologies.

Skills

ERP systems experience

People management

Analytical skills

Communication skills

Education

Bachelor's degree in IT / MIS / Business Admin / CS or related

Tools

Acumatica ERP

Job description

Acumatica, Inc. in Montreal, QC, seeks a Manager, ERP Application Support (Distribution) to lead a team of Application Support Engineers and deliver exceptional customer service.

You will blend technical expertise with people leadership, manage cases, and collaborate with Engineering and Product teams to improve product quality and support outcomes. The role requires 5+ years ERP experience in manufacturing, distribution, or supply chain, plus 3+ years of people management.