ERP & IT Support Technician | Manufacturing ERP (NetSuite, SAP B1, or Sage a +) + Windows/M365 Help Desk | onsite with travel

KORE1; Leominster (MA); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

KORE1 is recruiting an ERP & IT Support Technician for manufacturing operations in Leominster, MA and a cross-border Montreal-area site. The role combines ERP support (NetSuite/SAP B1/Sage) with Windows/M365 help desk, and requires travel ~25% to Canada.

You will handle high-volume tickets, coordinate with MSP and implementation partners, and help stabilize post-go-live ERP integration. Onsite work five days per week with occasional trips, and close collaboration with Finance, Operations, and IT

Qualifications

• 3–5+ years of hands-on ERP/IT support experience in manufacturing.
• Experience migrating or supporting ERP systems (NetSuite, SAP B1, Sage).
• Familiar with ERP processes across manufacturing, inventory, purchasing, and supply chain.

Responsabilités

• Serve as the primary internal contact for NetSuite and other ERP support requests.
• Receive, prioritize, troubleshoot, document, and escalate ERP tickets.
• Investigate ERP and IT issues across manufacturing, warehouse, and office settings.
• Support ERP processes in manufacturing, production, inventory, and purchasing.
• Coordinate with MSP and ERP implementation partner for escalations.
• Develop ERP workflow documentation and SOPs.

Connaissances

ERP & IT support

Troubleshooting

Ticketing systems

Cross-functional collaboration

Windows & M365

Formation

Bachelor's degree in Information Technology, Information Systems, Business, Operations, or related field

Outils

NetSuite

SAP B1

Sage ERP

SharePoint

Microsoft 365

MSP coordination

Description du poste

ERP & IT Support Technician | Manufacturing ERP (NetSuite, SAP B1, or Sage a +) + Windows/M365 Help Desk | onsite with travel

Location: Leominster, Massachusetts

Travel: Approximately 25% / up to one week per month to the Montreal-area, Québec manufacturing facility; ability to travel to Canada required

Compensation: Depends on experience but is typically $90-120K.

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for an ERP & IT Support Technician.

Position Overview

Our client, a private-equity-backed North American manufacturer of consumer storage and organization products, is seeking a hands-on technical support professional to provide both ERP/business application support and day-to-day IT support across its manufacturing operations in Massachusetts and Québec.

The company is consolidating its SAP Business One and Sage ERP environments into Oracle NetSuite, with a planned January 7, 2027 go-live. NetSuite is already substantially configured, and the primary need is for someone who can manage a high volume of ERP and IT support tickets, troubleshoot user issues, resolve routine problems, and coordinate complex escalations with the company's external ERP implementation partner and managed service provider (MSP).

This individual will support manufacturing-floor, warehouse, and office employees, helping maintain reliable technology and business systems across both facilities. The position requires practical experience supporting both IT environments and ERP applications, including the manufacturing and business processes those systems support.

Beyond daily support and post-go-live stabilization, the role will contribute to system documentation, reporting, workflow improvements, and business application enhancements. There is potential for broader systems responsibilities as the organization evolves.

Key Responsibilities

ERP & Business Applications Support

• Serve as the primary internal point of contact for NetSuite and other business application support requests, including user questions, incidents, transaction errors, and enhancement requests.
• Receive, prioritize, troubleshoot, resolve, document, and escalate ERP support tickets, particularly during post-go-live stabilization.
• Investigate application errors, access problems, transaction issues, workflow disruptions, and data discrepancies to determine whether issues stem from user error, application functionality, configuration, or underlying technical problems.
• Provide hands-on support for ERP processes involving manufacturing, production, inventory, purchasing, warehousing, supply chain, sales orders, and related financial operations.
• Assist employees with ERP transactions and workflows, helping them understand and resolve issues affecting daily operations.
• Support NetSuite user training, adoption, and post-go-live stabilization in coordination with the external ERP implementation partner.
• Escalate complex ERP issues to the implementation partner, track their resolution, and communicate updates to affected users.
• Develop and maintain ERP workflow documentation, user guides, troubleshooting instructions, standard operating procedures (SOPs), and knowledge-base resources.
• Track business application tickets, recurring problems, resolution timelines, and enhancement requests to provide visibility into outstanding support needs.
• Support CRM applications, including user access, data integrity, troubleshooting, and coordination with business stakeholders.
• Partner with Finance, Operations, and other departments to identify incremental improvements to business systems and workflows.

IT Help Desk & Desktop Support

• Provide hands-on IT help desk and desktop support for employees across manufacturing, warehouse, and office environments.
• Receive, prioritize, troubleshoot, resolve, document, and elevate IT support tickets involving hardware, software, user access, and connectivity issues.
• Troubleshoot Windows workstations, laptops, Microsoft 365 applications, printers, scanners, and other common end-user technology.
• Support Microsoft 365 administration, including user access, group management, and related administrative functions.
• Administer and support SharePoint, including document management, permissions, site governance, and collaboration functionality.
• Assist with employee onboarding and offboarding, workstation setup, equipment provisioning, and application access in coordination with the MSP.
• Provide practical technical assistance to employees with varying levels of technical proficiency.
• Develop and maintain IT troubleshooting procedures, support documentation, SOPs, and system access procedures.
• Identify recurring IT issues and opportunities to improve support processes, system reliability, and user experience.
• Serve as the internal liaison between employees, the MSP, ERP implementation partner, and other external technology providers.
• Diagnose and triage technical and application issues to determine the appropriate resolution or escalation path.
• Coordinate with the MSP on endpoint provisioning, device maintenance, patch management, hardware procurement, network connectivity, and infrastructure-related support.
• Track incidents and escalations through the MSP's ticketing system, monitor outstanding requests, and follow through to resolution.
• Coordinate with the ERP implementation partner on complex application issues and incremental system enhancements.
• Support consistent IT and business application support across the Massachusetts and Québec facilities.
• Assist with technology changes, software deployments, and system improvements in coordination with external providers.
• Work with the MSP on support coverage and escalation needs; primary after-hours support is expected to remain with the MSP.

Reporting, Documentation & Process Improvement

• Partner with Finance, Operations, and other business teams to identify opportunities for incremental improvements to existing systems and processes.
• Support operational and financial reporting across ERP, CRM, and IT systems.
• Assist with reports and dashboards involving sales orders, inventory, purchasing, production, supply chain, and financial information.
• Investigate reporting discrepancies, data inconsistencies, and recurring manual workarounds.
• Support standard and ad hoc reporting using Excel, ERP reporting tools, and related business applications.
• Maintain workflow documentation, business process guides, and procedures that support consistent system usage.
• Assist with CRM data integrity, user management, and related business application improvements.
• Identify opportunities to streamline recurring administrative tasks and improve existing technology workflows.
• Collaborate with functional managers and external specialists on reporting enhancements, practical system improvements, and process consistency across both manufacturing facilities.

Required Qualifications

• Approximately 3-5+ years of hands-on experience providing both IT help desk/desktop support and ERP/business application support, or equivalent experience in a role combining these responsibilities.
• Experience supporting and troubleshooting ERP systems in a manufacturing environment, including resolving application issues, assisting users with transactions and workflows, and managing ERP support requests.
• Experience supporting ERP functionality related to manufacturing and business operations, including production, inventory management, purchasing, warehousing, supply chain, sales order management, and related financial processes.
• Hands-on IT support experience troubleshooting Windows-based environments, Microsoft 365, workstations, laptops, hardware, software, user access, and common connectivity issues.
• Experience managing both IT and business application support tickets, including troubleshooting, prioritization, documentation, resolution, and escalation.
• Ability to diagnose issues and distinguish between user errors, application problems, hardware or endpoint issues, and underlying connectivity or infrastructure problems.
• Experience coordinating support and escalations with external technology providers, such as MSPs, ERP vendors, or application support partners.
• Experience supporting business users across manufacturing, warehouse, and office environments.
• Strong troubleshooting, analytical, critical-thinking, and problem-solving skills.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly and provide effective support to employees with varying levels of technical experience.
• Experience maintaining support documentation, workflow procedures, user guides, or standard operating procedures.
• Strong organizational skills and the ability to manage competing priorities and a high volume of IT and ERP support requests.
• Self-directed, adaptable, and comfortable working independently while collaborating with internal business teams and external technical resources.
• Ability to work onsite five days per week in Leominster, Massachusetts, and travel approximately 25% to the company's Québec manufacturing facility.

Preferred Qualifications

• Experience supporting Oracle NetSuite, particularly in manufacturing, inventory, purchasing, supply chain, or order management.
• Experience with SAP Business One, Sage ERP, or other cloud-based ERP platforms.
• Experience supporting an ERP migration, go-live, or post-implementation stabilization.
• Experience with Microsoft 365 administration, SharePoint governance, and user access management.
• Experience supporting CRM applications, including user management and data integrity.
• Experience developing reports, dashboards, or operational analyses using advanced Excel, ERP reporting tools, NetSuite Saved Searches, SQL, or Power BI.
• Experience with manufacturing ERP functionality such as bills of materials (BOMs), material requirements planning (MRP), production orders, and inventory transactions.
• Experience supporting multiple manufacturing facilities or coordinating with external MSPs and ERP implementation consultants.
• Familiarity with barcode scanners, warehouse technology, shop-floor connectivity, EDI, or related manufacturing systems.
• Experience documenting business processes, identifying workflow improvements, or supporting incremental business application enhancements.
• Exposure to workflow automation or tools such as Power Automate.
• Bachelor's degree in Information Technology, Information Systems, Business, Finance, Operations, or a related field; equivalent practical experience considered.

The position is based onsite at the company's Leominster, Massachusetts manufacturing facility and involves regular interaction with manufacturing-floor, warehouse, and office personnel.

Travel to the company's Montreal-area manufacturing facility is anticipated at approximately one week per month (25%), depending on business needs.

Manufacturing operations run around the clock. Primary after-hours IT coverage is expected to remain with the MSP, although occasional escalation to the internal support contact may be necessary.

The immediate focus is hands-on ERP and IT support, particularly as the organization transitions to NetSuite. The position is not responsible for developing NetSuite customizations, leading the ERP implementation, or independently managing the company's network and server infrastructure.