Solutions Support Manager

NFI Industries   •  

Chino, CA

Industry: Transportation

  •  

8 - 10 years

Posted 65 days ago

This job is no longer available.

The Solutions Support Manager will lead a team of Solution/Application Support analysts to support users with complex enterprise application related problems. The individual resolves application problems in a call center/service desk environment. The manager uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on company enterprise applications. This role reports to Director of Implementation Services.

Responsibilities:

  • Manage a support team of Solution Support Specialist. Performance reviews, goal setting and oversee day to day operations of the team.
  • Lead distribution support team which supports a 3,000 user / 7,200 employee environment
  • Develop advanced knowledge of the WMS applications to define and oversee the enhancements of solutions for existing customers.
  • Lead demand projects and oversee the team on the solution delivery process of discovery, solutions design, solution build out, implementation, and support. Utilize project management methodologies and the resources of the team.
  • Manage day-to-day team activities, support queues, and resolve any conflicts among team members
  • Establishes oncall rotation and procedures for team members. Is point of contact for escalation for after-hours code red issues for Distribution.
  • Lead the team with urgency to delivery outstanding quality for NFI customers. Continuously find ways to improve processes, execution and delivery.
  • Responsible for project work and delegating projects to the members on the staff
  • Provides technical support to users for complex business-related technical problems
  • Oversees follow-ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe
  • Manages support vendors performance and relationship.
  • Interacts with business operations and leadership, business analysts, IT services, engineering, integration and/or applications development to restore service and/or identify and correct core problems
  • Logs and tracks inquiries using an incident management system; maintains history of records and related problem documentation
  • Responsible for performing yearly performance reviews for the Solution Support staff
  • Provides daily, monthly, quarterly, and annual metrics
  • Develops and continually updates training material for new and existing support staff
  • NFI-IT is 24/7/365. Support Manager need to be available at all time.

Experience, Education, and Training

  • Bachelor's degree or equivalent combination of education and experience
  • 7 – 10 years working experience in the IT field and 3 – 5 years of management experience
  • 7 – 10 years of working in application support area for a major company or organization, especially with Distribution applications
  • Strong experience with Distribution enterprise technologies (Manhattan, Infor, Softeon)
  • Experience with LANDESK or other incident management systems or ITSM tools
  • Experience in a leadership type role, helping and mentoring other employees
  • Current hands-on experience in handling phone-based support activities for 1,000+ user base
  • Excellent communication and interpersonal skills
  • Excellent client service skills in a demanding, deadline-driven environment
  • Experience working with company applications, development policies, and procedures
  • Experience working with company software and hardware products and related business issues that may impact overall business plans
  • Experience working with Microsoft operating systems, HP/Dell hardware and desktop and enterprise based software