General information

Office (s)
Monterrey, NL
Date Published
Wednesday, May 4, 2022
Job ID
Global Support

Description & Requirements

About us:

We provide flexible, industry‐specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers. More than 40 years of experience with our customers’ unique operational requirements are built into every solution―in the cloud, hosted, or on premises. With this deep understanding of our customers industries, Epicor solutions manage complexity, increase efficiency, and free up resources to enable our customers to focus on growth.

Role Summary/Purpose:

The Manager, Customer Support is responsible for managing a support team to provide appropriate and timely solutions to customers. Provides recommendations for support strategy and improvement of overall customer satisfaction.

Duties & Responsibilities

− Leads a team of support specialists to provide appropriate and timely solutions to customers.

− Diagnoses issues, identifies root cause and implements solutions.

− Works with other support leaders to resolve complex issues.

− Oversees company policies and best practices are applied while giving support to the customers.

− Ensures the team is properly trained in company products, tools and constantly learning about updates.

− Serves as a resource for solutions to complex issues.

− Responsible for accuracy in the department's knowledge base articles and FAQ's.

− Collaborates with sales, marketing and other areas to support customer needs.

− Participates in user meetings, group conferences, etc. to learn about industry trends and common customer issues to recommend innovative support strategies:

− Builds strong relationships with customers to provide overall customer satisfaction and brand loyalty.

Knowledge, Skills & Abilities

− Coaching and mentoring skills to lead a team

− Ability to consult, lead and deliver complex operational projects involving multiple stakeholders

− Strong knowledge of testing processes and methodologies; strong technical skills

− Experience working with CRMs and/or issue management tool


− 5+ years applicable experience and demonstrated success/knowledge

− 3+ years managing and developing employees

− 3+ years of specialized/industry experience

− Bachelor’s degree (or equivalent experience)

Why you should click apply:

 With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will have all new opportunities for internal mobility, to develop and sharpen skills, and to work interdepartmentally on a global level.