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Job ID 18000643 Date posted Apr. 07, 2018 Monterrey, Nuevo León HR and Administration

Job Title: Administration Support Specialist

Requisition Number: 18000643

Location(s): Monterrey, Mexico

Company Overview

Epicor is one of the world’s leading software companies, with more than 20,000 customers in over 150 countries using our products to effectively and efficiently automate and streamline their essential business functions. With industry specific solutions for the manufacturing, distribution, retail and service industries, Epicor products allow our customers to focus on core, revenue generating activities. Epicor is privately owned by KKR & Co. and produces approximately $900M in annual revenue with around 4,000 employees.

Role Summary/Purpose:

This role provides support for the PS Management team to enable the managers and resources to concentrate on revenue generation activities. The ideal candidate will interface with both our external customers and internal managers and resources to keep a steady flow to our processes and programs. Processing of inquiries related to sales and finance, order production, project creation and processing help to keep the business on track and progressive.

Essential Responsibilities:

  • E4SE, Iapps Admin (professional services automation and project tracking tools)
    • Assigns PM’s to add-on projects
    • Creates implementations
    • Creates RMO (Resource Management Office) requests
    • Creates Consulting Tracker requests as needed
    • Add notes and documents from sales team to implementation
    • Assists with Timesheets reporting
    • Assists with educating new hires on use of tool
    • Assists with scheduling and booking appointments/ resource assignments
    • Assists the RMO (Resource Management Office) as needed
    • Assists with Model number enablement process and tracking
    • Communicates with consulting operations team regarding creation of projects, billing schedules, etc.
    • Submits requests for credit memos, FOC projects
  • Training points tracker
    • Adds web training points
    • Contacts and assist customer with web training registrations when needed
    • Web conference center mailbox admin
      • Troubleshoots access to web training
      • Expedite requests of software shipments
      • Training inquiries
      • New release software inquiries once training are completed.
  • Survey Processes
    • Compiles data for surveys sent
    • Compiles NPS stats per individual
    • Updates NPS spreadsheet monthly
    • Forwards & follows Retail and Distribution surveys to appropriate managers
  • Sales Inquiries
    • Handles inquiries for open hours and training backlog
    • Communicates with sales team on outstanding time available
    • Assists sales in getting work scheduled (primarily consulting work)
  • PS Manager Admin
    • Compiles and tracks data as needed
      • Anything from time reports to backlog reports to tracking completion of tasks for our teams
    • Posts documentation to EPICnet for team
    • Maintains and updates the implementation Go Live slotting calendar
    • Handles billing issues research and audits
    • Assist with managing unbilled charges to be billed on time
  • 3rd party implementation coordination
    • Coordinates Time Clock implementation
    • Handles issues/ inquiries for Total Rental with Market line partner
  • Update Emerging business customers TOD agendas
  • Phoenix partner
    • Updates SharePoint site with Phoenix invoices
  • Create and submit monthly commission report for Scott and Darla
    • Run report from salesforce.com
    • Create report from SFDC info and orders shipped report

Qualifications/Requirements:

  • Microsoft Office proficiency required
  • Excel experience including use and creation of Pivot tables of data
  • Use of multiple communication tools, including Outlook, Skype and others as needed
  • Familiarity with SharePoint sites a plus
  • Well spoken & written English language skills are required

Desired Characteristics:

  • Detail orientation and accuracy skills for data and processes
  • Ability to adapt to changing priorities
  • Self-motivated and starter
  • Ability to work alone with timely and productive outcomes
  • Professional and Customer Centric

Epicor Software Corporation is proud to be an equal opportunity/affirmative action employer.


Primary location: Monterrey Nuevo Leon Mexico
Administration Support Specialist

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