NetSuite ERP Support Team Lead

2 weeks ago

Singapore Avtel Holdings Pte. Ltd. Full time

The individual shall lead and oversee the support services provided to users of our group wide NetSuite ERP system (One World). Your primary focus will be ensuring timely and effective resolution of user issues, streamlining support processes, and providing guidance and leadership to the support team.

As NetSuite Support Manager, you will be responsible for ensuring that users across our group receive effective assistance with issues encountered while using the ERP system. This includes technical trouble shooting, answering questions about functionality, and providing guidance on best practices. Your efforts will play a crucial role in ensuring that users have a positive experience with the system and can maximise its value for their business functions.

The role requires strong organisational skills, as well as an in-depth understanding of ERP solutions. Ideally suited to a person with a blend of abilities including strong technical expertise, excellent communication skills, methodical working, loyalty, teamwork, and a commitment to delivering exceptional customer service.

Key Responsibilities include:

Manage Resources:

  • Lead and manage a team of in-house NetSuite support specialists and outsourced service providers.
  • Develop and maintain a high performing support team that is capable of providing excellent service and assistance to users.
  • Manages resources, tracks utilisation and resolves associated constraints to ensure service level criteria is met.

User Support:

  • Serve as the primary point of contact for users of the NetSuite platform, providing timely and effective assistance with system issues, questions, and requests.
  • Troubleshoot and resolve user-reported issues, escalating complex problems to higher levels of support as needed.

Support Procedures and Processes:

  • Introduction and implementation of all necessary support procedures, governance, and processes (and ongoing management of same).
  • Continuously evaluate and optimise support processes to improve efficiency and effectiveness.

Performance Monitoring:

  • Track key performance metrics, such as response times, resolution rates, and customer satisfaction scores, to evaluate the effectiveness of the support team and identify areas for improvement.
  • Provide regular reporting and analysis of support metrics to management and stakeholders.

Training & Documentation:

  • Develop and deliver training programs and resources to help users effectively navigate and utilise the NetSuite platform.
  • Create and maintain documentation, knowledge base articles, and FAQs to assist users in troubleshooting common issues and performing routine tasks.

Stakeholder Communication:

  • Communicate regularly with stakeholders across the business to gather feedback, provide updates, and address concerns related to NetSuite support services.
  • Build strong relationships with key stakeholders to understand their needs and priorities and ensure alignment with support objectives.

Other:

  • Assessing and addressing risks that may affect service level communicates risks to appropriate stakeholders and develops mitigation and contingency planning.
  • Coordinate all dependencies to ensure that all support requests are delivered in a timely manner, within budget and in compliance with company policy and standard procedures.
  • Maintains quality service by establishing and enforcing organisational standards.

Skills & Qualifications Required:

  • Proven experience managing a support team in a technical environment, preferably with experience supporting NetSuite or other ERP systems.
  • Strong understanding of enterprise resource planning (ERP) systems.
  • Strong technical skills and knowledge of NetSuite functionality, including configuration, customization, and troubleshooting.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users.
  • Positive influencer - Present ideas and concepts that enables understanding, gain buy-in, and generates support from peers, dependencies, and stakeholders. Confident and persuasive both in a formal and informal setting. Shares knowledge and information at right time with right people.
  • Strong leadership and management skills, with the ability to motivate and develop a team to achieve goals and deliver exceptional service.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
  • At least 5 years' experience in Technical Support management and coordination roles with a clear understanding of the end-to-end process and what drives effective and timely case resolution. With a strong emphasis towards service excellence and highlevels of customer satisfaction.
  • A caring manager with a diverse range of skills, cultures, and work environments across a wide geographic area.
  • Strong organisational skills - Ability to plan and prioritise.
  • Ability to set clear goals and expectations for your team follow progress against goals provide regular feedback addresses performance issues promptly foster learning and development provide public recognition of team accomplishments.
  • Able to delegate wisely giving others the opportunity to act and make decisions. Develop capability and building confidence in others.
  • Thinks outside the box on issues affecting AVTEL including customer, employee, and partner relationships.
  • Makes decisions effectively (i.e., timely, with available information/ perspectives).
  • Sets own goals and objectives easily and prioritises own responsibilities and assists others to identify personal goals and objectives including priorities reflecting team and group strategy.
  • This is a highly networked role that requires an ability to work under pressure and to challenging deadlines. It requires strong technical and people management skills.
  • Degree in Information Technology, Business Administration, or related field. Relevant certifications (e.g., NetSuite Administrator, ITIL Foundation) preferred.

Other Responsibilities Linked to this role:

  • Meets assigned expectations for timely completion and quality standards for all technical support activities.
  • Maintains high customer satisfaction ratings that meet company standards.
  • Maintains accurate and detailed documentation and reporting across all support functions.
  • Quality of Delivery: Consistent communications, effective mitigation of risk and issue resolution.
  • Drives improvement to gain productivity and improve service outcomes.
  • Taking the lead - Confronting and owning issues promptly and acting, as necessary.
  • Maintains an in-depth knowledge of our ERP solutions, system enhancements and developments applicable to business requirements.

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