ERP Operations & Support Lead

Description

Position Purpose

The ERP Operations & Support Lead is responsible for the operational support, stability, usability, and continuous improvement of LONG Building Technologies’ enterprise resource planning platforms, including Microsoft Dynamics 365 and SIS. This role leads ERP support operations, manages incident and service request resolution, coordinates application releases and production updates, and serves as the primary liaison between business users and the ERP development team. The position supports reliable system performance through user training, communication, documentation, security access coordination, and continuous process improvement initiatives that enhance the effectiveness of business operations and the overall user experience.

Pay Range: $90,000 - $125,000 annually

Benefits

Medical, Dental and Vision Insurance, Voluntary Life Insurance, Voluntary Accident and Critical Care Insurance, Basic Life, Short-Term and Long-Term Disability, Employee Assistance Program (EAP), 401(k) with Employer Matching contributions, Profit Sharing/Bonus/ Commission Program as applicable, Paid Time Off, Paid Community Service Day, 8 Paid holidays, Tuition Reimbursement, Pet Insurance, Legal and IDShield are offered to eligible employees.

Essential Duties And Responsibilities

To perform this job successfully, you must be able to perform each essential duty satisfactorily. Other duties or tasks assigned as required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The essential functions of this position include but are not limited to:

• Serve as the primary Level 3 support lead and first responder for ERP-related issues.
• Own and manage the ERP support ticket queue, ensuring timely triage, prioritization, and resolution.
• Lead root cause analysis efforts for recurring issues and partner with development teams to implement long-term solutions.
• Develop and track key service metrics, including ticket backlog, response times, and resolution performance.
• Continuously improve support processes and user experience.
• Coordinate ERP application releases, deployments, and production updates.
• Partner with development, testing, and business teams to ensure successful release execution.
• Manage release communications, documentation, and post-deployment validation activities.
• Monitor and report on release outcomes and operational impacts.
• Act as the primary point of contact between ERP users and the ERP team.
• Communicate system updates, releases, planned maintenance, outages, and known issues.
• Evaluate business requirements and determine appropriate support, training, and communication approaches.
• Develop training materials, job aids, and knowledge base content.
• Deliver user training sessions and promote ERP adoption and best practices.
• Process and coordinate ERP security access requests.
• Assist with security audits, access reviews, and compliance-related activities.
• Maintain documentation related to user roles, permissions, and support processes.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in information systems, Computer Science, Business, or equivalent experience.
• 3+ years of experience supporting ERP systems, enterprise applications, or business-critical software platforms.
• Experience managing support tickets, incident resolution, and user communications.
• Strong analytical and troubleshooting skills with experience conducting root cause analysis.
• Excellent verbal and written communication skills.
• Ability to work effectively with technical teams, business stakeholders, and end users.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Experience supporting Microsoft Dynamics 365, ERP, CRM, or similar enterprise platforms.

Preferred Qualifications

• Experience coordinating software releases and deployment activities.
• Experience in creating training materials and conducting user training sessions.
• Knowledge of security administration and user access management processes.

Physical Requirements

• This position may involve sitting for extended periods, lifting, bending, and kneeling.
• This position may require lifting to 25 lbs. from floor to countertop and countertop to floor.

Environment

• Indoor, office environment

Competencies

To perform this position successfully, an individual must display the following qualities.

• LONG expects its employees to understand and meet customer needs, collaborate effectively with colleagues, manage potential hazards and risks, and engage with and contribute to the community. These values are part of our core values used as performance metrics and are integral to company culture.

LONG Building Technologies, Inc. is a leading provider of HVAC equipment and contracting services, serving commercial clients. With a strong commitment to quality and customer satisfaction, we pride ourselves on delivering innovative solutions and exceptional service. Our company operates in an environment where unions play a significant role, ensuring fair labor practices and adherence to industry standards.

At LONG Building Technologies, we don’t just accept difference - we celebrate it, and we thrive on it for the benefit of our co-workers, our customers, and our company. We are proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.