IT Manager, NetSuite and Service Operations

Culligan International•Rosemont, IL

3d•$125,000 - $150,000•Onsite

About The Position

The IT Manager, NetSuite and Service Operations owns the health, roadmap, and delivery of the NetSuite ERP platform and the technology that runs field and customer service operations. In this role, you will serve as the functional and technical owner of NetSuite across finance, order-to-cash, procurement, inventory, and service, while making sure the people closest to the customer have tools that work. This role demands a hands-on leader who is equally comfortable configuring the platform and shaping the roadmap, and who can translate operational pain into a prioritized backlog. This leader will work directly with finance, service operations, and branch leadership, will manage a small internal team alongside implementation and managed-service partners, and will lead the technical integration of acquired businesses onto the standard platform.

Requirements

5+ years enterprise applications experience, 3+ years hands-on NetSuite administration or functional configuration
2+ years experience leading people, contractors, or a blended delivery team
In-depth NetSuite capability across saved searches and reporting, workflows, custom records and fields, and role and permission design, with working knowledge of SuiteScript sufficient to review, debug, and direct development work
Strong knowledge of field service operations, including work order lifecycle, dispatch and scheduling, technician mobility, and service parts inventory
Experience with integration patterns, middleware, and troubleshooting data flow between connected systems
Experience supporting acquisition or system consolidation work, including technical due diligence, data migration, entity setup, and cutover
Track record running application support to defined service levels and managing third-party vendors
Familiarity with industry-specific compliance and regulatory standards, including segregation of duties and audit evidence requirements
Clear and concise written, presentation, verbal and interpersonal communication skills
Comfortable with change and working in a flexible and dynamic work environment
Strong organizational skills and attention to detail
Periodic travel to service branches and distribution sites required

Nice To Haves

NetSuite Administrator or SuiteFoundation certification
full implementation or multi-subsidiary OneWorld experience
Salesforce or comparable CRM alongside NetSuite
recurring-revenue billing
Power BI
a background in water treatment, equipment rental, or a similar asset-and-service business

Responsibilities

Serve as the functional and technical owner of NetSuite, including roles and permissions, saved searches, workflows, custom records, forms, and reporting
Manage the NetSuite release calendar, evaluate each version upgrade for business impact, and coordinate regression testing with business owners ahead of production cutover
Maintain the integration layer between NetSuite and surrounding systems including CRM, field service and dispatch, billing, tax, payment, and reporting platforms, with monitoring, error handling, and transaction reconciliation
Own the application stack supporting installation, preventive maintenance, and break-fix service: work order management, scheduling and dispatch, technician mobile applications, parts and truck-stock inventory, and service billing
Define and report the operational metrics the business runs on, including first-time fix rate, mean time to resolution, technician utilization, work order aging, and service revenue leakage, and ensure the underlying data supports them
Run application support for the platforms in scope, covering intake and triage, service-level targets, root cause analysis on recurring issues, and a visible queue business stakeholders can see
Maintain configuration documentation, runbooks, and end-user training material, and lead adoption when new functionality is released
Act as the applications lead for merger and acquisition technical integration, from pre-close technical due diligence through post-close cutover and stabilization
Plan and execute the migration of acquired entities onto the standard platform: chart of accounts and item mapping, customer and asset master data, open orders and work orders, service history, and subsidiary setup in a multi-entity NetSuite environment
Lead a small team of analysts, administrators, and contract resources, managing capacity across support and project work and coaching on both technical depth and business fluency
Manage vendor partners and statements of work, review consulting deliverables against agreed scope, and provide input into the annual application budget
Ensure change control, segregation of duties, access review, and business continuity capabilities are in place across NetSuite and connected systems, and support internal and external audit request
Coordinate with Americas IT Leadership on global standards, processes, and provider