Manager Applications Support

Sonepar•Hamilton Township, NJ

2d•Hybrid

About The Position

Sonepar Management Group (SMG) supports our Sonepar brands (i.e. operating companies) in the US through a shared services model. These services include, but are not limited to: human resources, finance, digital enterprise, supply chain, vendor relations, marketing, legal, and communications. The SMG teams enable our brands to do business in their local regions while taking advantage of the scale and collective resources of a global enterprise.SMG fosters an inclusive and supportive culture. We offer leadership and development programs to help you reach your career goals. Our associates share in our collective achievements, and we firmly believe that Sonepar is “Powered by Difference.” By driving technology and innovation, enabling paths to success, and caring about our people and their families, we have built a workplace where you can build a fulfilling career. The Applications Support Manager is responsible for the operational ownership, stability, and continuous improvement of the Company’s ERP platform and its companion applications. This role leads the Application Support team providing Tier II and Tier III functional support, ensuring reliable day‑to‑day operations and effective resolution of complex business and system issues. The Applications Support Manager serves as the primary escalation point and business liaison across Service Desk, Technical Support, Infrastructure, Development, and external partners to ensure ERP solutions meet business needs while maintaining compliance, security, and audit standards. This is a hybrid role based in Hamilton, NJ. Regular onsite presence is required to support business operations, collaboration, and critical system activities. The position also requires up to 30% travel.

Requirements

Proven experience supporting or managing enterprise ERP systems, preferably Epicor Eclipse.
Strong understanding of ERP business processes, including Order‑to‑Cash, Procure‑to‑Pay, Inventory, and Accounting.
Demonstrated experience leading Tier II / Tier III application support teams.
Proven ability to manage escalations and resolve complex, cross‑functional issues.
Strong communication, leadership, and stakeholder management skills.
Experience supporting multi‑company or distributed ERP environments.
Familiarity with ERP security, access controls, and audit requirements.
Experience working directly with ERP vendors and third‑party integration partners.
Demonstrated success driving operational stability and continuous improvement.
Authorized to work for Sonepar in the United States without visa sponsorship now or in the future.

Nice To Haves

A+ Certification
ITIL Certification

Responsibilities

Own day‑to‑day operational support of the enterprise ERP platform across all supported operating companies.
Ensure stability, availability, and performance of core ERP functions, including order entry, warehouse operations, accounting, purchasing, credit, reporting, and system integrations.
Oversee support for ERP companion systems such as printing, forms, phantoms, payment devices, and third‑party integrations.
Act as the authoritative escalation point for complex ERP issues and system defects.
Lead and manage Tier II and Tier III Application Support resources supporting Epicor Eclipse.
Ensure effective intake, prioritization, tracking, and resolution of ERP‑related incidents and service requests.
Partner closely with the Service Desk to maintain clear triage, handoff, and escalation processes.
Maintain operational readiness for go‑lives, conversions, upgrades, and peak business periods.
Own escalations for high‑impact, business‑critical ERP incidents.
Coordinate cross‑functional resolution efforts with Technical Support, Infrastructure, Development, and external partners.
Lead root cause analysis and corrective action planning for recurring or systemic ERP issues.
Drive continuous improvement initiatives to reduce incident recurrence and improve system reliability.
Enforce ERP access management and security standards, including role‑based access controls and audit requirements.
Ensure adherence to change management and approval processes for ERP configuration and data changes.
Partner with Identity & Access Management (IAM), Security, and Audit teams to support compliance activities and access reviews.
Maintain documentation, controls, and evidence required for internal and external audits.
Lead, coach, and develop Applications Support Specialists and senior ERP support staff.
Define skill expectations, training priorities, and career pathways within the application support organization.
Promote knowledge sharing, documentation, and cross‑training to strengthen team resilience.
Support succession planning and long‑term capability growth.