Location: Hybrid (Alsip Office & Home)

Summary: The ERP Global Support Director will provide functional support to Microsoft Dynamics 365FO end-users worldwide. The ERP Global Support Director will be responsible for hands-on support, solutions, and expertise to ERP end-users on D365 modules within Finance, Supply Chain, Manufacturing, Warehousing Procurement and Sourcing.

Essential Duties & Responsibilities:

• Provide ERP support to an assigned division in our home office, in addition to providing remote support to field offices worldwide.
• Provide support to the Global ERP team on current and future deployments and implementations globally.
• Undertake assignments on projects or special initiatives working closely with the Global ERP team.
• Monitor the ERP support queues and ensures cases are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution.
• Work closely with regional functional key users and IT technical peers on local regulations and localizations.
• Actively identify and investigate system issues, provides resolution and follow-up to end users. Escalates more complex problems to Tier 3 and Tier 4 regional support groups when needed.
• Resolve problems by clarifying the user’s question/issue, determining the cause of the issue, selecting, and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution.
• Conduct remote, classroom, and one-on-one ERP end-user trainings as needed.
• Provide leadership and assistance for delivery teams and staff in regional offices.
• Proactively work to improve existing support procedures, processes and tools.
• Coordinate with the ERP training team to ensure that current training content and materials for D365 meets end-user needs. Participates in the development of ERP training materials and tools when required.
• Contribute to support knowledgebase for internal ERP staff to utilize.
• Work closely with regional ERP teams on onboarding and train new ERP support team members as needed.
• Foster and demonstrate a workplace inclusive of creating opportunity, serving others, building trust, innovation, and exceeding expectations.
• Perform other duties and responsibilities as assigned by the Global ERP team.

Qualifications:

• Bachelor’s degree in Business or related field. 10+ years’ technology experience in the functional area assigned Microsoft Dynamics ERP AX/D365. 5+ years’ managing functional teams. Prior large-scale ERP implementation experience with Microsoft Dynamics D365 or other ERP solutions. Strategic thinker, understanding the importance of connecting different process areas together, and can collaborate with both business and IT stakeholders. Execute the vision, strategy, roadmap and implementation of performance indicators and supporting metrics and trends for ERP solutions and ERP-related 3rd party applications. Superior analytical skills and attention to detail. Ability to analyze and problem solve complex issues. Microsoft Dynamics AX2012 Implementations is a plus. ERP Certification or an advanced degree is a plus. Must have strong analytical, presentation and communication skills. 25% travel domestic and international is required.