Support Monitoring Specialist

With over 115 years of experience, EMCO Corporation is a leading national wholesale distributor of plumbing, HVAC, waterworks, and industrial products to the construction industry. We provide quality and cutting-edge products that help support residential, commercial and infrastructure initiatives across Canada.
At EMCO Corporation, we are committed to providing sustainable solutions to our customers and communities in which we live and serve. We empower our team members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer service.
We work as a team, share core values, and support each other’s growth and development. As our teammate, you will have the opportunity to continually develop your skills through ongoing training, have the opportunity to be innovative and try new things, and work alongside passionate colleagues with diverse backgrounds and experiences. We are a team of enthusiastic individuals who are dedicated to meeting and exceeding the needs of the customers we serve.

Reporting to the ERP Support Team Lead, this position is responsible for ensuring that Profit Centre teammates are receiving the high quality service in adherence with support service level objectives. The Tier I ERP Support Specialist will be primarily responsible for:
Providing ongoing ERP platform functional and technical support for teammates
Intake of teammate support inquiries
Logging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platform
Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team
Day to day monitoring, tracking and coordination of service desk incidents
Prioritization and resolution of support inquiries per the established support service levels
Understand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processes
Continually develop ERP platform functional and technical support skills
Diploma or degree in an Information Technology, Systems or Business, related discipline
Minimum 2 years experience working in an application support or business analyst role
Experience and comfort working with business software systems an asset
Previous customer service desk experience an asset
Working in a power user or application support role for an ERP or CRM system an asset
Experience with the Infor M3 ERP platform an asset
Bilingual (French and English) is an asset
Previous ERP experience is an asset
Exceptional customer service orientation
Building and maintaining positive relationships
Proactively looking for improvements and efficiencies with a focus on end user experience
Supporting established incident management procedures through the incident lifecycle
Proficiency with MS Office based software

EMCO is committed to diversity, equity, and inclusion in our workplaces. We welcome applications from all minority group members, women, Aboriginal persons, persons with disabilities, members of sexual minority groups, neurodiversity, and others who may contribute to the further diversification of ideas.
EMCO uses third-party artificial intelligence to assess resumes to facilitate the review of candidates.