Systems Support Manager

Systems Support Manager

Position Title: Manager, Systems Support & EDI Reports to: Director, Customer Experience and Master Data

Position Summary: This position leads EDI, Drivparts/Drivdirect, & SAP system changes and fixes; along with responsibility for understanding, updating and analyzing the customer audits for systems. Expertise required in SAP report knowledge, along with driving cross-functional meetings to initiate system changes with large business teams. Accountability is required for trouble-shooting system issues with customers, and could be the lead liaison between IT, customer, vendors and the business. Project Management skills are critical, also to drive change of direction of team projects, along with training expertise to assist IT with direction and SAP field specific changes, required by our customer's requests, specific capabilities, processes and changes required also by, sales, IT, pricing, the D.C.'s and Finance.

Major Duties & Responsibilities:

• Leads set up for customer EDI connections and conversions for the Aftermarket
• Oversees EDI IT staff responsible for design and development of interfaces and maps
• Develop SharePoint sites with training material for all for internal customers, peers and consultants or contractors as required
• Take self-directed lead in analyzing system incident reports, performing root-cause analysis, assessing alternatives, and implementing a solution
• Manage common configuration issues and system updates based on evolving business requirements and process changes
• Provide end-user system training
• Lead service ticket enhancements, fixes and training required for Wipro team
• Initiates and leads cross-functional team meetings to address Aftermarket EDI and technical issues such as new customer set ups, changes and account mergers
• Strong project management skills required. Must have the ability to push projects forward and mitigate issues
• Acts as the liaison with IT, business, EDI vendors and customers regarding all EDI initiatives
• Experience in multiple ERP/EDI systems required: SAP PTA/EP1, Azure, EWM, Manhattan, Seeburger and TENCares
• Strong knowledge with communication methods such as FTP, web tools and AS2
• Manages, troubleshoots, leads projects for Internet based sites (VIC, IPO and TEN & DRiV-DIRECT)
• Extensive terms of sale knowledge to set up customer accounts from DRiV Authorization Forms (DAF) data
• Manages processes and documentation of procedures to complete key customer master data set up
• Cultivates and fosters productive relationships with key customer contacts across all functional areas
• Initiate EDI process work instructions, system enhancements and clean up
• Process and analyze monthly reports (audit, SAP label, reports, etc.)
• Coaches and develops employees across customer experience teams
• Identifies strengths and weaknesses of team members, along with coaching as required
• Completes performance evaluations, improvement plans, IDP's as required by employee
• Audit reports analyzed to ensure accuracy
• Tests system connections with internal/external customers

Minimum Qualifications:

• Bachelor's Degree or minimum five years' equivalent experience
• Strong knowledge of EDI transactions and IT programs
• Extensive customer, catalog and material master knowledge in SAP
• Strong computer skills (Advanced Excel, Power Point, Word)
• Knowledge of the IT ticket/request systems
• Strong knowledge of Aftermarket customer base
• Must possess critical thinking skills, quantitative and analytical/problem-solving skills with ability to interpret data
• Training expertise and creating documents

Tenneco is committed to providing equal employment opportunities to all employees and applicants. Employment decisions are based on qualifications, skills, experience, and business needs, without regard to protected characteristics under applicable law.