QAD Support Manager

As a global leader in precision measurement sensing technologies, VPG addresses an expanding array of applications in which accuracy, reliability, and repeatability make the difference. Whether in the design and safety of new generations of cars, trucks, and planes or optimizing advanced medical equipment and consumer products, VPG’s deep engineering expertise makes the world safer, smarter, and more productive.       

We are seeking a highly motivated QAD support Manager to join our Global IT team on a full-time basis:

Major Responsibilities

• Global Support Operations: Oversee day-to-day support operations, ensuring that the team adheres to Service Level Agreements (SLAs) for incident response and resolution. Establish and continuously improve support processes to ensure high-quality service delivery.
• Incident Management and Resolution: Coordinate with internal IT teams, external vendors, and QAD technical support to resolve complex issues and minimize system downtime. Ensure root cause analysis is conducted for recurring issues and implement preventative measures.
• User Training and Documentation: Develop and implement training programs to educate end-users on the effective use of the QAD system. (as a part of the QAD connect). Ensure the availability of support materials, such as user guides, FAQs, and training manuals. Lead initiatives to improve user adoption and reduce the number of recurring support requests.
• Continuous Improvement: Lead initiatives to improve system performance, user satisfaction, and support efficiency. Drive process improvements to reduce system downtime, increase support responsiveness, and minimize the impact of technical issues on business operations. Regularly review and refine the incident management process to ensure optimal performance.
• Manage the local support team to success: Lead performance reviews, set team goals, and develop plans for continuous improvement in support delivery. Ensure adequate staffing, coverage, and knowledge transfer within the support team to cover all time zones.
• Manage various projects related to QAD implementation and support. 

Technical Skills/Knowledge

• QAD

Behavioral & Interpersonal skills

• Leadership 
• Ability to work as part of a team
• Initiative     
• Patience
• Assertiveness
• Strong dedication and commitment to success,
• Excellent interpersonal communication and presentation skills

Operational skills

• Adherence to schedules
• Adherence to procedures
• Well organized
• Attention to details
• Task oriented

Academic/Professional Education

• First degree in Information Technology, computer science or industrial and management.
• Relevant Experience.
• 10 years successful IT QAD implementation, team management and support management. 5 years of project management experience delivering projects/programs QAD.

Best In Industry