Position Summary
The IT Manager, NetSuite and Service Operations owns the health, roadmap, and delivery of the NetSuite ERP platform and the technology that runs field and customer service operations. In this role, you will serve as the functional and technical owner of NetSuite across finance, order-to-cash, procurement, inventory, and service, while making sure the people closest to the customer have tools that work. This role demands a hands-on leader who is equally comfortable configuring the platform and shaping the roadmap, and who can translate operational pain into a prioritized backlog. This leader will work directly with finance, service operations, and branch leadership, will manage a small internal team alongside implementation and managed-service partners, and will lead the technical integration of acquired businesses onto the standard platform.
Key Responsibilities
- Serve as the functional and technical owner of NetSuite, including roles and permissions, saved searches, workflows, custom records, forms, and reporting
- Manage the NetSuite release calendar, evaluate each version upgrade for business impact, and coordinate regression testing with business owners ahead of production cutover
- Maintain the integration layer between NetSuite and surrounding systems including CRM, field service and dispatch, billing, tax, payment, and reporting platforms, with monitoring, error handling, and transaction reconciliation
- Own the application stack supporting installation, preventive maintenance, and break-fix service: work order management, scheduling and dispatch, technician mobile applications, parts and truck-stock inventory, and service billing
- Define and report the operational metrics the business runs on, including first-time fix rate, mean time to resolution, technician utilization, work order aging, and service revenue leakage, and ensure the underlying data supports them
- Run application support for the platforms in scope, covering intake and triage, service-level targets, root cause analysis on recurring issues, and a visible queue business stakeholders can see
- Maintain configuration documentation, runbooks, and end-user training material, and lead adoption when new functionality is released
- Act as the applications lead for merger and acquisition technical integration, from pre-close technical due diligence through post-close cutover and stabilization
- Plan and execute the migration of acquired entities onto the standard platform: chart of accounts and item mapping, customer and asset master data, open orders and work orders, service history, and subsidiary setup in a multi-entity NetSuite environment
- Lead a small team of analysts, administrators, and contract resources, managing capacity across support and project work and coaching on both technical depth and business fluency
- Manage vendor partners and statements of work, review consulting deliverables against agreed scope, and provide input into the annual application budget
- Ensure change control, segregation of duties, access review, and business continuity capabilities are in place across NetSuite and connected systems, and support internal and external audit request
- Coordinate with Americas IT Leadership on global standards, processes, and provider
Requirements
- 5+ years enterprise applications experience, 3+ years hands-on NetSuite administration or functional configuration
- 2+ years experience leading people, contractors, or a blended delivery team
- In-depth NetSuite capability across saved searches and reporting, workflows, custom records and fields, and role and permission design, with working knowledge of SuiteScript sufficient to review, debug, and direct development work
- Strong knowledge of field service operations, including work order lifecycle, dispatch and scheduling, technician mobility, and service parts inventory
- Experience with integration patterns, middleware, and troubleshooting data flow between connected systems
- Experience supporting acquisition or system consolidation work, including technical due diligence, data migration, entity setup, and cutover
- Track record running application support to defined service levels and managing third-party vendors
- Familiarity with industry-specific compliance and regulatory standards, including segregation of duties and audit evidence requirements
- Clear and concise written, presentation, verbal and interpersonal communication skills
- Comfortable with change and working in a flexible and dynamic work environment
- Strong organizational skills and attention to detail
- Periodic travel to service branches and distribution sites required
- Preferred: NetSuite Administrator or SuiteFoundation certification, full implementation or multi-subsidiary OneWorld experience, Salesforce or comparable CRM alongside NetSuite, recurring-revenue billing, Power BI, and a background in water treatment, equipment rental, or a similar asset-and-service business
Target Salary Range: $125,000 - $150,000 per year. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).