Technical Support Engineer, Business Systems

About Maddox + You:

Your primary responsibility will be supporting the technology experience of Maddox employees and partners within Odoo, our open-source, self-hosted, and fully-customizable ERP. Your secondary focus as part of our Systems Support team will be on providing friendly support for other Maddox systems, especially those with data that tie into the ERP. The systems you will oversee touch every area of the organization. You will develop and internalize a deep knowledge of our ERP implementation and the significance of the work that happens there and in adjacent systems. 

Your work will enable your colleagues to perform their tasks with speed and efficiency, enabling them to purchase, recondition, and sell industrial transformers better than anyone else in the market. Your hands-on, proactive approach to maintenance, your speedy responses to support requests, and your ability to identify problems and solve them quickly will give Maddox a competitive edge. 

You will respond to internal user support requests with the posture of a first-class customer success agent and resolve issues in a timely manner. You will provide users with access to systems, investigate and troubleshoot software and hardware failures, coordinate with external support and development partners, solve both documented and novel problems that arise within our business systems, and help ensure critical initiatives are well-represented in our ERP roadmap.

You will proactively ensure that Maddox team members are able to perform to the best of their ability within our business systems, helping stakeholders identify opportunities for optimization. You will coordinate change management in order to enable that success, while seeing access control and segregation-of-duties initiatives through to completion.

About Maddox’s Systems:

Maddox maintains a give-the-best/expect-the-best attitude. Our team is equipped with MacBook Pros, docks, and multiple external monitors. Our shop employees are equipped with iPads and related peripherals. We have a stipend-supported BYOD mobile policy and our team uses a variety of both iOS and Android smartphones. We prefer to integrate single-focus, best-in-class SaaS products, rather than rely on all-inclusive enterprise solutions. 

More about You:

• You excel at delivering clear, timely communication via phone, email, and chat, with a keen eye for detail and a focused approach.
• You enjoy and are adept at engaging with customers of all technical backgrounds. 
• You have a history of skillfully managing external vendor relationships to get tangible results that are aligned with key company objectives. 
• Your ability to “read the room” ensures you provide the necessary balance of friendly courtesy and professionalism in interactions with employees and vendors at every level.
• Your work style prioritizes collective success over solo or “hero” efforts. 
• You exercise strong systems thinking, and you’re a proactive self-starter.  
• You’re comfortable and capable of triaging, researching, and resolving complex business problems across multiple contexts, including enterprise resource planning (ERP) environments. 
• You have a strong technical background, and as a fast learner, you quickly adapt to new technologies and user/business contexts.

Experience & Education:

If you have 10+ years of related experience, that’s great! We also love investing in promising early-career candidates with the right aptitude, attitude, and ambition. 

This is not an entry-level role: 

• Current professional experience is required. 
• Experience in administering and supporting enterprise resource planning systems is required. Technical & strategic consulting experience within an open-source (or otherwise highly customizable) ERP system is a huge plus. 

Basics:

• Full-time. The schedule is generally 8:00 AM - 5:00 PM.
• On call for urgent needs.
• Drug-free workplace.
• Some travel between Maddox locations may be required.
• In-person at the Batavia location.