Coins ERP Support Specialist

About Us

EMCOR Mechanical Services (EMS) companies provide mechanical, automation, and energy solutions, as well as a range of other professional services. From healthcare and education to technology, transportation, retail, government, and more, EMS companies operate in a wide array of environments.

EMCOR Mechanical Services (EMS) has an opportunity for an ERP COINS System Support Specialist. This position is based out of Downers Grove, IL.

Within the EMS division we have an internal team that supports approximately 30 EMCOR Operating Companies who utilize COINS as their ERP system. The ideal candidate for the ERP System Specialist position will be analytical, customer-focused and be able to provide tier 1 support in internal customers. This position will help manage incoming support tickets, answer questions and log resolutions in the Service Now help desk application, as well as escalated and manage higher level support ticket needs within the team.

You will be expected to work independently, as well as alongside the COINS ERP Support Team, and must be able to work well under pressure, handle a wide variety of tasks, and be comfortable handling confidential information.

• Serve as the first point of contact for incoming ERP-related calls, emails, and ticket submissions
• Triage, classify and resolve or elevate support tickets in a timely manner
• Address Tier 1 COINS user needs with a customer service focused attitude and demeanor, and log resolutions in Service Now
• Manage basic system administration tasks (password resets, unlocking accounts, user terminations, etc.)
• Work with the support team to expand knowledge of various ERP modules and processes
• Participate in troubleshooting and testing of new software features and upgrades
• Assist in file maintenance upkeep for all operating companies as necessary and as new modules or features are rolled out
• Assist in creating new documentation and maintaining up-to-date documentation
• Assist in planning any in-person user conferences and team meetings
• Travel infrequently as business needs arise. Anticipating travel to be approximately 10% of work time

• At least two years of professional experience in a technology-related or ERP setting; COINS experience preferred.
• Familiarity with various ERP modules such as Accounts Payable, Accounts Receivable, Job Costing, Payroll, Human Resources, Work Order Management, Dispatch, etc.
• Strong organizational skills with the ability to prioritize multiple project tasks with excellent attention to detail.
• HVAC Construction and/or HVAC service industry preferred
• Excellent analytical, documentation, and communication skills.
• Advanced MS Office proficiency with Microsoft Word, Outlook, SharePoint, and Excel required.
• Proven track record of dependability, reliability, and personal accountability, including working independently under limited supervision.

Equal Opportunity Employer / Veterans / Disabled

Compensation Range: $28.85/hr - $36.06/hr

Other Compensation: NA

Benefits:
We are committed to providing employees a comprehensive benefits package which includes medical, dental, and vision coverage, along with health savings and flexible spending accounts, life insurance, disability, a 401(k) Savings Plan, College Coach and employee assistance program.