Product Support Manager at Vinebrook Homes in Dayton, Ohio

Job Description:

PRODUCT SUPPORT MANAGER

 

When you join VineBrook Homes, you join a diverse and growing team of more than 600 talented professionals. We are changing the property management industry. VineBrook Homes is an internally managed real estate company specializing in acquiring, renovating and leasing single family homes. We take a different approach, focusing on affordability and value for our residents. VineBrook has built a culture of people committed to ensuring a world class resident experience. We are united around a desire for excellence and innovation. Unified by our mission, we are developers, creators, designers, managers, technicians, and most importantly leaders. Each of us is a trailblazer with the tremendous opportunity to have a positive impact on the lives of our valuable residents. Since our commencement in 2007, we have quickly become one of the largest providers of quality homes.

Position Summary/Objective

The Vinebrook IT team aims to provide best in class and most efficient business systems environment to ensure the continued growth of our company.  The Primary role of the Manager, Product Support is to be responsible for the implementation, configuration, user adoption and maintenance of the organizations enterprise and web applications including Customer Relationship/Service Management, Enterprise Resource Planning (ERP), Human Resources HRIS/HCM, Knowledge Management, company intranet and public-facing websites and apps.  This role manages a team of Product Support Specialist to prioritize and deliver excellent customer service along with technical support across all departments and technology platforms. 

This position will be based in Dayton, but with consideration given to remote candidates in our markets of operation.

Essential Duties and Responsibilities

• Lead and Develop a team of Product Support Specialists to prioritize and deliver excellent customer service, troubleshooting and resolving issues


• Enforce best practices to ensure data integrity throughout the organization


• Analyze patterns in user requests to identify actionable insights for process improvement


• Coordinate system upgrades for new plug-ins, service packs and Voyager releases


• Reviews and Approves Knowledge Articles for self-service support


• Generate reports on system usage and ticket history as needed


• Manage projects and tasks in project management tool


• Maintain SLA and ticket closure goals using service desk software


• Ensure proper communication and follow up with user support requests


• Serve as the tier 2+ support when needed


• Knowledge of industry best practice

Minimum Qualifications (Knowledge, Skills and Abilities)

• 3-5 years’ experience with Property Management, Accounting, Construction experience required


• Associates, Bachelor’s or high college degree, or equivalent work experience


• 3+ years of Yardi Property Management Software experience


• 3+ years of Salesforce experience


• 2+ years of systems analyst/project management experience


• Strong business, analytical, and complex problem-solving skills, with the desire for continuous learning and development


• Ability to thrive in a fast paced, rapidly changing environment


• Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated / drive, flexible


• Ability to effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibility

Yes

Travel

Ability to travel up to 25% to regional offices

 Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of the job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

We are an equal opportunity employer. Qualified applicants shall be considered for all positions without regard to race, color, sex, religion, national origin, age, disability, veteran status, or any other status protected by federal, state or local law. We are also a Drug Free Work Place. Qualified applicants will also be required to pass a drug screening before receiving an offer or beginning employment. Refusal to submit to testing will result in disqualification of further employment consideration.

Information Technology

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