Job Description

Hajoca Corporation is one of the country's largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies. Founded in 1858, Hajoca is a company based on the principles of "Service, Integrity, Reliability," and on relationships of trust and support with teammates, customers, and suppliers. Throughout its history, Hajoca has played an active role in shaping advances in plumbing. However, we attribute our success to two simple truths; a unique business philosophy and talented people. Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future.



Hajoca has over 400 locations nationwide, called Profit Centers; and at the foundation of our family of businesses is a National Support Center (NSC) where Centers of Excellence are dedicated to enabling the success of our Profit Centers.



The Eclipse System Support team in our National Support Center (NSC) is looking for an Eclipse Support Team Lead at their Lafayette Hill, PA office. This is a hybrid role.



Do you have experience supporting Eclipse software? Are you a problem solver and an effective communicator? Do you value customer service? If so, then we'd like you to join our dedicated team as Eclipse Support Team Lead

About the Role:

You will:

Provide guidance and oversight to a regional team of Eclipse Support Specialist professionals ensuring adherence to company policies and procedures. Oversee support requests for an assigned region and assist as needed within other Eclipse Support regions. Serve as the first escalation point of contact for regional Eclipse support requests and ensure high level of customer satisfaction. Promote, coordinate, and display teamwork to ensure timely and accurate resolution of support requests within the region. Work with the Applications Support Manager to determine performance metrics for all Regional Support teammates ensuring all targets are being met in order to maintain National Support Center Customer Service goals. Support all Eclipse applications, including but not limited to: Sales Order Entry, Purchase Order Entry, Transfer Order Entry, Accounts Payable, and Inventory. Provide direction, as needed, to customers and Eclipse Support Center teammates on the functionality of the Eclipse application ensuring that they follow Hajoca policy. Provide support for printer modifications and setup, user authorization changes and setup, and report and phantom process scheduling. Communicate effectively and courteously at all times with both internal and external customers as well as outside vendors. Consistently follow up on open trackers using our ticketing application and review open trackers for other Eclipse Support Center Teammates. This includes communicating to Profit Centers while working towards a resolution for their open tickets. Compose SPOTT Ticket responses in a manner that provides customers a recap of their issue and the steps used to resolve the matter. Also provide notes for other Eclipse Support Center Teammates to handle similar issues in the future. Give feedback to the Manager on necessary training for Profit Center and Eclipse Support Specialist teammates. Work with Eclipse developers to analyze recurring Eclipse related issues. Analyze multiple difficult to complex business problems and assess how automated systems or process changes can be implemented to solve them. Dig deep into the Eclipse data (SQL,TCL, BOXI, Report writer) to get to root cause or problem identification. Track production support issues to provide dependable updates within the request ticket and ensure appropriate assignments and priorities within the agreed SLA. Serve as an application and business process expert. Serve as the escalation contact of tickets in the queue - engage business users and/or Eclipse Support Specialists to replicate issues, educate, and determine actionable items to resolve request. Escalate known problems when appropriate to Eclipse developers. Collaborate with team members in preparing documentation for business including but not limited to, FAQs Release Notes, Training Materials. Define & document and approve IT SOPs. Provide on the spot training based on questions raised from the business. Successfully complete required safety and compliance training programs as assigned. Perform other reasonably related duties as assigned by immediate supervisor and other management as requested.

About You:

Bachelor's Degree or the equivalent combination of education, professional training, or work experience. 4 or more years of experience providing support with Eclipse software.

Our ideal candidate will also:

Possess leadership qualities and be viewed as a leader. Be able to guide and teach teammates Eclipse processes while maintaining a world class level of customer service. Possess strong knowledge of MS Office productivity suite and Windows. Have experience working in customer service and with an Incident Management tracking tool. Demonstrate excellent oral and written communication skills and the ability to convey answers, issues, and status changes in a clear, concise, and effective manner. Possess excellent interpersonal skills and the ability to work effectively across all levels of the business. Be able to communicate across multiple teams to resolve complex issues. Be able to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of service. Possess strong customer service skills including taking initiative to follow-up as needed and ensure issues are solved timely and accurately. Have a strong attention to detail and the ability to meet deadlines. Possess strong analytical and problem-solving skills and be able to address issues and work effectively with the Team Manager to facilitate process improvements.

The benefits of working with us:

Our culture is well-suited for exceptional people who use their talents to drive business and want to share in the financial success their efforts yield. In addition to a competitive starting wage, we offer a Profit-Sharing Program that provides each team member with an opportunity to earn a direct share of the profits on an annual basis. In addition to our generous compensation package, Hajoca also offers:



Full-time benefits (for team members working 30 or more hours per week):



Medical, dental, vision, and prescription coverage Accident and Hospital Indemnity coverage Life insurance and Long Term Disability Pre-tax accounts for healthcare and dependent care Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law) Paid pregnancy and parental leave Paid day of community service

Full-time and part-time benefits:

401(k) Retirement cash account with company contributions Targeted training programs focused on your personal and professional growth Company wellness program Employee discounts College tuition benefits Please note that benefit offerings may differ for teammates employed through an intern program.

EEOC Statement

Hajoca Corporation is an Equal Opportunity Employer (Equal Opportunity Employer/Veterans/Disabled).



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. Hajoca is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.



Background Screening Statement

We are a drug free workplace. Employment is contingent upon pre-employment drug screening, and successful completion of a criminal background investigation subject to any federal, state and local laws.