Meet the team | Paul Schembri

As Head of Support for APAC, Paul Schembri leads ECI’s technical support operations across Australia, New Zealand and Asia. With more than a decade of experience in enterprise software and leadership, Paul brings a unique mix of sales insight and support expertise, ensuring manufacturers get the guidance they need to run more efficiently and get the most from their ERP systems.

We spoke to Paul about his background, the challenges customers face and the industry trends he’s seeing in manufacturing today. 

Could you tell us about your role at ECI and how it fits into the team?

I head up technical support for ECI across the APAC region. Most of our customers are in Australia, but we also work with businesses in New Zealand and Asia. My role is about problem-solving, whether it’s supporting customers or guiding my team. My job is to make sure we deliver solutions quickly and clearly. 

I directly manage around five people plus a team leader who oversees another seven support agents, which gives me a balance between managing individuals and helping other leaders develop – something I’ve enjoyed since my previous role.

What’s your career background, and how did it lead you here?

I joined ECI in January 2025 after more than 10 years with MYOB. I started in a sales role but often found myself helping customers with technical problems. That led me into leadership, first in sales support and later in technical support. Over time I worked my way up to lead MYOB’s enterprise support division, managing six team leaders across multiple ERP products.

It exposed me to a wide range of enterprise customers, from small businesses to accountants dealing with sensitive data, and later into the manufacturing and construction space. That mix gave me a great grounding in supporting complex ERP solutions, while keeping sight of customer pain points.

In your experience, what are the main challenges customers are grappling with?

On the surface, it’s often straightforward issues like reports not running or log-in problems. But underneath, the real challenge is efficiency. Customers want to spend less time on repetitive, manual tasks and more time on growing their businesses.

That’s why context is important. If you understand what the customer is really trying to achieve, like running a profit and loss report for a board meeting, the answer is often clearer. Beyond fixing problems, our role is to educate customers on how to get the best from their software so it works with their processes rather than against them. That’s where our support can really make a difference.

Looking more broadly, what industry trends stand out to you?

Efficiency has been the major theme for years now. Instead of hiring more people when workloads increase, businesses are asking how software can help them do more with the same resources. Whether it’s automation, AI, or moving to the cloud, the focus is on saving time and unlocking capacity.

Despite broader commentary that Australian manufacturing is under pressure, what I hear from customers is the opposite - everyone is flat-chat busy. From businesses making nuts and bolts through to those creating parts for aeroplanes or tankers, demand is strong and for many, ERP is the tool that helps them keep up.

For companies considering a new ERP system, what advice would you give?

Don’t be afraid of change because the effort is worth it. ERP delivers cost savings, efficiency gains and even boosts staff morale. When people aren’t battling with outdated systems, they’re happier and more productive. Change brings challenges, but it also brings lasting benefits for the business and the team. Updating to a modern system can remove frustrations for staff and bring positive change to a company’s culture and operations.

Finally, what do you enjoy most about being part of the team at ECI?

For me, it comes down to culture. Support sometimes means delivering bad news, but I always approach it with honesty, transparency and empathy. If customers know you’re being upfront and you understand their perspective, you build trust even in difficult conversations. That philosophy, combined with ECI’s focus on local, customer-centred support, makes this a great place to work.