Position: Implementation Specialist

We are urrently seeking a Bilingual (English/Spanish) Full-Time Implementation Specialist to provide excellent service including deployment and customization of our Software for Point of Sale to our customers. Our customer support department is open 24/7/365. This position will also have the specific responsibility of monitoring open reports, providing off hour support and addressing issues that cannot be resolved by phone support.

Job Summary

Serve as deployment engineer for company customer installations.  Interface with project management and other internal resources to plan and execute system installs and integrations with third party components within customer facilities.

Key Duties & Responsibilities (in decreasing Critical Emphasis order)

• Ensures customer satisfaction of company’s solutions by successfully completing customer deployments.
• Needs analysis, on-site and off-site for customers for all of our supported products.
• To meet with customers to discuss scope of project, accurately and in great detail document what needs to be done.
• Extensive interaction with project management, engineering, technical support and other cross functional teams focused on the delivery of existing or new products to clients. 
• Consult with Customers to determine and review hardware, software, or system functional specifications and obtain initial Customer sign-offs prior to system installation.  
• Conduct End-User staff and/or management training which includes staging and set up/breakdown of equipment, to ensure a smooth installation process and minimize post-installation support requirements.
• Provide live support training at Customer sites on and after the system live date as budgeted and required by the Customer to ensure a smooth transition to their new system and minimize post-installation support requirements.
• Address Customer issues list and obtain final Customer sign-offs to validate their satisfaction with the new system.
• Create and maintain as-built documentation for customer deployment and technical support.
• Assist sales and project management to identify project scope.
• Work with customer and internal technical resources to complete deployment of projects.
• Resolves a wide range of issues and suggest creative solutions to technical (development), resource, material and test related problems.
• Serves as key point of contact for all technical deployment issues during an active Project.
• Perform other duties as required.

Skills & Experience

• Background in POS (Hospitality and/or Retail) vendor installation experience,
• Systems training or support preferred.
• Knowledge of relational databases, SQL and/or HTML is strongly recommended
• Fully proficient technically.  
• Hands on experience installing and configuring Windows OS. 
• Hands on experience with PC/Server Hardware components. 
• Candidate must be fluent bilingual English and Spanish
• Computer training, familiarity with GUI environments and standard applications including familiarity of at least one POS application and its associated operating system.
• Excellent verbal and written communication skills.
• Fabulous customer service acumen.
• While performing the duties of this job, the employee is regularly required to sit and/or stand and may occasionally lift and/or move up to 50 pounds.
• The employee is frequently required to reach with hands and arms; stoop, kneel, crouch, or crawl.  
• Ability to travel approximately 80 percent, deploying solutions at customer sites.

Formal Education

• Bachelor’s Degree in Computer Science, Engineering or equivalent.