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Implementation Manager in Troy, MI at CDI Tech

Date Posted: 7/5/2018

Job Snapshot

Job Description


Under general supervision, assign and direct CDI Tech support staff to ensure customer requirements and time frames for projects are accurate. Oversee the implementation process to ensure 100% customer loyalty.


What else you will be doing:

  • Provide pre-sales consultation to sales team to ensure all quoted labor, parts, and software are quoted accurately.
  • Provide final sign-off on sales quotes to confirm requirements have been met and ensure the sales team has budgeted the project properly.
  • Analyze the merchant database requirements and design the database functionality to exceed user and design specifications.
  • Assign Support Services team to project-related tasks (via Connectwise) and oversee their progress to ensure projects are completed on-time and within budgeted parameters.
  • Oversee the staging of new projects, by assigned Support Services team member, to analyze, test and modify database and configurations and ensure errors are detected prior to installation.
  • Coordinate merchant training needs with the Senior Trainer and the merchant.
  • Assign installation tasks to the Support Services team and oversee their hardware installation work to ensure it is done accordingly to specifications.
  • Provide Support Services Team Leads with feedback on the performance of their assigned team members.
  • Address merchant issues and obtain a final merchant sign-off to validate their satisfaction with the implementation.
  • Provide Level 3 support to Support Services Team Leads.

Job Requirements

What we need from you:

  • Bachelor's Degree or equivalent combination of education & experience.
  • Minimum five (5) years’ experience in point of sale implementation and service.
  • Cisco Certified Network Associate (CCNA) Certification (or equivalent) and Cisco Meraki 360 Certification.
  • Full Proficiency in one of our core point of sale systems. Oracle Field Delivery Engineer, Oracle Help Desk Engineer or Emagine Support Certification.
  • Ability to understand each merchant's unique needs, develop a plan of action and coordinate team efforts to provide the solution.
  • Ability to provide world-class customer service, communicate well and a keen attention to detail.


What will make you special:

  • Familiarity with CRM Systems, Connectwise CRM preferred



Additional Information:

Direct Reports: None

Travel Requirements:  20%

License and Certification Requirements:  Valid driver’s license  





North American Bancard reserves the right to alter this description at any time.  North American Bancard practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, protected disability, marital status, familial status, veteran status, height, weight or citizenship.


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