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Implementation Manager in Troy, MI at CDI Tech

Date Posted: 12/4/2018

Job Snapshot

Job Description


 You can work from home - some travel

Job Summary:
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 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.


How to be an all star:

  • Familiarity with CRM Systems, Connectwise CRM preferred


Additional Information:

Travel Requirements:  Approximately 20%


 At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.



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