Software Implementation - Professional Services

COTG, MOTG, A Xerox Company - Bolingbrook, IL (30+ days ago)3.4


SUMMARY

Software Implementation - Professional Services provides technical product support to clients and customers. This role is critical to the successful implementation of all contracted customer software solutions. This role will provide technical support to Sales pre and post sales and will work with the customer to coordinate and execute the installation while monitoring the overall progress of the SOW/project to insure a smooth and seamless customer experience.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

Analyze customer business needs and develops technical requirements
Assists in the preparation of technical responses to RFQs
Configures integrated solutions to meet the customer's needs
Implements client solutions
May act as primary point of contact to meet customer's needs in the implementation of solutions
Primary point of contact between the customer's technical staff and the organization
Collaborates with stakeholders to recommend best practice solutions and strategies for resolving technical issues
Troubleshoots problems, identifies possible solutions, and resolves the most complex technical issues identified (hardware/software)
Services as the technical consultant to the sales team and has broad knowledge of multiple computer environments, platforms and technologies and in-depth knowledge of the enterprise's products
Partners with Pre Sales Engineering team to review statements of work (SOW) for the proposed solution to validate and ensure a successful implementation
Coordinates vendor resources for pre-installation calls/meetings and go-live implementation support
Sets deadlines and monitors progress of software installation projects
Prepares and provides status updates and summarizes project status to key stake holders
Escalation point for customer software installation projects
Create, maintain and prioritize a schedule of future installations
Identify the needed resources and assign the required tasks to meet agreed timelines
Communicate and provide direction and recommendations to the various departments involved in delivering the proposed solution
Utilizes internal communication portal to maintain high visibility on project completeness
Work with Operations, Service, IT and logistics teams to ensure continuous improvement and process development
Maintain internal database of statement of work documentation (SOW)
Prepare a packet for each install with documentation, contact information, license files and installation summary to hand the project over to support analysts.
May lead and direct the work of others
Ensures implementation are timely, effective and customer requirements are met
Develops new procedures and practices to improve efficiencies
Performs other duties as assigned
QUALIFICATIONS (SKILLS, KNOWLEDGE AND ABILITIES REQUIRED)

Possesses strong organizational skills with an ability to juggle multiple customers in a single working day
Customer Service Skills
Interpersonal skills
Possesses advanced problem-solving skills
Critical planning skills
Ability to interpret, comprehend and apply complex material and instruction
Skilled at preparing and conveying diversified information to end users
Ability to work independently and take direction

Other Requirements:
Requires a valid driver's license and minimum levels of insurance coverage

Computer Skills

Intermediate Microsoft Office Suite skills
Intermediate to advanced knowledge of preferred software platforms
Working knowledge of Microsoft Server and Operating systems: 2008 R2, 2012, 2016, Terminal server, Citrix
Understanding of application installation methods on Windows Operating system, 7,8,10, Server
Knowledge of enterprise environments, deployments and multi-system integrations

Education and/or Experience

Bachelor's degree in related field or 2 years of experience as a project manager
Must be familiar with current lines of hardware, software, functionality and operation
2+ years of experience in a technical role dealing directly with customers

Language Skills

English (reading, writing, verbal)

Mathematical Skills

Intermediate business math skills

Certificates, Licenses, Registrations or Professional Designations

Project Management (PMP) or other industry software certifications desired
Software Certifications: PaperCut, Nuance, fax solutions, document productivity applications, PDF, managed print services, or document management systems (DMS)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. The employee also regularly lifts and/or moves objects up to 50 pounds. Must be able to travel by plane and automobile.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

OTHER INFORMATION

Local area travel and 5-10% out of geography via car or airplane