As a Technology Implementation Manager, you will be the face of AMP, an NCS Company, ensuring a seamless and exceptional "white glove" service experience during Clarity site launches. You will play a critical role in onboarding new clients by providing on-site troubleshooting, comprehensive training, and building strong initial relationships.
This role requires a highly adaptable, detail-oriented individual with strong technical acumen and exceptional communication skills. You will thrive in fast-paced, dynamic environments, resolving complex issues efficiently and ensuring client satisfaction.
About AMP (An NCS Company)
AMP (https://ampmemberships.com/) is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry before.
AMP is a division of National Carwash Solutions (NCS). NCS (https://ncswash.com/) has grown to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands. No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth.
Our family of brands includes MacNeil, Ryko, Vacutech, PurClean, TSS, Rain-X, ArmorAll, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow.
Why work for us?
We have one of the most supportive and sustainable cultures anywhere. Our team of lifelong learners has a thirst for knowledge and a passion for technology and software. We're dedicated to building world-class solutions for our customers, and at the same time, place a high value on team rewards and personal career growth. We enjoy working together to solve challenging problems, teaching each other through lunch-and-learns, and celebrating victories (even the small ones) along the way.
Job Duties and Responsibilities:
- On-Site Launch Support:
- Travel to Clarity site launch locations to provide real-time troubleshooting and on-the-spot training to field crews as they begin using the platform.
- Serve as the primary point of contact during initial site launches, embodying a "teach the teacher" approach to empower clients for future self-sufficiency.
- Effectively resolve technical issues, ensuring minimal disruption to client operations and maintaining a positive customer experience.
- Manage high-pressure situations, providing calm and effective solutions to urgent problems.
- Technical Expertise and Communication:
- Utilize networking and connectivity experience, as well as hardware/software installation knowledge, to address technical challenges.
- Demonstrate strong logical and problem-solving skills to diagnose and resolve complex issues.
- Maintain clear and efficient communication with the centralized command center, providing detailed and accurate information for further troubleshooting.
- Capture and document relevant details regarding issues and solutions for future reference and process improvement.
- Customer Relationship Management:
- Represent the AMP brand professionally and positively during the critical early stages of client relationships.
- Build rapport quickly with new clients, establishing trust and ensuring a positive onboarding experience.
- Provide exceptional customer service, maintaining AMP's reputation for "white glove" support.
- Training and Optimization:
- Deliver comprehensive training on the Clarity platform to field crews, ensuring they understand and can effectively utilize the system.
- Identify opportunities for process improvement, contributing to more efficient onboarding and enhanced customer satisfaction.
- When not launching new sites, travel to existing customer sites that require additional in-person training or troubleshooting on any of the AMP platforms.
- Travel and Flexibility:
- Travel extensively, including weekends, to support site launches and customer visits.
- Maintain a flexible schedule to accommodate the demands of on-site support and client needs.
- Be able to live anywhere that is located close to an airport, with a preference for a centralized location.
- Problem-Solving and Adaptability:
- Think creatively and "outside the box" to develop innovative solutions to complex problems.
- Demonstrate a "tinkerer" mentality, with a passion for troubleshooting and finding solutions.
- Work effectively in dynamic and sometimes stressful "live" environments.
- Think in both short-term and long-term solutions.
- Be comfortable working remotely with team members.
Qualifications:
- Proven experience in customer service, technical support, or a related field.
- Strong networking and connectivity experience, with hardware/software installation knowledge.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to build rapport quickly and establish strong client relationships.
- Strong logical and analytical skills.
- Ability to work independently and as part of a remote team.
- High level of attention to detail and organizational skills.
- Willingness and ability to travel extensively, including weekends.
- Ability to thrive in fast-paced and dynamic environments.
- Strong comfort level with learning and teaching new software.
- For qualification to drive a company vehicle:
- Must have a valid driver’s license and good driving record.
- Driving record with no more than two (2) moving violations within the past 5 years; no preventable, at-fault accidents within the past 5 years
- No impaired driving convictions, pending charges, or test refusals within the past 5 years
Physical Requirements:
- Must stoop, bend, reach, walk; perform repetitive motions using hands to grasp, push, pull, or do fine manipulations
- Required to stand for prolonged periods
- The ability to lift up to 75 pounds is required
- May perform duties requiring the employee to intermittently bend and twist
This role offers an opportunity to shape our technical direction while working with cutting-edge technologies in a collaborative, high-growth environment. You'll be instrumental in building and maintaining world-class applications while helping to grow and mentor our development team.
Benefits you deserve:
- Highly competitive salaries
- Potential equity interest in a rapidly growing company
- Generous PTO policy and holiday schedule
- 401(k) plan with company matching
- Excellent medical, dental, and vision insurance
But wait, there's more!
- Located at Atlanta Tech Village, the 4th largest tech space in the US
- World-class engineering team with an incredible track record
- Robust development stack and hybrid cloud architecture
- Team-building events, outings, and hackathons
- State-of-the-art workspace and hardware
- Strong focus on community service and volunteering
- Free gym, snacks, and beverages
National Carwash Solutions is a proud equal opportunity employer. We are a drug-free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status.
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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
