Purpose of Role
The purpose of this role is to execute successful customer deployments of Rehrig Pacific’s Vision technology solutions by owning the in-field delivery of implementation plans, installation readiness, and end-user enablement. This role is accountable for driving on-time, high-quality go-lives and for enabling customer adoption through training, change enablement, and post-deployment check-ins within the defined implementation scope. The role partners closely with Sales, Solutions Engineering, Technical Support, Category, and Development to ensure deployments reflect product intent and customer requirements—while using structured escalation to resolve risks that could impact customer experience.
Areas of Accountabilities
Implementation Planning & Field Execution
- Execute implementation plans for Vision software and hardware that deliver a complete go-live aligned to contracted scope, timeline, and customer readiness.
- Coordinate site readiness, installation activities, and customer scheduling to ensure safe, efficient field execution and minimal disruption to customer operations.
- Identify and escalate deployment risks (technical, operational, timeline, stakeholder) to the appropriate owner (Sales, Technical Support, Solutions Engineering, or Product) to prevent customer impact.
Customer Enablement & Adoption (Within Implementation Scope)
- Deliver role-based training and enablement that equips customer users and leaders to use Vision effectively at go-live and through initial stabilization.
- Drive early adoption by reinforcing standard workflows, addressing usage barriers, and completing defined post-go-live check-ins.
- Transition customers to the appropriate ongoing support pathway after stabilization (Support Services / Technical Support), ensuring clear hand-offs and documented customer context.
Customer Feedback Capture & Internal Coordination
- Capture and synthesize customer feedback and field learnings into clear recommendations for improvements (process, training, documentation, product defects) and route to the correct team.
- Collaborate with cross-functional partners (Technical Support, Solutions Engineering, Sales, Category, Development) to ensure consistent delivery standards and customer communication.
Operational Discipline & Documentation
- Create, maintain, and improve implementation tools and documentation (questionnaires, checklists, internal guides, training materials) to improve repeatability and quality.
- Maintain accurate implementation plans, task completion, and customer status updates in standard planning tools (e.g., Team Planner) to support forecasting and resource planning.
- Produce customer-facing self-service content (e.g., product overviews, “how-to” materials) as part of improving adoption and reducing avoidable support needs.
Knowledge, Skills, and Experience
- Bachelor’s degree preferred, or equivalent relevant work experience in engineering, development, or technical sales.
- Demonstrated project/implementation management experience in customer-facing environments.
- Strong analytical, communication, and facilitation skills; comfortable leading training for groups with varied backgrounds.
- Technical aptitude with RFID, GPS, barcode, mobile/web applications, and databases.
- Ability to work independently while meeting shared delivery commitments and escalating issues appropriately.
- May require lifting/moving product and hardware (pallets, crates, RFID hardware) during installation activities.
- Willingness to travel by airplane approximately 50% of the time.
Why Rehrig Pacific?
Rehrig Pacific is a leading manufacturer of integrated sustainable solutions for the supply chain and environmental waste industries with a diverse customer list of industry leaders. We provide end-to-end solutions including returnable plastic products, delivery lifts and sleds, technology to track those assets, and a service team to ensure their longevity. Our team is dedicated to the values, mission, and unique culture within our organization that celebrates our people. We believe in fostering an environment where employees can be their authentic selves and know that they are viewed as integral members of the Rehrig Pacific Family.
Administrative Info
