Implementation Technician
The primary role of the Implementation Technician is to facilitate the implementation of the clients Solution (hardware and software) at customer sites, and provide ongoing second-level support for those sites. In addition, the position leads the integration of the company's Flex Access & Revenue Control functionality with other Flex packs. Works with internal project management, sales, and technical teams to ensure product meets customer needs.
The Implementation Technician will formulate technical solutions to meet customers’ parking access and revenue control needs while leveraging the full breadth of the company's Flex solution suite. This hands-on position requires a wide range of technical skills including systems integration, networking, electrical, electronics, software configuration, and in-depth knowledge of the the company's Solution and other products, services, and solutions. This position will be in the field at customer sites more than 50% of the time to perform installations, trouble shooting, and on-site support.
An essential component of this role is the ability to troubleshoot technical problems related to software, hardware, OS, network, database, etc.
The ideal candidate will possess the ability to understand construction and operation of access and revenue controlled parking facilities, technical solutions in an ARC environment, fully understand Flex functionality, and exhibit leadership and collaboration across various stakeholders throughout the company and the company's partners, providing technical and subject matter expertise. The position has direct contact with customers, vendors, partners, and distributors.
Essential Position Functions
- Serves as technical lead for the implementation for both hardware installation and software configuration and setup. Is responsible for software and hardware implementation of the company's solutions at customer sites, including development of processes and tools, assistance with project oversight and configuration, training on software and hardware.
- Serves as the primary point of contact for the customer on the business functionality of the product. Provides technical expertise in identifying, evaluating, and developing systems and procedures. Reviews and analyzes customer business and operations including workflow, decision process, and business objectives. Ensures customer satisfaction during and after the implementation.
- Gathers detailed information on the customer’s parking operations, procedures, and technology infrastructure in order to recommend the best system configuration options. Advises customer and staff in the resolution of technical or complicated issues associated with implementing accounts.
- Analyzes external information systems in terms of database structure and data import/export capability in order to provide data conversion program specifications and external system interface plans.
- Maintains the knowledge and skills related to computer networking and communications such as serial, digital inputs, Ethernet, TCP/IP and wireless. (This implies knowledge of third party software, device drivers, operating systems, etc).
- Develops customer relationships to provide support and assists customer in analyzing and resolving any systems problems. Acts as onsite resource during up front requirements gathering and project planning and production implementation.
- Works with parking access and revenue control equipment distributors as necessary to provide onsite hardware support. Inspects and accepts on-site activities of distributors. Provides appropriate guidance based on knowledge of overall ARC systems as it applies to the distributor’s role.
- Develops and maintains project specific documentation for installation and support of the ARC software and hardware. Periodically reviews and contributes to self-service documentation and other knowledge-oriented sources.
- Obtains and maintains expertise in ARC software and supported hardware. This hardware may include: computer controlled gates, vehicle detection loops, transient ticket dispensers and verifiers, computer controlled signage, short haul modems, signal converters, optical isolators, and any other associated hardware.
- Assists in developing a successful process for installation of hardware and software, insuring the maximization of customer satisfaction and profitability.
- Reports any software or hardware related issues uncovered in the field to appropriate resources within the company.
- Assists in coordinating equipment deliveries between the company and the customer.
Note: The statements contained herein describe the essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.
Requirements:Education and Qualifications
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- A bachelor's degree in engineering, computer science, technology or related field; and three (3) to five (5) years related experience; or an equivalent combination of education and experience.
- 1-5 years of experience as an engineer (technical and/or sales) in the Manufacturing/ Electronics.
- Willingness to travel at a minimum of 50% of the time.
- A solid understanding of modern wireless and wired network technology.
- Knowledge of relational databases.
- Basic knowledge of Oracle 9i or 10g preferred.
- Basic knowledge of SQL is preferred.
- Basic knowledge of Crystal Reports is preferred.
- Strong customer service skills are required.
- Problem solver utilizing technology and critical thinking skills required.
- Understanding of interoperability of software and hardware and how they work together to solve business related problems.
Knowledge, Skills and Abilities
- Extensive knowledge of software products, services, and processes is required which can be obtained through intellect, technical inclination, and dedication to gain such knowledge.
- Extensive knowledge of various operating systems, software products (e.g. word processors, spreadsheet programs, etc.).
- Strong time management skills.
- Knowledge of parking industry which can be obtained through intellect and dedication to gain such knowledge.
- Ability to work well in a cross-functional environment.
- Ability to push self to constantly improve.
- Ability to maintain a positive attitude and enthusiasm.
- Ability to read, analyze, and interpret technical documents.
- Ability to respond to common inquiries or complaints from customers and staff.
- Ability to use and understand programming and scripting tools.
- Familiarity with basic construction methods, tools, and terminology.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to prioritize tasks and tactfully negotiate priority with end users.
- Ability to work under deadline pressure and extra hours if needed.
- Ability to work independently as well as part of a team.
- Excellent communication, organization, and presentation skills.
Certificates, Licenses, Registrations
- Must have a valid driver’s license.
