Field Implementation Manager
About the role
Responsible for the technical deployment of HID solutions at customer sites, including system design, configuration, customization, integration, and training. Partners with Project Managers and stakeholders to validate requirements, oversee installations, and ensure a smooth transition to post-deployment support. Supports pre-sales activities and customer communication throughout the engagement, while continuously improving delivery processes through lessons learned and workflow refinement.
Responsibilities
- Performing system equipment placement drawings for customer sites, with the assistance of Sales and Engineering.
- Managing the physical deployment, configuration, customization, and integration of HID solutions at customer sites and remote locations.
- Providing pre-sales support to HID Sales department, and directly to prospective customers.
- Providing technical support to HID sales staff and external customers on demand.
- Working with HID Project Manager to develop project scope and timeline in concert with stakeholders and create and execute statements of work.
- Performing on-site and remote troubleshooting, commissioning, and technical training of HID systems including complex network interfaces and configurations.
- Maintaining detailed service records to assist engineering and product development in product quality improvement.
- Communicating clearly and concisely customer issues and ensuring timely implementation of problem resolution.
- Fulfilling HID 24/7 support commitment to our customers on an as needed basis.
- Completing tickets assigned to fulfill manage service activities.
- Other duties and responsibilities as requested by the company from time to time.
Requirements
- Strong technical expertise in software deployment, configuration, networking, and integrations.
- Hands-on experience with troubleshooting, commissioning, and supporting complex implementations.
- Able to collaborate effectively with cross-functional teams (Project Management, Sales, Engineering, and customers).
- Clear communication and customer-facing skills to manage expectations and resolve issues.
- Strong organizational and coordination skills to manage documentation, timelines, and multiple activities.
- Problem-solving mindset with attention to detail in technical delivery and execution.
- Able to manage both on-site and remote implementation work.
- Understanding of system design, deployment planning, and implementation workflows.
- Commitment to process improvement, documentation, and continuous learning.
Qualifications
- Minimum of 5 years of relevant experience in IT or similar field.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven ability to manage and deliver complex projects.
- Experience with HID products and solutions is a plus.
Skills
- Software deployment, configuration, and integration.
- Networking and troubleshooting.
- Collaboration and teamwork.
- Customer service and communication.
- Problem-solving and attention to detail.
- Remote and on-site management.
- Process improvement and documentation.
Benefits
- Competitive salary and rewards package.
- Competitive benefits and annual leave offering.
- A vibrant, welcoming & inclusive culture.
- Extensive career development opportunities and resources.
Pay
The base salary in the United States is $75,000 to $80,000.
Schedule
Full-time position with flexible working arrangements available.
Benefits
- Annual leave offering.
- Flexible working arrangements.
Company
HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively, and travel freely. HID is a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.