Technology Implementation Manager

About the role

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.

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.
• 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.
• 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.
• Able to build rapport quickly and establish strong client relationships.
• Strong logical and analytical skills.
• Able 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.
• Able 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.

Requirements

• 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.