IT Support Specialist
Corporate Jobs Bridgeton, Missouri
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Description
Product Implementation Specialist
The product implementation specialist owns successful development and deployment of the product solution. Duties include interfacing directly with customers to understand their unique business process needs; configurating, managing and documenting the implementation of developed technology products for end users, developing, and following procedures to set-up the product, and train management / field users on how to successfully operate it.
Duties will demand regular travel to on-site field locations including discovery, deployment implementation and follow-up visits with various field, management team and customers. Learning how the site processes work from field technicians, management, and customer(s) requirements. A keen ability to understand the unique operational challenges and aligning them to SOP business process and field service tool configurations will be paramount. Establishing and maintaining strong business and customer contact relationships will be customary and routine.
Product implementation specialists will routinely partner with the product Seniors, PMs, Lead Engineers, Development team, support teams, Accounting, Operations teams, and leadership teams. By working with these groups, the product implementation specialist will be responsible for turning customer needs into formal change requests to internal development and external vendors. Tracking requests through the ideation process, formal change request, testing and implementation is also expected.
Tracking analytics on customer operations from key performance indicators (KPIs) after implementation will be part of the regular roll-out cadence. Monitoring site operations, managing exceptional product experience, and achieving improved operational outcomes, as measured using internal toolsets, dashboards, BI data, and customer calls as barometers.
Responsibilities:
Function as a SME on key products understanding in detail the functionality, configuration, and implementation requirements.
Assists in defining product roadmaps, working with end users and internal corporate groups to ensure goals are in alignment.
Creating and tracking new development through ideation, change requests, testing and implementation to the customer.
Assist with material development and train end-users on new product that includes understanding the manual processes being replaced by said technology product.
Identifies enhancements for existing applications that can streamline & optimize business processes.
Monitors metrics, problems, trends, etc., in order to determine solutions, required changes, etc. that will make the solution function more efficient.
Works with help desk to define run books for ongoing product support and sustainability
Communicates regularly with internal and external customers.
Performs product demos to customers and internal employees.
Coordinates activities between internal and external technology owners and service providers.
Assists with the definition, valuation, and prioritization of upcoming projects.
Assists with administrative tasks and projects, which include providing technical support, resolving point of contact for issues, creating reports, monitoring service levels, serving as interface for customer services issues, etc.
Executes site business process discovery, formulates strategy for on-site deployment with peers and configures site and assists with training and demos to users during rollouts for optimal results
Runs beta and pilot programs with early-stage products.
Documents major tasks, new / revised support documentation, and facilitates project development
Stays current with mobile and industry related technologies.
Maintains a working knowledge of Dent Wizard business applications, product suites, customers, and reporting capabilities.
Preferred Attributes:
Communication Skills - Strong technical and non-technical communication skills. Fosters open communication by encouraging the expression of ideas and opinions. Assures smooth flowing, timely transmission of critical information. Oral and written communication is well organized, clear, accurate, grammatically correct, and is adapted for the target audience. Listens to others without interrupting. Seeks clarification and confirms shared understanding when communicating.
Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't represent him/herself for personal gain.
Personal Accountability - Clearly accepts responsibility for tasks, decisions and actions of self and staff. Is excellent at honest analysis. Doesn't shirk personal responsibility. Answers to customers and colleagues for all aspects of project; sets objectives and goals and measures performance against them.
Priority Setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and can quickly sense what will help or hinder accomplishing a goal.
Shows Work Commitment - Gets results despite a large workload, shows a sense of urgency to complete work by self and direct reports, will do what it takes to complete challenges, takes initiative to overcome roadblocks.
Qualifications:
Bachelor's degree
1-3 years of experience in Product Management and/or IT software implementations.
Knowledge of Change Management methodologies and techniques.
Excellent people, teamwork skills, and customer service.
Clear and effective written and verbal communication skills.
Demonstrated ability to multitask successfully.
Experience with business applications such as MS Office (MS Project, Word, PowerPoint, Visio.)
Experience configuring Automobile Technologies Recon Pro Classic, Recon Pro, Back Office, and Repair 360 (preferred)
Experience supporting CCC, Mitchell, Audatex (preferred)
This position includes a competitive salary and an excellent benefits package including health, dental, disability and life insurance, 401(k) match and paid time off.
