Customer Service Support Manager

Position: Solutions / Implementation Engineer

Location: Dallas,TX.

Job responsibilities

 Collaborate with the sales team as a Solution specialist in customer presentations helping

customers select the correct solution.

 Determine and document the technical requirements to meet the client goals and function as a

liaison between the Sales team and product development teams.

 Respond to Request for Information (RFI) and Request for Proposal (RFP) from customers.

 Coordinate the transition between pre-sales and implementation once sale is closed.

 Onboard the customer starting with the kick-off meeting followed by preparing and managing the

detailed implementation plan following the company guidelines.

 Initiate procurement related activities with the various internal and external procurement teams

 Work with customers to review the business process and create a business process document

and process mapping document.

 Schedule and manage weekly implementation call with customers and publish weekly status

reports.

 Coordinate with the Installation team to plan travel for installation if needed.

 Conduct an overall validation of the solution scope and manage the transition through go live.

 Prepare training plans and execute onsite & remote training.

 Travel to customer site as part of implementation & onsite go-live assistance.

 Setup transition sessions to Support, introduce to customer and initiate hand over.

 Review installation with the customer and get a sign off for Go-Live followed by formal feedback

from customer.

 Act as a primary point of contact, maintaining customer relationship and work towards customer’s

success via the use of the Semnox solutions and services.

 Schedule and manage periodic meetings with customers according to company guidelines.

 Manage any critical issues through resolution and follow up in collaboration with internal teams.

 Any other tasks assigned by manager or company.

Preferred Qualifications

 High School Diploma, associate degree or higher Preferred

 Adequate knowledge of electronics and basic Network knowledge with router and access point

configuration knowledge. Proficient in technology, especially Microsoft Office applications.

 High attention to detail, strong analytical and organizational skills.

 Proactive qualities with the willingness to learn.

 Ability to work well under pressure and with minimal supervision.

 Experience working in Venue Management Systems providers, Cashless system providers,

Family Entertainments (FEC), Amusement and Theme parks a plus.

 Team player, willing to help and support other employees and departments.

Job requirements and working conditions.

 Candidates will be required to pass a background check and drug screening.

 Must be able to work long hours seated and in front of a computer.

 This position requires the Candidate to be based in Dallas.

 Valid US driver’s license, Valid Passport (travel to national & international locations as needed).

 Willing to work flexible hours including weekends and evenings based on customer demand.

 Willing to travel to customer locations as necessary.

 Candidate will be required to work out of Dallas, US office.

 Fluent in Spanish & English

Benefits

 Medical, Dental and Vision insurance

 401K plan