Implementation Specialist

Implementation Specialist – Inventory Management Systems
Division: Tier 1 MRO Position Type: Non-Management

Position Overview
The Implementation Specialist is responsible for the on-site implementation, configuration, training, and support of Vertical Lift Machines (VLM’s) and other Inventory Management Solutions for Tier 1 MRO clients. This role serves as the technical and customer-facing lead during system deployments, ensuring each system is installed, configured, and adopted successfully.

This position requires strong technical, software, and systems aptitude, excellent problem-solving skills, and the ability to deliver a high-touch (“white glove”) customer experience. As the face of Tier 1 MRO during implementations, the Implementation Specialist represents the company with professionalism, technical credibility, and integrity.

This is a critical, travel-intensive role that demands reliability, clear communication, and the ability to work independently in dynamic customer environments.

Key Responsibilities
VLM Implementation & Technical Services
•Lead on-site implementation of VLM Software and other Inventory Management Software, including software setup, system configuration, and go-live support.
•Configure WMS parameters, user roles, storage logic, and workflows to align with customer operational requirements.
•Perform system validation and functional testing to ensure proper operation prior to customer acceptance.
•Deliver end-user and administrator training in both classroom and on-the-floor environments (1–10 users).
•Provide hands-on, one-on-one support to operators, supervisors, and customer administrators.
•Troubleshoot software, configuration, workflow, and system-related issues during implementation and post-installation support.
•Provide remote and phone-based support as needed following go-live.

Customer Experience & Project Execution
•Serve as the primary Tier 1 MRO representative during implementations.
•Communicate clearly with customers regarding timelines, system capabilities, and next steps.
•Maintain accurate documentation for each implementation, service visit, and training engagement.
•Coordinate closely with internal teams on scheduling, readiness, and post-installation follow-up.
•Ensure compliance with customer safety, security, and housekeeping standards while on-site

Continuous Improvement & Development
•Actively participate in Tier 1 MRO training programs to expand technical proficiency.
•Stay current on product updates, industry automation trends, and best practices.
•Identify opportunities to improve implementation processes, documentation, and customer experience.
•Perform other duties as assigned to support business growth.

Accountability
•Deliver a consistent white glove service experience to all Tier 1 MRO clients.
•Accurately document work performed for each installation, training session, and service call.
•Account for 100% of paid time through approved systems, projects, and job codes.
•Follow all client and company safety, security, and compliance requirements.

Technical Proficiencies & Requirements
Technical Skills
•Ability to support and validate automated storage system functionality from a software, configuration, and user-workflow perspective.
•Assist with configuration of end-user hardware, peripherals, scanners, and workstations.
•Ability to read, understand, and apply software documentation, training materials, and implementation guides.
•Strong technical aptitude with inventory software, automation interfaces, and database-driven systems.
•Ability to diagnose system issues using logs, software tools, and structured troubleshooting methods.
•Strong computer skills including Microsoft Office and the ability to navigate proprietary software platforms and databases. Working knowledge of inventory management systems, automation software, ASRS platforms, or VLM environments.

Education & Experience
•High school diploma or equivalent required.
•One to three years of experience in software implementation, technical training, inventory systems, automation software, or related technical support roles, or equivalent vocational/technical education.
•Prior experience with Modula, Kardex or other VLMs, AutoCrib, Cribmaster, Supplypro, warehouse management systems (WMS), automation software, or ASRS platforms strongly preferred.
•Must meet age requirements to rent a vehicle in the U.S.

Travel & Physical Requirements
•Travel up to 80% throughout North America.
•This position is mostly traveling to client sites, but when not at client sites, will be working from home.
•Ability to lift and move objects up to 50 pounds.
Professional Standards (All Team Members)

Attendance & Time Reporting
•Adhere to attendance and punctuality standards outlined in the employee handbook.
•Accurately report time through CRM and HRIS systems in accordance with company policy.

Communication
•Maintain prompt, professional communication across all company platforms.
•Actively monitor company email, messaging, and announcements.
•Participate in established communication channels and team meetings.
•Remain accessible via Teams, Outlook, and phone during scheduled working hours.

Culture & Teamwork
•Lead by example with professionalism, accountability, and strong work ethic.
•Collaborate across departments to ensure successful project outcomes.
•Share information proactively and escalate issues appropriately.
• Adapt to changing priorities, workflows, and customer needs.

Professional Development
•Engage in ongoing education through training, certifications, industry resources, and peer collaboration.
Working Conditions
•Field-service and customer-site environments.
•Routine use of computers, tablets, phones, barcode scanners, and related technology tools.