About This Role
This role 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. The specialist 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 customer experience.
Responsibilities
- 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
- 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
- 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
- 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
Requirements
- High school degree
- 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