RIS (Remote Implementation Specialist)

The RSA (Remote System Analyst) is responsible for working virtually with sales representatives, implementation coordinators and project managers/coordinators to support the pre-implementation and implementation process. This includes device connectivity and making sure devices are correctly set up and functional for customers to be able to utilize.

Main departmental relationships: Sales reps, Implementation Coordinators, Project Managers and Coordinators. Client Manager Technical Solutions and Support, and Analysts

Client/vendor

relationships: Internal and external stakeholder contact. (Customer’s IT department or engineering)

Main Responsibilities:

Pre- and Post-Implementation • Contribute directly to the sales revenue plan by configuring devices and enabling revenue recognition. • Confirm delivery dates • Agree on client expectations • Engage all the resources needed to implement devices, avoid as many discrepancies as possible, and establish a trust relationship with customers to make them feel confident about the remote installation process. • Provide remote training for end users • Provide follow-up with customer IT questions after installation • Provide problem resolution support related to devices recently installed and support SPAR installation and collection of error logs • Keep an open communication with the implementation team (Project managers, coordinators, transition team) to ensure installation sign off • Restore Configuration of recently implemented devices if necessary

Technical Account Management

• Gather network requirements (Remote), configuration guide, create clone files

• Develop and present configuration guides for customers (Remote)

• Explore and determine possible information security issues.

• Install and configuration of Client Office devices

• Configure and add devices to Client Software Solutions

• Device testing once implemented

• Coordinate with customers as soon as the equipment is delivered and networked

• Troubleshoot during the implementation process (as needed)

• Manage complex implementations and resolve network issues (escalate if needed) • Support the escalation process as needed • Implement office devices & solutions • Resolve technical issues during the implementation phase • Deploy Client devices and add solutions / Client applications as appropriate (Remote) • Install drivers on client devices accordingly, up to three PC’s (PostScript/PCL/XPS) • Test device features with end users once devices are fully configured (Remote) • Save/maintain a configuration report after configuration is complete • Document configuration steps (Remote) and keep track of the devices installed • Obtain customer sign offs (Remote) • Make sure all activities are closed • Responsible for initial configuration of the devices delivered to the customer’s site and perform as many tests as necessary, to ensure we are accomplishing client needs and expectations.

ADHOC

• Provide in-class training

• Provide accurate, timely, and professional reports to management for historical analysis, current

status, and forecasting purposes.

• Provide best effort and cooperative spirit on special projects outside regular account

responsibilities when/if requested.

Job type: Permanent Division: eteam corporate Reference: 22-05164