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.

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)